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customer non-support
Dear Giant Eagle pharmacy,
When I filed a prescription with you yesterday, we established that I was already in your database. (This is not my only active prescription.) Nonetheless, you took my phone number and address, writing them directly on the prescription. I said I would return today.
I was, therefore, quite surprised to find, when I got to the head of a non-trivial line, that you had not prepared my order because you wanted to see this year's insurance card first. You could have called, you know. Or filled it but required the card before handing it over. (There would have been no waste if you'd had to rescind it.)
I think when my office moves and you're no longer across the street from where I work, I'll be transferring my prescriptions elsewhere. My previous pharmacy never pulled that stuff. Alas, my previous pharmacy lacks parking and is no longer within walking distance of my job (or home).
When I filed a prescription with you yesterday, we established that I was already in your database. (This is not my only active prescription.) Nonetheless, you took my phone number and address, writing them directly on the prescription. I said I would return today.
I was, therefore, quite surprised to find, when I got to the head of a non-trivial line, that you had not prepared my order because you wanted to see this year's insurance card first. You could have called, you know. Or filled it but required the card before handing it over. (There would have been no waste if you'd had to rescind it.)
I think when my office moves and you're no longer across the street from where I work, I'll be transferring my prescriptions elsewhere. My previous pharmacy never pulled that stuff. Alas, my previous pharmacy lacks parking and is no longer within walking distance of my job (or home).
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'Cause I'm bettin' that this is a customer service complaint that somebody there really does want to hear.
In case my pharmacy reads my LiveJournal, I'd like to state that all those references to "pusilanimous, pointy-nosed pull-pushers who wouldn't know a Comtrex from a controlled substance" have been meant entirely as warm-hearted, good-natured familiarity, and I would rather not like you to spike my Zocor with powerful laxatives. Thanks.
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The thing is, though, that I only tried to be their customer. You see, I had my doctor call in a new prescription to them a few years ago, as my old pharmacy had gotten scary (No, Ms. Pharmacist-in-training, I don't think it is appropriate for you to be eating your Burger King while you are filling my prescription. And, no, waiting until I come in to pick up my prescription to tell me that you can't fill it today isn't really okay, either). Well, I showed up to try to get the prescription and, well, I'm usually pretty understanding of people who are using English as their second language. It's tough, I know. And, gods know, I'm sure this guys English was better than my Romanian, but, the guy didn't even know his english letters. As in me: spelling out my last name, slowly, "That's s, e, k...;" him: looking in the bin that should only have names that begin in N. Me: "No, that's spelled with an S." Him: "Yes, S," then looking in the the Qs. Me:"Try the S bin." Him: "Yes, S." He rummages again in the N bin. "Is it for child?" Me: "No, it's for me." Him: "What is name, again?" Me:"It's s, e, k..." Him:"Oh, S!" He now looks in the J bin. Me: Sigh. Him:"Are you sure you brought it here?" Me:"No, my doctor called it in." Him:"Spell the name." Me:"S, e, k..." When he looks under the Vs, I politely ask if he has a supervisor, maybe he answered my doctor's call. His supervisor comes out and asks if he can help me. I tell him I want my prescription, blah, blah, blah. Supervisor:"How is that spelled?" Me:"S, e, k..." Supervisor:"Victor, did you look for her prescription?" Him:"How was it spelled?" After several minutes of Victor, once again, looking in bins that have nothing to do with my name, he once again asks me if it is for my child. Grr. Repeat scenario. The supervisor gets bored and wonders off (Gods forbid, he should look for the prescription himself). Victor finally decides it is my fault or my doctor's fault for calling it into the wrong pharmacy. I should go home and have him call it in again. I do call my doctor. He confirms that they did indeed call it into that pharmacy. I decide to have them call it into Target's pharmacy, instead. Today, at least, I got confirmation that they really did have the prescription that day (they wouldn't have a record of us there, if that hadn't gotten it). But, I guess, someone foolishly had filed the prescription under "S".
Oy!
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Last weekend when I came into Brooks Pharmacy, the woman at the prescription counter said they had no record of the prescription which I had called in. The woman asked me for my date of birth, which I'd previously refused to give, after the Harvard pharmacy debacle in which knowing someone's date of birth and Harvard ID was enough to access a person's medical history online. I can't see what that would have accomplished anyway; there was no issue of confusion with someone else, and the point wasn't to confirm my identity.
Finally the other woman working behind the counter noticed the impasse and asked if the prescription was for someone else. I said that it was for my cat Leonora, and then she was able to get me the prescription right away. I guess the first employee thought I should send the cat in person to pick up her prescription.
Usually Brooks has been OK; this was an exception.
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They gave me the brush-off when I called, but I tried.
In case my pharmacy reads my LiveJournal
:-) And here's another case where not using one's real name would be helpful.
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:-) I recently saw a news story where a court ordered a dog to appear to testify. The problem was caught when the guards wouldn't let the witness into the building.
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I've had excellent experiences with the indpendent one near me.
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Ahem.
But this does remind me of when I was trying to buy toothpicks once, and after (unsuccessfully) looking in the aisles the cashiers told me to look, I approached the woman behind the deli counter and asked if they had any toothpicks. She pointed to the meats displayed in the fridge and said, "What you see is what we have." Needless to say, I walked out. The store (a Weis, in Gaithersburg, MD) was out of business within the next year. Go figure...