18 March 2007
After being diagnosed with sleep apnea some time ago my sleep study people advised a procedure called Continuous positive airway pressure (cpap for short). Initially after having trouble with my first cpap mask I was advised to switch headgear and masks and they recommended a new model that was supposedly much more tolerable than the old model.
So far so good.
The nature of durable medical equipment constitutes a new headgear and mask at every three month interval. For the past 6 orders (18 months) I have consistently been sent the incorrect mask on each subsequent reorder which turns out to be the original older model that I had originally oredered but have sine changed. When I called to plead with them to please take the old mask out of their computer to avoid any further shipping errors each time they agreed but the old incorrect mask kept coming. Yesterday I had a conversation with a lady named Rochelle and here is the exact transcript from the call.
Apria: Hello my name is Rochelle how may I help you today?
Me: Hello may I begin with your employee ID please?
Rochelle: silence permeates the receiver
Rochelle: How may I help you?
Me: Yes may I please have your employee ID please?
Rochelle: I'm not going to give that to you it's private.
Me: Alright then Rochelle let me have your supervisor please?
Rochelle: And what is this regarding
Me: I'll explain that to your supervisor
Rochelle: Hold on
60 seconds goes by
Rochelle: Hello my supervisor would like to know what this is regarding?
Me: Put her on and I will explain it to her
30 seconds elapses.
Rochelle: My supervisor is not at her desk can I take a message?
Me: No thank you I will contact the corporate office.
Rochelle: Fine I could care less
Me: That's obvious
So there you have it folks another prime example of stellar customer service from a company too long on business and too short on empathy.
Oh 7 days and no replacement mask.
See this website at www.accountraid.com
for problems with apria and followups.