Not Seeing Eye To Eye On This
IOWA, JERK, MEDICAL OFFICE, PATIENTS, USA | HEALTHY | MAY 10, 2018
(It is important to note that every state in the USA has their own laws about eyeglass prescriptions. It is most common in Iowa for optometrists to write prescriptions that only last for one year, though they could write one that would be valid for up to two years. One day, I get this phone call.)
Me: “Thank you for calling [Optometrist]’s Office. My name is [My Name]. How can I help you today?”
Customer: “Yes, hello! I ordered a box of contacts from you guys about a month ago, for my son, and he says these ones aren’t working. He’s got blurry vision. I know the doctor changed his script a couple times and I just want to make sure the most recent one was ordered.”
Me: “Sure. I’ll pull his file and take a look. Please hold.”
(I go to have a look at the file and my heart sinks. It’s April, and this kid had his eye appointment last June. Kids tend to have a lot of changes in their vision thanks, in part, to hormones. Not only that, but he came back three times with the same complaint of his contacts not working. All of that was within thirty days of his appointment, so his script was finalized in July. And Mom waited to order… until March. I steel myself and pick up the phone.)
Me: “Thank you for holding, ma’am. It looks like the most recent prescription was what we ordered for your son. It is accurate.”
Customer: “Well, he can’t see out of them! Can you take this box back?”
Me: “Is the box unopened? We can do a refund for the box if it is, but we can’t take back an opened box for hygiene reasons.”
Customer: “Of course it’s opened! He’s been wearing them! But they are wrong now.”
Me: “I’m sorry, ma’am. The order was placed correctly. We put the same strength that your son told us worked, and so there’s nothing we can do. At this point, he’s almost due for another eye exam, as it is.”
Customer: “So, you’re saying I’m just out, what, $75?”
Me: “I’m sorry, but yes. He saw the doctor last July, and it’s been almost a year. It’s possible his eyes have changed.”
Customer: “That’s just ridiculous! This is the worst service I’ve ever gotten. I’m never bringing him back to your office!”
(And she hung up on me. I’m sorry, but who waits eight months to order contacts and THEN complains? Next time, don’t wait so long!)
|