Some people are too stupid to deserve jobs.
Monday, while once it became evident my haircut would turn into a spa day; I attempted to cross a few items of my “To Do” list. Mainly, have my doctor order a three-month prescription by mail for my Prozac. I didn’t have any of my insurance information with me so I set out to call 411 for the number for Blue Cross Blue Shield of California.
“City and State Please?”
“Blue Cross Blue Shield of California.”
“City and State Please?”
“The State is California.”
“It would be really helpful if you knew the City. Is it Los Angeles or perhaps San Francisco?”
“I don’t know what city. It is a 1-800 number.”
At this point I resisted the temptation to say, my mail comes from a P.O. Box in Chino but I doubt they answer calls there. Truthfully I, mistakenly, thought that any BCBS of CA number would ultimately get me what I needed. Sure it may take a few transfers but that was the price I had to pay for leaving the house unprepared.
“Ok I think I found it. Is it Anthem Blue Cross Blue Shield?”
“No it is Blue Cross Blue Shield of California.”
“Ok, I think I found the number for Member Services.”
“Thanks.”
A few rings later I hear a message, “Thank-You for calling Anthem Blue Cross Blue Shield Member Services. If you are a Member please press….”
Ok, first of all I am not a member yet I must ask the question, “How many non-members are calling this number that they have a touch tone option?”
After hitting 0 a few thousand times I get transferred to a human.
“Hi, I think I have the wrong number. I am insured by Blue Cross Blue Shield of California.”
“Not a problem let me transfer you.”
Undaunted as I knew it would involve a transfer or two; until, alas, I get disconnected.
Luckily, I had the number sent to my phone via text. Repeat steps above and I get transferred again as well as being provided the number.
Back to the phone tree from Hell. I press the number for Pharmacy. I provide all of my pertinent information and the woman cannot find me in the system.
“I am insured by Blue Cross Blue Shield of California, I might have the wrong number.”
“Oh no, we handle Blue Cross Blue Shield of California. Let me double check the spelling of your name. PYKSP….
‘No.” I proceed to spell it slower. “D as in David, Y as in Yes….”
“No, no not mouse. House. H-O-U-S-E. Like were people live.”
Again, I tell her I think I have the wrong number. She assures me I do not.
Frustrated, and sitting in the chair to get my hair done, I say, “Can you just give me the website for me to get prescriptions by mail.”
“Oh, for that info you need to talk to our ‘Prescriptions By Mail Department.”
Transferred again.
After waiting on hold for five minutes I hang up. During my pedicure, I call again. I navigate the phone tree to be informed by a boy in the “Prescriptions by Mail Department” that I have phoned Anthem Blue Cross Blue Shield and they have no data on Blue Cross Blue Shield of California Members. Nor does he have the number for BCBS of CA…. Great 20 minutes of my life I will never get back.
I would not be so irritated except I stated at least three times that I didn’t think I had the right number.
The following day, I called the correct number and got the information I needed with ease. I never have a problem when I ring my actual insurance provider.
I then call my doctor’s office.
On hold, again.
“Hi, I am calling because the doctor told me when I had a website for my prescriptions by mail you could fill it that way. I am calling because I need a script refilled and I’d like a three months allotment.”
I then commence to spell my name a few times.
“What do you need refilled?”
“Prozac.”
“Ok, so you need your Prozac refilled?”
“Uh…yes that is what I need.”
“That shouldn’t be a problem.”
“Good and I want to make sure we do prescriptions by mail so I can get three months worth.”
“Do you know how many milligrams a day you take?”
I answer the question but really shouldn’t that be in my medical chart?
“40. So do you want that website to order by mail?”
Ok, so did you want us to call this into CVS?”
If I wanted to pick up one month’s worth from CVS I would have phoned in the refill myself. Nor would I have said AT LEAST three times that I wanted to order by mail.
I hung up the phone and called my mom when I began the conversation with, “Some people are just too stupid to have jobs.”
I know this may seem harsh. I also want you to know that it once took me 20 minutes to get a script called into my pharmacy with the same bimbo. I believe in being nice to people in customer service; however, when your job is on the phones and either do not listen or know the scope of your company it is unacceptable. Don’t waste my time and I will not waste yours.
Recently, I have also had some great customer service from Verizon and Staples. That does not make for a good blog.
Let me know your thoughts? Am I unreasonable or are there people too stupid to be employed?
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I am now convinced those people are not specially trained to be that dumb. It is a deliberate plot for corporations to not do their jobs. These people are cultivated on a secret island off Sandy Hook. NJ. It cannot be seen by Google Maps. There is a mysterious cloud over where the island is supposed to be. I first suspected the existence of this island while watching "Forget Paris." Debra Winger goes to an emergency vet with a pidgeon glued to her face telling the nurse she has an appointment. The dim nurse asks "What's your pet's name?" "GET ME THE DOCTOR OR I'LL KILL YOU!!"
ReplyDeleteI feel your pain....
Steve Schwartz
@ Steve...thanks for getting it!
ReplyDeleteAnd we wonder why our nation's health care costs are out of control...
ReplyDelete@ Katy, cause we pay for stupid people!
ReplyDeleteWow! Don't even get me started on the whole concept of telephone customer service. I actually did it myself for many years and I would get in trouble by my managers if I helped a customer and the call took too long! yes, that's right if the call took too long I was reprimanded. I asked, "I will sit on the call as long as it takes for me to resolve the issue and assist the customer, fire me if you have to but don't you think it's rediculous you would fire me for offering excellent service?" Needless to say they never fired me, they promoted me and then I had to deal with all the dumb people you are referring too! The disenchanted, lazy, that's not my job, stupid people who have no idea what customer service truly entails! Wow...that was a rant! Thanks for the post and I too understand your frustration. I left that industry...but I do still have to call various call centers and deal with the exact same thing! What to do what to do?!
ReplyDeleteI have a follow up to last weeks encoutner....
ReplyDelete