Just received this note from grad student Luke Armour:
“I’m trying to spread the word about some incredibly poor customer service as well as an incredibly foolish communication strategy.
In brief, I use some contact solution that’s been unavailable for weeks, Clear Care by CIBA Vision. In late February I suddenly noticed that everywhere I went in NE Ohio, no product on shelves. I thought, “huh.” CIBA’s website was vacant on information regarding the recall/production/distribution problem or anything at all. I sent them an email via their website asking what’s up and why they weren’t communication anything. I got a vague, we’re sorry, we’re upgrading, find something else that will do. We should be up and running in APRIL. My wife – and apparently a lot of other people – use this product because they’re allergic to the typical contact solution.
So on March 3rd I blogged about it in disgust. And – to this day – am the only presence on the ‘net talking about this issue. I have, however, gotten comments from Texas, the SF bay area, Wisconsin, New England, Minnesota, Idaho and more from people thanking me for disseminating this information and indicating their frustration.
This tells me that it’s a nationwide problem and a lousy communication strategy for CIBA Vision. That’s the (relatively) brief version.”
Take a hop over to Luke’s post on the issue, and check out the comments. It appears that he’s not the only one who’s frustrated. Ciba Vision, are you listening?
Chris,
Thanks for helping me spread the word. It’s gotten past the point where lesson is being learned here. To be cliche’ “…this time, it’s personal.”
I have been all over LA looking for this CIBA Clear Care. My eyes are KILLING ME!! because I’m using multipurpose solution, which I am allergic to. I finnal found an article on ajc.com that says CIBA used a non-sterile lubricant in one of their machines at the factory and halted production. They are back in production and the product should be in stock shortly, thank god. In the meantime, I’m in pain. I can’t wear my glasses all the time. Why isn’t there a competitor for this product? There’s nothing else out there for this problem.
Me too. I’m in Minnesota. I went to the store last week looking for contact solution. There was another person there looking too. Finally he asked the pharmacist and the pharmacist said that a bunch of contact solutions were recalled, but he didn’t know the details. This is the only other thing I’ve found on the issue. I will contact CIBA too, but I won’t hold my breathe. Thanks for the info.
I had the same problem here in Wisconsin, I was told by a Target Pharmacist to use AMO UltraCare Disinfecting Solution/Neutralizer, this has been working for me, but make sure you put the little pink pill in the solution! I forgot to do that today and burned my eye when I tried to put my contact in! I can’t wait until Clear Care comes back on the shelves!
May 9th 2006 My friend asked me to find out why there is no ‘Miraflow”
at any Duane Reade or Rite Aid stores in Manhattan.
I will try to get info from Novartis / Ciba Vision
I ran into the same problem in March here in the Minneapolis/St. Paul area and got the run around from Ciba with the promise that it would be back on the shelves in April. In early April I did find the product in Target and thought that the problem had indeed been resolved…that is until eariler this week I tried to buy it again and once again I couldn’t find it! I went to Target, Walgreens, Snyder’s, and Cub and no one had any in stock. I then tried the Rainbow food store and they not only had it in stock it was in the new packaging! I’m not sure what’s up.
One thing else to note, with the new packaging Ciba has decided to no longer include the ‘free’ soaking container so that is now an extra expense!
It looks like Clear Care is in very high demand…I want to Target on Satureday afternoon and noticed there were a number of containers of Clear Care on the shelf but when I went back to the same Target less than 24 hours later all of the containers that were there on Saturday were GONE!
Your blog helped me realize I’m not loony tunes – I’m just a consumer in search of Clear Care. I was actually looking for Quick Care (no preservatives) since my stash finally emptied out. I called Ciba’s customer care area and was told to try Clear Care. Of course they didn’t tell me it was like trying to turn back time. I just spoke to my eye doctor and he said Clear Care seems to be impossible to find.
