Nope. Not in today. My mother spoke to a nice lady on the phone who said she could see the order on her account but for some reason it didn't go through and they have no idea why. She got a supervisor who sent the order to shipping and she'll check on it to make sure everything is okay before she goes home for the day.
Now it's supposed to come tomorrow.
The aggravating thing is you can only call the general line to straighten these things out. You make your way through an interminable phone tree, wait for the next call center representative and then get shunted to any one of hundreds of reps in their centers around the country. So when you have a recurring problem, you have to deal with a new person each time who is only just now learning the case. They refer to customers as "patients" but that's rather disingenuous.
The people at these call centers seem very nice but I also believe they are working under rules and regulations that are anything but. Businesses are built around making money, not helping people. Those two things can be very much at odds and the tension between them can be harmful.
Tuesday, February 5, 2019
Monday, February 4, 2019
Another review - CVS Specialty Pharmacy - Absolute Shit - They are going to get someone killed
So my mother now needs specialty medications in order to continue living. Like the kind where she cannot miss a dose. And unfortunately her insurance has deemed that she has to go through CVS Specialty Pharmacy otherwise it would cost her first born child and I would really rather not be traded for drugs. Now the people she actually gets to talk to on the phone don't seem horrible; they genuinely wish to make sure she comes to no harm. They're just people and most people would rather not see random strangers suffer by their hand. However. CVS Specialty Pharmacy must be one of the most incompetent damn organizations in the country.
The first time she had to refill her medications they jerked her around and jerked her around for over a week. She calls for a refill on a Monday. They say they are going to have it at the local pharmacy on Friday. They call Friday morning and say, hey do you live at home or in a facility and she's like, I already told you and they're like, oh, haha, whoops. We'll have it Saturday. And she's coming to the end of her medication. Crunch time. That night, another call. Do you live at home? I already told you! Oh. Sorry. We'll have it tomorrow.
Guess what? They didn't have it tomorrow.
Then they gave the local pharmacist some bullshit about how she couldn't have a refill until Thursday which was blatantly not true. The pharmacist was incredibly upset about the way they were behaving and eventually got it out of them that UPS was delayed two days. That shouldn't have mattered, of course, which means some idiot didn't send out the order on Monday like they were supposed to and they were trying to cover their greedy asses so they wouldn't have to pay for extra meds. In the end they read a Visa gift card code off to pay for a bridge dose. The pills came Tuesday. When they should have come Friday.
This was a month ago. And now it's started all over again. They allow you to refill online so that's what Mom did, end of last week. She gets a phone call couple days later. Do you live in a facility or at home? What kind of unprofessional, inept, amateurish organization is this!? The guy on the phone says they've been having "IT issues". You're in a business where mistakes could cost people their lives. Pull your heads out of your asses. So, he says everything's cleared but she gets his name to be sure.
What do you know. Next day someone calls her again. We just have a few questions. She name drops the last guy and this next person says she'll get the info from him. And now tonight she's gotten a voicemail and a text asking her to call. (I tried to call but they "are having an unusual amount of incoming calls so, apologies, just hang on the phone for hours hoping to plead for their service. What happened to the users of a company being the customers? Now we have to beg for their largess?)
Her prescription is supposed to be in tomorrow. You know. The pills she needs to live. We'll see if they actually care about the lives of their customers.
It's a giant corporation and giant corporations have basically been given carte blanche to do as they please, up to and including murdering people because the heartless jasckasses who run these things have so much unneeded money they can use that to fill the void left by their souls instead of human emotions. So I don't really have a lot of hope. It says something that the pharmacist says they do this sort of thing to people all the time.
The first time she had to refill her medications they jerked her around and jerked her around for over a week. She calls for a refill on a Monday. They say they are going to have it at the local pharmacy on Friday. They call Friday morning and say, hey do you live at home or in a facility and she's like, I already told you and they're like, oh, haha, whoops. We'll have it Saturday. And she's coming to the end of her medication. Crunch time. That night, another call. Do you live at home? I already told you! Oh. Sorry. We'll have it tomorrow.
Guess what? They didn't have it tomorrow.
Then they gave the local pharmacist some bullshit about how she couldn't have a refill until Thursday which was blatantly not true. The pharmacist was incredibly upset about the way they were behaving and eventually got it out of them that UPS was delayed two days. That shouldn't have mattered, of course, which means some idiot didn't send out the order on Monday like they were supposed to and they were trying to cover their greedy asses so they wouldn't have to pay for extra meds. In the end they read a Visa gift card code off to pay for a bridge dose. The pills came Tuesday. When they should have come Friday.
This was a month ago. And now it's started all over again. They allow you to refill online so that's what Mom did, end of last week. She gets a phone call couple days later. Do you live in a facility or at home? What kind of unprofessional, inept, amateurish organization is this!? The guy on the phone says they've been having "IT issues". You're in a business where mistakes could cost people their lives. Pull your heads out of your asses. So, he says everything's cleared but she gets his name to be sure.
What do you know. Next day someone calls her again. We just have a few questions. She name drops the last guy and this next person says she'll get the info from him. And now tonight she's gotten a voicemail and a text asking her to call. (I tried to call but they "are having an unusual amount of incoming calls so, apologies, just hang on the phone for hours hoping to plead for their service. What happened to the users of a company being the customers? Now we have to beg for their largess?)
Her prescription is supposed to be in tomorrow. You know. The pills she needs to live. We'll see if they actually care about the lives of their customers.
It's a giant corporation and giant corporations have basically been given carte blanche to do as they please, up to and including murdering people because the heartless jasckasses who run these things have so much unneeded money they can use that to fill the void left by their souls instead of human emotions. So I don't really have a lot of hope. It says something that the pharmacist says they do this sort of thing to people all the time.
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