I made a mistake last week on one of the online patient forms that I needed to complete for one of the at-home tests, so I live-chatted with their customer service department last Monday. I asked them if they could reset the online patient form. The live chat session with Sam took 30 minutes, because he didn’t know what he was doing. By the end of the live chat, he promised me that he would have the situation resolved later that day by IT.
I went back in this morning to complete the form again, and the form had not yet been reset. So, I decided that I should call and talk to a person instead of doing a live chat. Guess who answered the call? You guessed it. Sam.
I reminded Sam of my name and that we live-chatted a week ago. I informed him that the online form had not yet been reset. He said that it was reset on his screen, but that he could only fill out part of the form with my information. So, we went round and round again trying to find a solution. Here is a sampling of the conversation from our phone call today:
Me: Hi, Sam! I believe we live-chatted last week. My online form was supposed to be reset last week, and it was not. Can we reset it now?
Sam: Hi, let me look into that.
Me: Hello? Are you there?
Sam: Yes, sorry, please hold.
Me [after 5 mins]: Hello? Are you there?
Sam: ok- – – j – u – – – i – h – – – p – – l – – – – d – r – – –
Me: I am sorry. You are breaking up. Can you repeat what you said?
Sam: Yes, hold please.
Me [after 5 more mins]: Hello? Hello?
Sam: Yes, sorry, I am looking into the problem. ok- – – j – u – – – i – h – – – p – – l – – – – d – r – –
Me: I am sorry. You are breaking up again. Can you repeat what you said?
This went on for about 20 minutes before I started to become frustrated. Anyone who knows me knows that I have quite a bit of patience since I am a former teacher. I am kind and courteous for a very long time. After 20 minutes, he informed me that he would try to help me fill the form out on his side. We had tried this last week via live chat, so I was a little concerned, but I was willing to go along if it would mean getting this done. Here is how the next part of the conversation went:
Me: I need to update the first day of my last menstrual cycle.
Sam: Okay. What was the last day of your menstrual cycle?
Me: No, I need to update the *first* day of my last menstrual cycle.
Sam: Okay. Yes, okay. I have completed that.
Me: I also need to update my cycle phase.
Sam: Okay. I have that being the ovulation phase.
Me: No, it is the luteal phase. Please make sure to checkmark luteal phase.
Sam: No, that is the ovulation phase.
Me [wondering if this is for real]: No, please checkmark the luteal phase.
Sam: I just looked it up on Google, and Google says that is the ovulation phase.
Me: I don’t care what Google says, I am telling you what to put on *my* form.
Sam: Oh yes, I was looking at the wrong graphic. You are correct. It is the luteal phase.
Me: Can I speak to your supervisor?
Sam: I have no way of transferring calls.
Me: Are you really trying to tell me that there is no way for me to speak to your supervisor?
You can see where this call was headed. It did not get any better from there. It was a 45 minute waste of my time.
Some men know a lot about menstrual cycles, but this man didn’t. Needless to say, I don’t need a man who has no knowledge about menstrual cycles to explain them to me, and I especially don’t need a man who has no knowledge about menstrual cycles to explain them to me when his phone keeps cutting out.
Is this real life?!? 🤦♀️
Brutal. Customer service experiences like this on top of actually completing the tests (as I detailed in a previous post).
Beautiful. Calling my cousin after this call and laughing about the ridiculousness of this situation. Laughter is the best medicine.
Just another day of . . . This Brutiful Life: The Brutal & Beautiful Moments of My Life.
This Brutiful Life 