I’m in the same boat here. I talked to my optometrist, and she said there was a contamination at their main plant, and thus recalled it all. They were supposed to be back on the shelves in April, then in May, now I’m told June. I’m in Sioux Falls, SD, and there’s been a few on the shelves here & there. I really don’t know why they’re releasing them in such limited supply, but of course there’s a bunch available on eBay (at the standard ridiculous markup). I’m sure they’re doing what they can to ensure their product is quality, but they’ve gotta hire a new PR person.
Just f.y.i. regarding AMO Ultracare, it is a competitor to Clear Care and it’s what I’ve always used because I’m allergic as well. There is none of it on the shelves either and I was told to switch to Clear Care and the same problem, nothing. My eye doctor had a free sample of Clear Care luckily, so I’m going to try it until one of these two products appear on the shelves. I e-mailed AMO and got a response that there’s a distribution issue which should be solved soon, which is pretty vague.
I thought I was going crazy. I have been trying to find Ciba’s Pure eyes solution and cannot find it anywhere and when you are lucky enough to find it, they have changed their packaging and the free lens case that was included, isn’t anymore. Now you have to buy it separetly! What a scam.
I am in Atlanta and thought I was crazy until I found this blog too. I can’t find any of CIBA’s Clear care solution at any of the stores since Dec. 05, luckily I bought in bulk then to finish out my flex spend account among other items, but now I am out an back to a mulitpurpose solution which doesn’t appear to work as well. Now with all the hype of getting some eye infection with some multi-purpose cleaners you can’t be too careful. Right now it looks like the only place you can buy this is online. Thank God for this post.
It’s totally comforting to know that people are experiencing the same frustration. My best friend and I have been agonizing over trying to find a Clear Care replacement. I finally found a stash of AMO at a walgreens way out in the suburbs of Chicago and I bought the remaining supply to hold me out until Clear Care comes back. I also called CIBA today and they have a msg saying that distribution has begun and the merchants will need a few weeks to build up their reserves.
Your note made me realize I’m not the only crazy one out there looking in every store for Clear Care! I’m in AZ and cannot find the product anywhere – Target, WalMart, Walgreens – even the local groceries are out.
What’s going on??????
Well, we can add Michigan to this ever expanding list! I’ve been looking for almost 4 months for the AOSEPT Disinfecting Solution, which I guess is now called Clear Care. So, so, so frustrating! And it’s amazing no one knows anything about it……what about the media, can’t they get on this one? The good news is that it must not have been the worst thing in the world that happened to their product, however, it sure would be nice to have them get their darn product back on the shelf! I was walking through a Walmart, couldn’t find the disinfecting solution, asked the Pharmacist….(clueless)…..and then happened to walk by their optometrist and chatted with her. Again, she didn’t know anything about it, but did say (and realize) that she hadn’t seen her Ciba representative in quite a while. Isn’t that interesting? Anyway, she handed me a sample 4 oz. kit of this Clear Care and I’m sure that will last me about a week, but it sure is nice to wake up and put in really clean contact lenses……and have them stay nice feeling in my eyes ALL day! Anyway, just wanted to let you know it’s not available here in Michigan yet either! Thanks for the posts!
I can now find clear care in Michigan at Meijer and Target. Trouble is, now my optometrist is recommending Quick care becaue my eyes seem to be allergic to clear care too. Any thoughts? Anyone know if CIBA is still making it or if there is an alternative? Thanks!
CIBA did reply to an email I sent and Quick Care has been discontinued!
Anyone know of an alternative?
I just phoned Ciba Vision and am still getting the run around from them. The customer service dept. told me that the lack of AOsept has been solved. The stores have been restocked and the calls from customers has dramatically decreased. I told her that neither AOsept, nor ClearCare, even have a self section reserved in any of the drug stores that I have been serching in. What is going on? I am so sick of this because I have been searching since February. My stash has now run out. I am ready to find a new product.
