Russell Williams
Well-Known Member
Long, boring, account of a successful battle with a drug supply company and a drugstore. To be read by people who hope to get to sleep quickly.
List of characters the names of the characters are not their real names.
Harry first contact at express scripts
John CVS drugstore contact
Sally second contact at express scripts
Mary supervisor and third contact at express scripts
Friday Louise was released from the hospital and a prescription for her was called into a drugstore. Louise and told them to be sure to call it into CVS on Wilson Boulevard. Friday night she went to see her local CVS to get the prescription. They did not have the prescription ready for her and Louise's perception was that CVS personnel told Louise that the prescription had already been filled at some other drugstore and therefore Louise needed to get her prescription from the other drugstore where the prescription had been filled and that CVS had no way of finding out where the prescription had been filled and therefore could not tell Louise where to go to pick up the prescription that had been filled.
Saturday, I woke up from a nap, heard Louise on the telephone and it sounded like she was talking about medicines and prescriptions. I picked up the receiver to listen. I quickly realized that Louise was talking to someone (who I will call Harry) at express scripts. I have trouble completely accurately remembering reasonable conversations. I have a great deal more trouble remembering conversations that I consider very bizarre. I considered our discussions with Harry to be very bizarre. Once I join the conversation, even though Louise told Harry that I was her husband, Harry started asking me questions about who I was. At some point Harry said that he could not talk to two people at the same time. I told Harry that there was no problem, if I had a question I would tell Louise, on the phone, what my question was and Louise could ask Harry my question. After a little bit Harry again said that he could not carry on a conversation with two people at once. I told Louise to explain to Harry that I was not talking with Harry, Harry was talking with Louise. I was only listening to Harry and talking to Louise who would then redirect my questions to Harry. To various and sundry questions Harry's major response was that we should call CVS and they would know all the answers. Harry wanted to know the medication dose of the medication. By this time I was in the kitchen and Louise told me what the medication was. Harry explained that he would not accept the name of the medication because it was read to me by my wife. It was required that I must read the name of the medication to him. I did. Harry then explained that CVS had all the answers. I had Louise ask Harry what the next step would be after CVS said they did not have the answer. Harry again pointed out that CVS would have all the answers and what we needed to do was context CVS.
I wrote down the times in a short summary of this interaction and then called someone at CVS. I explained to the person at CVS that Harry at express scripts said that CVS would have all the answers about Louise prescription. The person CVS told me he did not have all the answers. I told the person at CVS that," Yes I know you do not have the answers, you know you do not have the answers, but for some reason Harry at express scripts believes that you are the fount of all knowledge".
By this time Louise was so frustrated that she decided would rather not take the medicine than try to deal with a situation that she considered irrational and nonsensical. Since I have had a lot of experience dealing with people whom I consider irrational and nonsensical I, Don Quixote de La Hagerstown decided that I would rescue my Dulcinea by charging the windmill called express scripts
Having been again told that CVS had no idea what had happened to the prescription other than that it was filled at some other drugstore and the cost was something like $280. I did ask how much it would cost if both Medicare and my other insurance kicked in his told cost $30. The person at CVS and I said goodbye to each other and I called express scripts back.
This time I wound up talking to Sally at express scripts. Sally was extremely helpful. Other than asking for Louise's birthdate and my relationship to her she did not ask for more details. I read the name of the prescription off of the paperwork that had been sent home with Louise. Sally started checking into it. At one point Sally asked me if I could also contact CVS and so I had Sally on one phone and John at CVS on the other phone. In the going back and forth between the three of us Sally was able to figure out what the problem was and explained that John at CVS would have to contact a particular number at express scripts. John said he would make the phone call. I told John that I would call back in about 15 minutes to find out how things are going.
I then asked to speak to Sally's supervisor. To her supervisor I gave great praise of Sally and contrasted her service with the service received from Harry. Since Sally's supervisor had my phone number I told her about what time the call had been placed to express scripts and answered by Harry. Sally's supervisor for me that she would be able to listen to the tape of the conversation that I had had with Harry and determine whether or not Harry's customer service met express scripts standards. Sally's supervisor was so good at what she did that I told her that given her competency she would probably wind up rising higher within the corporate structure. I should've asked for Sally's supervisor's supervisor so that I could give a compliment to Sally's supervisor.
