Source: Coda KB p70, Intercom macros library — original numbered #4. When to use: Customer reports broken frames; verifying whether it’s a manufacturing defect (warranty) or user damage.
Hi {customer_first_name},
I'm sorry to hear your frames broke. Could you send a short video and a couple of photos showing the damage? We'll review and let you know whether it's a manufacturing-defect warranty case or whether it falls under user damage.
For context: things like a temple snapping near the hinge in normal use are usually covered. Things like drops, water damage, or breakage from being sat on aren't covered under the standard 1-year warranty — but if you're within 30 days of purchase we may be able to add Lucyd Pro Insurance retroactively to cover the claim.
Once I see the photos and video I'll come back with next steps.
Best,
{agent_name}
Lucyd Customer Support