I live in a small town in SE South Dakota. I’ve checked in nearby Sioux City, IA, Sioux Falls, Minneapolis/St. Paul and elsewhere. I finally found some Aosept in May in Watertown, SD (160 miles away) and stockpiled it. Of course, now I’m out of Softwear saline, so it is of no use. Frustration! I can’t use the multipurpose solutions, either. The local pharmacist told me yesterday to expect it in stock by October. We’ll see…
I have been using multicare for a couple of months since my aosept ran out, and every morning I wake up with my eyes crusted and swollen. The lenses are cloudy and not as well hydrated. This is…..unAmerican!!!
Hello, I use these products myself and found that I was running around wasting gas until I found more than enough. If interested check out my ebay at Gilliardscloset for additional ciba items. Once gone it’s gone. My understanding is that Quick care is no longer being made along with Clear eyes.
It’s all about money! And I don’t have the money to buy new soft contacts every week/month!! BRING BACK MY QUICKCARE!
Haven’t seen Clear Care/Aeosept in months. Have been able to keep using it by buying online at Walgreens.com.
Never cared for it much, but my optometrist insists it’s the best cleaning system/solution for my nondisposable (CSI) lenses. Does anyone know of a decent alternative. Seems too pricey.
Southern California
My eye doctor recommended Clear Care during my last exam in September, 2005 and gave me samples. It seemed to work great and I starting buying & using the product. That is, until I discovered it was no longer on the shelves around Dallas. My annual exam will be next month so I plan to quiz my doctor about it. I guess I’m surprised that ALL eye doctors wouldn’t be concerned about the reason for pulling Clear Care off the shelves for the sake of their patients. What if it contained a harmful substance that affected the eyes? Could there perhaps be a remedy to correct any long-term problems for users in that case? Anyway, here’s why I think the product was recalled. It contains hydrogen peroxide and other substances that could damage your eyes if not used properly. The bottle label says it takes 6 hours to nuetralize and it gives several warnings on how NOT to use the product. They even put a red tip on the bottle to alert you not to put it directly into your eyes. So, knowing how many people never pay attention to directions, I assume there have been multiple cases (perhaps hundreds) where users have burned their eyes by misusing the product. And you can imagine the lawsuits that CIBA Vision may have been hit with or are worried about. But instead of pulling the product and announcing that it’s being misused, the company elected to make a “quiet recall” and leave everyone in the dark. That’s my opinion right now and I’m sticking to it. It anyone hears anything different that makes more sense, please advise. Signed – Still Looking For A Good Alternative In Texas.
I agree Jeni! It is all about marketing. I have used Quick Care since it was introduced to the market in the 90’s with success. Now the one bottle method is not working! My eyes feel like gravel. I’m sure the profit from a bottle of quick care versus the profit to be had by another six pack supply of contacts warrants the removal of a perfectly good product from the shelf. Disappointed and still searching.
Hello everyone,
I don’t usually write in to comment on issues but I also am a devoted fan of Clear Care lens solution. The grocery shelves here in Rochester NY are bare and I get a really dumb look from the clerks when I ask about it. I found the website and the comments and felt good that I was not alone. But, I did find some at drugstore.com and ordered 3 bottles. It only took 5 days to get them and I paid 9.97 a bottle – 2.00 more than I pay in the store but there was free S&H. Good luck to everyone and I hope this info helps! Cindy
I contacted CibaVision in March about not being able to get one of their products any where I looked. I was told that thye had a major fire at one of there packaging plants and are working on getting everything back up and running.
I realize how frustrating this has been, but COME ON do you think they’d purposely try to piss off their customers??? Quit acting like typical american self-centered consumers. The world does NOT revolve around you and your wants.
If there was a recall of any sort I would like to get a hold of the lot #’s and a concrete reason on why. I purchased several bottles at a super price and am concerned of any dangers.
I just read many of your comments. I recently broke my glasses, so I had to break out my old contacts. Haven’t really worn them for over 9 months, and I used my old bottle of Quick Care. Quick Care running low, but I couldn’t find it anywhere in Dallas area. I asked a Walgreen’s pharmacy to order some for me, but they may not know if their wholesaler has any. While looking for Quick Care I found SEVERAL bottles of Clear Care and AQuify at both Walgreen’s and CVS near downtown, but I passed on them because they were not the same as Quick Care… now that I am reading your posts, maybe I should go back to get some. If I can’t get any Quick Care then I may switch to Clear Care, but does anyone know about AQuify?