List of characters the names of the characters are not their real names.
Harry first contact at express scripts
John CVS drugstore contact
Sally second contact at express scripts
Mary supervisor and third contact at express scripts
Friday Louise was released from the hospital and a prescription for her was called into a drugstore. Louise and told them to be sure to call it into CVS on Wilson Boulevard. Friday night she went to see her local CVS to get the prescription. They did not have the prescription ready for her and Louise's perception was that CVS personnel told Louise that the prescription had already been filled at some other drugstore and therefore Louise needed to get her prescription from the other drugstore where the prescription had been filled and that CVS had no way of finding out where the prescription had been filled and therefore could not tell Louise where to go to pick up the prescription that had been filled.
Saturday, I woke up from a nap, heard Louise on the telephone and it sounded like she was talking about medicines and prescriptions. I picked up the receiver to listen. I quickly realized that Louise was talking to someone (who I will call Harry) at express scripts. I have trouble completely accurately remembering reasonable conversations. I have a great deal more trouble remembering conversations that I consider very bizarre. I considered our discussions with Harry to be very bizarre. Once I join the conversation, even though Louise told Harry that I was her husband, Harry started asking me questions about who I was. At some point Harry said that he could not talk to two people at the same time. I told Harry that there was no problem, if I had a question I would tell Louise, on the phone, what my question was and Louise could ask Harry my question. After a little bit Harry again said that he could not carry on a conversation with two people at once. I told Louise to explain to Harry that I was not talking with Harry, Harry was talking with Louise. I was only listening to Harry and talking to Louise who would then redirect my questions to Harry. To various and sundry questions Harry's major response was that we should call CVS and they would know all the answers. Harry wanted to know the medication dose of the medication. By this time I was in the kitchen and Louise told me what the medication was. Harry explained that he would not accept the name of the medication because it was read to me by my wife. It was required that I must read the name of the medication to him. I did. Harry then explained that CVS had all the answers. I had Louise ask Harry what the next step would be after CVS said they did not have the answer. Harry again pointed out that CVS would have all the answers and what we needed to do was context CVS.
I wrote down the times in a short summary of this interaction and then called someone at CVS. I explained to the person at CVS that Harry at express scripts said that CVS would have all the answers about Louise prescription. The person CVS told me he did not have all the answers. I told the person at CVS that," Yes I know you do not have the answers, you know you do not have the answers, but for some reason Harry at express scripts believes that you are the fount of all knowledge".
By this time Louise was so frustrated that she decided would rather not take the medicine than try to deal with a situation that she considered irrational and nonsensical. Since I have had a lot of experience dealing with people whom I consider irrational and nonsensical I, Don Quixote de La Hagerstown decided that I would rescue my Dulcinea by charging the windmill called express scripts
Having been again told that CVS had no idea what had happened to the prescription other than that it was filled at some other drugstore and the cost was something like $280. I did ask how much it would cost if both Medicare and my other insurance kicked in his told cost $30. The person at CVS and I said goodbye to each other and I called express scripts back.
This time I wound up talking to Sally at express scripts. Sally was extremely helpful. Other than asking for Louise's birthdate and my relationship to her she did not ask for more details. I read the name of the prescription off of the paperwork that had been sent home with Louise. Sally started checking into it. At one point Sally asked me if I could also contact CVS and so I had Sally on one phone and John at CVS on the other phone. In the going back and forth between the three of us Sally was able to figure out what the problem was and explained that John at CVS would have to contact a particular number at express scripts. John said he would make the phone call. I told John that I would call back in about 15 minutes to find out how things are going.
I then asked to speak to Sally's supervisor. To her supervisor I gave great praise of Sally and contrasted her service with the service received from Harry. Since Sally's supervisor had my phone number I told her about what time the call had been placed to express scripts and answered by Harry. Sally's supervisor for me that she would be able to listen to the tape of the conversation that I had had with Harry and determine whether or not Harry's customer service met express scripts standards. Sally's supervisor was so good at what she did that I told her that given her competency she would probably wind up rising higher within the corporate structure. I should've asked for Sally's supervisor's supervisor so that I could give a compliment to Sally's supervisor.
