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Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 4:46 pm
by 49er
Awesome Johnny. Too bad you can't be cloned to run other businesses that desperately need your outstanding efforts.
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 8:10 pm
by Drowsy Dancer
And now we have...the rest of the story.
I kind of feel for Husband, you know?
EDITED TO ADD: I stand corrected. HusbandHasApnea had the grace to apologize. I think the better of her now.
johnnygoodman wrote:Howdy HusbandHasApnea,
We told you incorrect information regarding your husband's Rx, this was our fault and we've made it right.
Here is the operational timeline:
1. While placing the order a CPAP.com CSR told you the Rx was valid.
2. On re-review, it was found invalid per our standards.
3. This was escalated to management, who reviewed it and agreed it was invalid.
4. I note that I was asked about this Rx yesterday as well and per our
Prescription Standards which exist because the regulators say to do it this way, it was invalid.
5. You called to dispute this but you were shouting and we could not explain ourselves. You hung up on us.
6. Your husband called and asked us to re-instate the order as well as request an LMN from his doctor on his behalf. We did so.
7. You doctor sent in your husband's LMN, it is valid and his order is processed and ships today.
We should have initially told you the Rx was invalid and did not. As a result we've waived overnight shipping and included an additional "sorry for the trouble" discount.
We will not ship an order with an invalid Rx no matter what. There are rules regulatory bodies have set and must live by. If you want to start a "overturn the silly and potentially harmful CPAP Rx rules" group, we are in.
Lastly, if you wish to continue doing business with us, you are going to have to be respectful to our CSRs moving forward. They are paid to help CPAP users, not to suffer verbal abuse. Please don't do that again. There is always a better way than that to handle an issue.
Johnny
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 8:44 pm
by kteague
Yes, it's good to hear the other side of the story. The customer's frustration was justified, but her abusive behavior was not. What I don't want to forget is the utter frustration the OP was already having with "the system" before she even got to dealing with cpap.com staff. Does not justify boorish behavior. I'm ashamed to admit it, but during my worst of times I got uncharacteristically ugly with a couple of those "straws that broke the camel's back". Dealing with all this is enough to make one stark raving mad. I say cut her some slack unless it becomes a pattern. Apparently Johnny has set the example by leaving the door open to possible future civil interactions. I think we should follow his lead. Piling on is ugly too.
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 8:48 pm
by chunkyfrog
What can one's spouse think of such behavior?
It's bad enough having apnea!
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 9:12 pm
by Wulfman...
Thanks for filling us in on the missing information, Johnny.
Den
.
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 9:21 pm
by palerider
Drowsy Dancer wrote:And now we have...the rest of the story.
I kind of feel for Husband, you know?
hopefully, *he* will register here, and we can help *him*
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 9:24 pm
by jduffeytx
HusbandHasApnea wrote:CPAP.COM YOU SUCK! And I will be sure the BBB knows it. And because of your negligence, you better damn hope my husband does not have a heart attack in his sleep, with the time you cost us with your negligence.
I do NOT want PMs from anyone here, I will not be coming back here. What a collossal waste of time. Truly unbelievable!!!!!
Bless her heart...
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 10:05 pm
by Drowsy Dancer
palerider wrote:Drowsy Dancer wrote:And now we have...the rest of the story.
I kind of feel for Husband, you know?
hopefully, *he* will register here, and we can help *him*
Yes, he was smart enough to call back and actually get the problem fixed.
Re: CPAP COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 11:08 pm
by Guest
chunkyfrog wrote:What can one's spouse think of such behavior?
It's bad enough having apnea!
Sounds like she has untreated sleep apnea,
Re: CPAP.COM HORRIBLE SERVICE
Posted: Wed Oct 08, 2014 11:18 pm
by ems
Well... it's now apparent that "wife" was frustrated, scared and had a terrible temper to boot.
It is also apparent that Cpap.Com handled the matter in the most professional manner possible!
I wouldn't even consider ordering from a different on-line company. They have proven themselves many times over.
Re: CPAP.COM HORRIBLE SERVICE
Posted: Thu Oct 09, 2014 12:24 pm
by chunkyfrog
+1000
Re: CPAP.COM HORRIBLE SERVICE
Posted: Thu Oct 09, 2014 12:27 pm
by RicaLynn
jduffeytx wrote:HusbandHasApnea wrote:CPAP.COM YOU SUCK! And I will be sure the BBB knows it. And because of your negligence, you better damn hope my husband does not have a heart attack in his sleep, with the time you cost us with your negligence.
I do NOT want PMs from anyone here, I will not be coming back here. What a collossal waste of time. Truly unbelievable!!!!!
Bless her heart...
Jduffey I see what you did there... (lived in TN long enough to know what you're really saying )
Re: CPAP.COM HORRIBLE SERVICE
Posted: Thu Oct 09, 2014 12:30 pm
by palerider
RicaLynn wrote:jduffeytx wrote:Bless her heart...
Jduffey I see what you did there... (lived in TN long enough to know what you're really saying )
and pray for her poor husband.
Re: CPAP.COM HORRIBLE SERVICE
Posted: Thu Oct 09, 2014 12:31 pm
by RicaLynn
palerider wrote:RicaLynn wrote:jduffeytx wrote:Bless her heart...
Jduffey I see what you did there... (lived in TN long enough to know what you're really saying )
and pray for her poor husband.
Already was. She seems a right peach.
Re: CPAP.COM HORRIBLE SERVICE
Posted: Thu Oct 09, 2014 12:33 pm
by chunkyfrog
"Bless her heart, BUT! ---------------".
Edit--hideous, untrue accusation deleted.