Montblanc Eyeglass Frame Screw Problem Rejected as User Error

Approximately seven months ago, we purchased a Montblanc eyeglass frame from the Opmar Eyewear store at İstinyePark. The frame came with a two-year warranty. When the lenses were being installed, we noticed that there was a problem with the screws and that they were becoming loose. When we reported the issue to the store, we were told at the time, “Bring it back later and we will replace it,” so we waited and barely used the glasses at all.

We later returned the product to Opmar Eyewear at İstinyePark, and they sent it to Montblanc for inspection. Today, I was contacted by phone and informed that the problem with the screws in the frame had been classified as “user error” and that the warranty claim had therefore been rejected. I have not yet received the product back, nor have I been provided with a written inspection report explaining the basis for this decision.

I do not accept the claim that a problem that has existed since the day of purchase, was not caused by use, and occurred on a product that was barely used and is covered by a two-year warranty can simply be classified as user error. I expect both Montblanc and the Opmar Eyewear store at İstinyePark, as the seller, to stand behind the product they sold and replace my defective eyeglass frame with a new, fully functional one at no additional cost.