The complaint has been investigated and
resolved to the customer's satisfactionResolved Medco — Hype and puffery
resolved to the customer's satisfaction
I'm a retired IBMer. Under IBM's retiree medical plan, I've been getting prescription medications from Medco for several years. Medco service is extremely error-prone, in my personal experience, and its internal information handling is remarkably inefficient. And IBM is virtually impossible to reach with a specific emailed complaint about Medco. I believe neither Medco nor IBM wants any written record of dissatisfaction. Hence, I choose this public forum.
The most recent Medco flub on my account started about 3 weeks ago when I cancelled a 90-day prescription for Spiriva due to its $372.92 cost, and had my doctor fax a 30-day prescription. When Medco informed me the 30-day set was ready to ship, I checked its price, which turned out to be listed as $340.42.
This clearly was a serious error, so I called Medco to cancel that order, and explained that their database or perhaps some employee was a bit scrambled. The Medco rep apologized and said she'd cancel the 30-day order; I said I'd get the Spiriva locally.
Last week a Medco rep called me to say the 30-day Spiriva order price had been corrected. I told her that didn't matter to me, that I no longer trust Medco at all, am getting that med locally, and please make sure that 30-day order is cancelled.
This morning Medco sent me an email announcing that the 30-day Spiriva order has been received and is ready to ship. Unbelievable! I immediately called Medco to cancel that shipment. The rep assured me it would not be shipped. As I say, this amazing mismanagement instance is just the latest in a years-long series. It's clear to me that Medco is very badly operated. Perhaps it's a company that grew too fast. Perhaps it's just a company that's 90% hype and puffery. Whatever the case, I'm gone. But I'll be happy to discuss Medco - and the IBM benefits department's reaction to emails I sent them - with any interested party.
1923 Beach Drive SE
St. Petersburg, FL 33705
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