I’ve tried Aquify and it’s not nearly as good as QuickCare was. When I first tried it, it made my eyes burn, unlike QuickCare, which had been comfortable from day 1. (more comfortable, even, then regular saline). I eventually got used to solution so that my eyes didn’t burn, but now the lens tend to go cloudy on me much more often. I haven’t tried ClearCare yet, and I am not sure if I will. I’m angry at Ciba, and if it’s not going to be a 5 minute solution, I might as well go to a completely different company.
Here’s the definitive problem with AO Sep and Ciba Vision Saline Solution for sensitive eyes:
First, they are both manufactured in Canada. I’ve been using both these products for over a decade – religiously. Even with extended wear lenses, I’ve taken the effort, every night to remove and clean them, using there products. The story was that they were sticking to was that, “…renovations” at the Canada plant was the cause for the lack of supply. Then, that turned into, “…our computer went down” — all of which lasted nearly a year. With the extremely poor distribution, coupled with the failure to produce the products, I was noticing for many months how their products were slowing emptying off shelves until finally, the stores not only had none but began filling in the shelves with new/other products! Upon numerous calls to the customer service people, they too ran me around. They sent me a coupon for AO SEP to tide me over,which expired a week after I got it, so it went unused. They did send me some saline, thankfully. Now, today I was told that distribution has started again in Jan 07, and allowing 6-weeks for it all to catch up, that Walgreens and CVS will be the ONLY stores to carry the stuff. What is going on with these bufoons in Canada anyway? Had it not been for the fact that just by accident, I ended up with several extra bottles of each at home, just through normal stocking while at the store, I too, would’ve been out of the stuff for well over a year! As a result, I’ve quit using AO SEP altogether and won’t go back and now use the AMO version made by the company that had to recall products several months back. I am definitely going to run down the Ciba Vision saline for sensitive eyes, because by far, it is the best on the market. Hope this helps.
i used clear care 8-26-2006 and got chemical burns in both eyes I have going to the eye Dr. since then , had both eyes scrap. I have had a terrible time. Has anyone else had this problem? I use the soultion just like the instructions said.
Hi, I just found your comments online while searching for answers about my burning eyes. I put my lenses in after using Clear care for the first night and they burned horribly. As the day went my left eye just got more swollen, buring and tearing. I had to leave work. The eye doctor told me just to flush it and the burning will go away. Well that was 15 hours ago. How long does this last for? any information would be appreciated
thanks
Karen L.
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Hi Karen,
I’m having the same problem…
I’ve had this contact solution for 3 weeks (like others, I had bad reactions to other solutions). It was working GREAT unnnntil this morning.
Somehow, my case got knocked off the counter and must have laid upside down all night (yes… that means the bottom part didn’t have a chance to neutralize the solution….)
MOTHER OF GOD. That was at 6am this morning, it’s now 6pm and my eye is still burning and very red and swollen.
Anyone know how long this will last??
Hi Karen,
I’m having the same problem…
I’ve had this contact solution for 3 weeks (like others, I had bad reactions to other solutions). It was working GREAT unnnntil this morning.
Somehow, my case got knocked off the counter and must have laid upside down all night (yes… that means the bottom part didn’t have a chance to neutralize the solution….)
MOTHER OF GOD. That was at 6am this morning, it’s now 6pm and my eye is still burning and very red and swollen.
Anyone know how long this will last??
My wife put the CIBA “clear care” solution in a regular contact cleaner container. Then put her contacts in after cleaning then over night. I heard her screaming from outside the house, she yelled less during labor. Her eyes are still red a day later. If you read the fine print you see the contact solution has phosphoric acid, there is a tiny inadequate warning about using there containers. This hardly reflect the scope of the risk at all. How may people end up blind from this stuff?