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MEDCO pharmacy Complaint - Poor Customer Service

Review by wkgman on 2010-07-12
I am forced by my new health care company to use MEDCO for my long term prescriptions. Setting up an account for each member of my family was more complicated than it needed to be, but was workable. Both my son and I have long term medical needs. Each of us received our first prescriptions in a reasonable time despite the considerable paperwork required. When it came time to refill the prescriptions, my son's refill was requested by mail, but I tried to refill my prescription online. I ordered my refill on June 6, 2010. I didn't receive notification that it had shipped until June 14. That is an incredibly long time considering I was getting same day service from my local pharmacy. I never received the refill that was supposedly shipped on 6/14. I sent 3 emails requesting help, or a replacement prescription. None of the emails was ever answered. I finally called, explained my circumstances and was told a replacement prescription would be mailed on an expedited basis with no charge to me. That was 9 days ago and I still don't have my medication. In the same time period, I have placed 4 separate orders with Amazon.com and all of those orders were filled and my merchandise was delivered in less than a week. Customer service at Amazon followed up with immediate order confirmation, notification of the mailing date and inclusion of a tracking number for the order. A email survey asking for ways they could improve their service came just after each order arrived. This was all for items that were not important to my health care. Why is it that MEDCO operates with such poor customer service in such an important field? Is there any recourse for those of us stuck with poor prescription support other than changing health care companies?
Comments:1 Replies - Latest reply on 2010-07-12
Posted by Venice09 on 2010-07-12:
Good, well-written review. I love the comparison to Amazon. I think it makes a good point. Medco is really putting your health at risk with its poor service. It makes you wonder if they realize it or even care. Maybe you should make all requests by mail instead of online. Maybe their online system is the problem. If that's the case, they should fix it before they harm someone.

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