Arnold Layne
1/5
I had insurance that had a contract with the pharmacy Elixir. Elixir was great to work with but they unfortunately were acquired by Birdi. Birdi has the most incompetent, inept, immature “customer service” of any company I have ever dealt with. With Elixir, I just simply logged on to my account and re-ordered my prescriptions each time I needed them and my medicine promptly arrived by mail. When Birdi entered the picture, getting my prescriptions became a nightmare of having to call the company; having to listen to seemingly endless recordings of nonsense that had nothing to do with me, my subscriptions, or my reason of having to call; getting hung up on repeatedly; being transferred around from rep to rep; and being lied to by people who promised to “call me back.” I lost a day of work one day trying to get my prescriptions filled. I called at 9:00 in the morning and got Daria. Daria seemed to want to help me at first. She walked me through “creating an account” on Birdi’s website because the Elixir account didn’t transfer over but Birdi couldn’t get the website to work correctly. After 40 minutes on the phone of listening to on-hold “music” (that was actually an incredibly annoying 3-second keyboard riff that plays over and over 100s of times), irrelevant recordings of information that are unaffiliated with my situation, and recordings requiring me to choose between three different options that have nothing to do with my situation; a new person appears and starts speaking and suddenly Daria vanishes. The new person starts asking me the same questions that Daria asked me when we started our conversation 35 minutes ago. I, and the new person, have no idea what happened to Daria or why the new person is now talking to me. After asking me all the same questions that Daria asked me, the new person transfers me out to someone else. Then I get Paul. Paul puts me on hold for a long time coming back to tell me that he has to put me on hold again. I wait on hold a long time again and then he comes back to tell me he will call me back. Guess what. He never called back. So then I call back and get someone else. This person answers the phone by mumbling. I assumed that she was telling me her name but I can’t understand mumbling so I asked her her name. That made her mad. She paused for a while and said with an attitude, “Nae.” I asked her how to spell it which really made her mad. She spoke over me and wasn’t empathetic to anything I said. She couldn’t pull up my account (even though Daria and Paul could). She couldn’t pull up my prescriptions (even though Daria and Paul could). She put me on hold the first time of 20 minutes. She put me on hold again and after 20 more minutes, I had to hang up. I had listened to that 3-second keyboard riff at least 1000 times by then. So then I called and got Justice. Justice was very professional and immediately took care of my needs. Like Daria and Paul, she was able to immediately pull up my account (even though Nae said that my account didn’t exist and that it was impossible for them to bring it up and got mad at me when I told her that they did.) Justice immediately pulled up my prescriptions (even though Nae said that they didn’t have those records and that my prescriptions were impossible to bring up and got mad at me for telling her that Daria and Paul pulled them up.) Justice answered my questions, processed my order, and had me taken care of within minutes. But by that time, 8 and ½ hours had passed. I missed a day of work dealing with a poorly managed “customer service” department that needs new supervision and a whole new training program for the staff. If I had gotten Justice when I called at 9am, I wouldn’t have missed a day of work and I wouldn’t have had such a horrible day having to deal with a dysfunctional operation like Birdi.
