Where to begin...First of all understand that this comes from a customer who used your organization for almost 15 years...Of course you could verify that, if some wizard in your organization hadn't convinced you that the new computers couldn't talk with the old computers so you couldn't transfer your patient data records to the new system, leaving your staff unable to see my historyReally?
Second, In an economy like this, one would suppose that organizations like yours- that traditionally thrived by offering value, would do more of the same...That was not my experience...Do I start with really unprepared sales staff - There were so many 'specials' that nobody knew which was right for me - I was forced to tell the sales associate to start over because she was trying to get me to agree to a total that would have arrived at over 750 dollars for an exam two pairs of glasses and contacts...Really?
She explained that things were not the same since the new owners had taken overCommissions had been cut etc Well that would at least explain your incentive to try and financially rape me, wouldnt it?
I then approached one of your managers after the experience and told him I was disturbed by this incident. I explained that I wanted him to please pass my concerns to his superiors in his next available meeting. He assured me that he would try. I waited a week before returning to the store location, in order to make sure that the above order would be ready. Imagine my level of anxiety when I found out that the contacts weren't in. And no, my prescription is not in any way exotic. So once again, I approach the manager -Sidrawi- who was a courteous gentleman and once again respectfully conveyed my concerns. He immediately apologized for the second time and promised to have the contacts shipped to my home - which was approximately 30 miles away.
As I write this I am 2 days away from my 30 day Guarantee limit. I called the store location this morning, and imagine my surprise when Sidrawi picked up the phone. I introduced myself and reminded him of our conversation, almost three weeks past. He asked me to please hold, which I did.
Within three minutes he was back on the phone and informed me that the contacts had been shipped to my address. He read off the correct address. I replied that perhaps I owed him an apology and would call him back after checking with my wife to see if my contacts had arrived.
I was on the way back to the phone after checking the house and mailbox when it rang. It was Sidrawi, who explained to me that he had searched and found the contacts in the back room. He explained then that he would be mailing out the contacts for arrival next day. Presumably Monday since tomorrow is Sunday. He then courteously offered to send the next 6 months within a week. I assumed that I was getting a years worth when I made the purchase.
Next time, I will be going to your competition. Why have you allowed greed and short term thinking to invade what I know was an excellent organization?