So my company uses Medco, like every other company in the world, and I am getting increasingly frustrtated with them.
Heather called them 10 days ago with an insulin order, thinking that that would give them enough time to get it processed, shipped, and to our door by yesterday, which is what they promised. When it didn't arrive yesterday she called them, only to find out that they hadn't even processed it yet. When she freaked out they told her that they would expedite an order and she would have it by today. She called again, and was told by a rep that they wouldn't even process it until the 17th of this month.
Heather lost it, and started yelling. They then offered to let her talk to a pharmacist that would counsel her on what would happen to her while she didn't have her insulin, or we could go to the store and pay the money out of pocket ot pick some up.
Nice choices, huh?
So I stepped in to try and get something done. I'm not always the most persuasive man, but I am very bull-headed and I usually persist until I get my way. I talked with someone in their Ohio call center that was very nice, and admitted that it was the company's fault, and their actions were unacceptable, but there was nothing she could do, aside from what she had already done, which was call her managers and leave messages for them.
They have no way of emergancy shipping a supply to someone when they've fucked up.
So now we're supposed to be able to get an amount tomorrow evening for free at our local pharmacy, but that's not a "guarantee".
The angriest moment for me was when I was talking to the rep and she said that insulin was a 'maintenance medication' and they had no protocol for shipping it overnight. Maintenance medication? WTF is that? My wife needs this to live, and for them to think and act like this is no big deal is not only reprehensible, it's borderline criminal.
I am so glad my company finally dumped them. The other little trick they like to play is to suddenly and without permission switch you to generic - for which they were recently sued.
You should have requested the name of every person you spoke to over the last several days and written a lovely letter to the CEO and several vice president's of the company. I'd also tell them that your experience with their company has been duly noted on your web site.
I wrote a 4-paged, single-spaced letter to the CEO and four VP's of the Starwood Hotel and Resorts to tell them I would never stay at another one of their hotels. I received an apology from the manager of the Four Points Sheraton along with a full refund.
I know how to hold a grudge, though. I make sure every person I know is aware of how horrible my stay was. Hopefully, no one I know will ever stay at a Starwood hotel. I have oficially boycotted their chain. Since I make the decision of what hotel's my managers use, I never book them at a Starwood hotel. If a Starwood was the only hotel chain left in exsistence, I'd rather sleep in my car.
But a hotel is completely diffrent from medication. Medco should be aware of what could possibly happen to Heather without madication. Medco should also know if something did happen to her while she was waiting for her prescription, they could have been held accountable for their actions.
And you certainly deserve more than a written apology. Preventitive measures should be taken so another screw-up like that never occurs again.
Write a letter. As my grandmother always said, "The pen is mightier than the sword." Even with today's technology, a letter is still taken more seriously than a phone call or e-mail. Also be sure to send it certified mail so that you have proof as to when they received the letter.
Keep us posted on the results.