Quest Diagnostics Complaint - Outsourcing Basic Service to Their Customers
PALM HARBOR -- I've been a customer of the local Quest Diagnostics blood-testing store close to home since the mid-1990s. It was slick and easy: I walked in, gave the receptionist my script, waited a few minutes and was called back to have the blood drawn. I would guess no more than twenty minutes tops. No appointment was necessary. Several weeks ago my wife went in for blood work. She didn't have an appointment and was unaware you needed one. She was made to wait for two hours. Yesterday, June 3, 2010, I called to make an appointment. Got a telephone tree. It proceeded to tell me the hours, told me there would be training on every third Wednesday or whatever day, told me, finally, if I wanted to make an appointment to call the following number. I called that number and again got a telephone obstacle robot. It wanted first to help me locate the nearest Quest diagnostics center. I didn't need that information. I didn't need the hassle. Got in my car, drove to my nearest Quest diagnostics center. There was one woman drawing blood. The receptionist ducked me--before I'd said a word! I called out, "Is someone here?" She said yes but was in no hurry to come to the window. When she finally did, I told her I wanted to make an appointment. She told me they don't make appointments in person. It has to be done online or over the phone. Their business card says it's "quick, easy and convenient." IT IS NONE OF THOSE THINGS. They have laid off staff. This means if you simply walk in, as was the previous practice, you have to wait and wait and wait. To mitigate this they now take appointments (although the phone robot says an appointment is "not necessary.") So they don't have to pay an actual person to make appointments, they've turned that work over to their customers. They deliver less service now, but have not reduced the prices they charge for that service, nor have they made the company more customer-friendly. Every step they've taken is to bolster their bottom line at the expense of their former employees and, in my case, disgruntled customers. The CEO last year was paid around $17 million dollars for this abomination. My blood work? I've found another lab, one that opens at 6:30 am and takes customers on a first come, first serve basis.