Most of the time, when something goes wrong and it’s obviously the fault of the company you are working with, not only is customer service pathetic, but they never do the one, simple thing they could do to make things better.
Why don’t they say, “I’m sorry. Let me fix this.” It’s easy. It’s honest. It calms everyone down. Instead of blaming customers for “misunderstanding” or tell them they have too many prescriptions for them to be bothered — especially when the entire point of the program is to help people just like me keep track of their many prescriptions — they give you endless explanations. All of which are supposed to mean it wasn’t really their fault.
One of the reasons we have so many lawsuits is that companies, hospitals, doctors et al never say they are sorry. They never make you feel like they are taking responsibility and will fix it. Half the time, a quick, honest apology salves many sores.
On Saturday, my pharmacy called and told me my prescriptions would be ready the next day, but when Owen went to get them, they didn’t have anything ready. Even though I’m supposed to be on a program where they renew things automatically (assuming there is a prescription), they forget.
Now. I get that you can forget. I also get that they get dozens of faxes from doctors daily and losing track of one isn’t difficult. I’m surprised they don’t lose more of them. But why call me to tell me prescriptions are ready if they aren’t ready?
“Oh, it’s the computer.”
WHAT? Not again!
Yup. It was the computer making an automatic phone call because the prescriptions were supposed to be ready, but weren’t. Garry’s were ready, but when Owen asked for them, they couldn’t find them. The worst part of this is that the only other pharmacy nearby is CVS. They are so much worse. Not merely do they often not have the prescription ready, but you have to stand in line for half an hour before they tell you they “can’t find it.” I get the feeling they don’t really look for them.
I finally told the lady I was sorry I got old and have a lot of prescriptions, but I count on them to keep track of when each is due because there are so many. Some are for 3-months. Some are per month. Moreover, I don’t keep everything in its original bottle because I don’t have any space to keep all those containers. I have a plastic holder with labels. I keep many of prescriptions in the holder. My medicine cabinet wasn’t roomy enough for all of them and it’s a big cabinet.
I said, “I know you are young, but unless you die early, you will get old. Getting old is what happens when you don’t die young.”
For some reason, that stopped her. Young people get so annoyed by old people who move slowly, never wondering what’s going to happen when they can’t move quickly. Maybe young people don’t think they will ever get old.
Meanwhile, wouldn’t it be nice if they would just say, “I’m sorry. I’ll fix it”?