Thursday at the end of April: Time to reorder my monthly prescription medications. I open the URL for Bartell's Rx page. It looks different, but the general specifics are still there. I type and enter the number of my first med.
Error: "Please check the RX number and try again."
I try again. Error. I try a modified number. Error. I try a different number, typing carefully. Error: "If you are still having difficulty, please contact the pharmacy."
Not to worry, I know I can always reorder by phone.
I call the automated hotline, but this presents another unforeseen problem. As I enter the Rx number, my phone shows me all the digits I have dialed. For example, 104114. The automatic voice, however, reads back the number as 1041144 (an extra digit). "If this is correct, press 1; If this is not correct, press 3."
So I press 3 and try again, but again I get a similar response. It's not my shaky fingers, my phone reports the correct numbers as I have dialed them. The automated service is somehow in Error.
Not to worry: After further attempts fail, I'm given the option to contact the pharmacy directly, as I have done in the past. The line is answered, "Bartell's Pharmacy…?"
I briefly explain the extra digits. "Can I just tell you who I am and order the meds through you?"
CLICK… Silence. Momentary disbelief. The call hangs in an empty void. Am I on hold? Am I disconnected? "I guess that means No, then," I finally say to the nothingness.
Curiously, one of my daily meds is 40 mg of Ziprasidone. Technically, that means I don't get angry anymore. I'm stuck on mellow. But I shouldn't be.
I wait till later and start again. This time I'm successful. But I feel I've been punished because someone else's technology had so far failed. In fact, this is an old pet peeve of mine. Yours, too, probably. That's one of the reasons why our local Covid inoculation program seems so impressive (it actually works).
Like you, my medications are important to me. And normally, Bartell's treats me very well; especially considering the years of horrendous service I experienced at Harborview's Outpatient Pharmacy.
Should I complain? Spreading some awareness of the company's intermittently faulty tech should help clarify why calls like mine are received by those appointed to answer them. Just such an understanding became clear to me decades ago in my own work experience. It's like a big "Out Of Order" sign written in multiple languages, you can't miss it.
Now where's my Ziprasidone, before I get cranky…?