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| - I'm gonna let you all in on a little secret. I'm a malcontent. I can't help myself... it's in my DNA. Just think about how truly F-d we'd all be if every time the world tried to crap all over us, there weren't any malcontents around to crap right back! So, you can thank your lucky stars that crapping back is where malcontents like me really SHINE!
Now, let's get into the reason I'm writing today. I recently had an interesting experience tied to a local Walgreen's Health Clinic. I was having inner ear issues (minor stuff) and didn't want to wait for an appointment with my primary care doc. And word around the block was that these clinics were convenient and fairly cost effective. As it turns out, one was right across the street from where I worked. Hip-Hip-Hooray!
So I took a chance. Signing up at the kiosk was simple and quick. Once I got in, the fellow who took my payment info was polite and efficient. The wait time to see the Nurse Practitioner was reasonable, and before long, I was given a course of treatment and sent on my way.
Okay, so what's so bad about all that, you ask? Turns out that my credit card was kept on file with Walgreen's after I paid the initial deductible. I didn't know about this until a week later when Walgreen's tapped my account for an additional fee my insurance carrier wouldn't cover.
Okay, so what's so bad about all that, you ask? Nothing, until I tried to call customer service to ask them to remove my credit card info from their system. This is where things started to get real dicey...
I called the clinic directly. "Can't help you here," the lady said, so I was given a number for the billing department... which turned out to be in the Philippines. So I ask the rep in the Philippines to transfer me to a rep in the US, and they send me to Orlando. The Orlando rep says, "You need the billing department," and she sends me back to the Philippines.
So, again, I ask for a US rep. They send me back to Orlando. Orlando says, "You need the billing department." I say, "The Philippines told me YOU were the US billing department." Then, right in the middle of the conversation, Orlando hangs up on me.
Now my blood is really pumping and I'm thinking I'm gonna need a second visit to the Walgreen's Clinic for a fix for high blood pressure; they already have my credit card on file, right?
So I call the clinic again. The office rep answers and says, "I have no way to remove your credit card info so you'll have to go back to the billing department." So I beg like a starving circus animal to have her to send me to the billing department in the USA.
She says, "I can't guarantee that," and gives me another 800 number to try. So I call that number and guess where I end up? You got it! The Philippines!
So I ask the fella on the phone, "How's the weather over there in the Philippines?" And he politely says, "Very nice, with not a drop of rain in the sky." And I say, "I'm very glad the weather over there is so very nice with not a drop of rain in the sky." I then thank him for his fine weather report, hang up and give up.
What a shame that all those front end wins by the folks at the clinic were lost on the back end due to poor customer service around Walgreen's billing process.
On the bright side, if I ever want to know what the weather's gonna be like in the Philippines on any given day, all I gotta do is call the Walgreen's billing department.
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