Read the following and tell me what you think - I'm saying nuffink, me.
From: jenny xxxxx [mailto:xxxxx]
Sent: 06 June 2010 23:23
To: LifeScan, Customer Care [LFSGB]
Subject: Replacement Batteries
I telephoned last Friday to request replacement batteries for my Ultra 2 as mine had gone, these arrived yesterday so that's fine, thank you.
However when i telephoned to say you cross-examined me is an understatement, the lady i spoke to wanted to know all about my diabetes and then when I had last replaced the batteries, I said Oh, I dunno, but I had em off you whenever it was, so I expect you'll have a record. Yes, but when was it? I dunno. Well how long ago was it? I keep telling you I don't know, but it was before last Xmas. Well when was it? I was getting cross by this time and eventually she said 'Well it says here we sent you some on the something of July 2009' - so I said. Well then - that was when it was'.
Afterwards I thought, that was a flipping cheek and she had no right to ask ne any of those questions really, especially as I am already registered with you and you already know I am a bona-fide diabetic - I know this, because you asked for the serial number of my machine the first time I rang.
One of the questions you asked was how many meters I have, I said just the one but actually I remembered after, I have got another I keep in case I break or lose the other as I can't possibly live without a machine, being T1 on MDI.
I also thought I might treat myself to one of your snazzy -coloured machines to brighten my day, only to discover that i can't buy one now.
So I had a bit of a whinge about your attitude on the Forum I belong to and another member said she'd asked you for an additional machine so she had a spare and you'd told her she couldn't have one as she already has one!!! She wanted a spare in case she lost or broke the one, so she thinks she will get herself 2 of another make.
Is that what you want us all to do?
I await your response.
From: LifeScan, Customer Care [LFSGB]
To: jenny c
Sent: Monday, June 07, 2010 3:05 PM
Subject: RE: Replacement Batteries SR1-1943238225 CALL HADLING CHAPMAN
Dear Jenny C-------
Thank you for contacting LifeScan Customer Care.
Firstly I would like to apologise for the customer service you received. We always strive to give the highest standard of customer care and it is disappointing to hear that we did not manage this on this occasion.
When customers call we do have to check certain information for data protection and confidentiality reasons. We must confirm the customers name, phone number and first line of their address. If any of this information is missing we must then confirm their date of birth. There is additional information we do like to check on top of that. This includes information about the patients diabetes as sometimes the instances can change however when asking these questions we never aim to make the customer feel cross examined.
We must also check which meters customers have as we have a certain model of meter which is on product recall so we must confirm that that particular meter is not still with customers. Also on top of this we like to check all the customers meters are registered to ensure they are covered by the warranty.
Our policy on selling meters has now changed. We no longer sell them in pharmacies as we feel diabetics should not have to pay for meters and we found a lot of pharmacies were abusing the ability to sell meters, charging rates we could not control. We now provide meters free of change to doctors to distribute amongst their patients and in some circumstances we are able to provide these meters direct to the patient if they contact us and meet the specifications.
The reason so many questions are asked about the date your meter last had it’s batteries changed is because the batteries should last for a decent period of time and if they don’t last a reasonable length of time it could indicate there is a problem with the meter and we would need to replace it.
If we are unable to provide a second meter we always advise customers to speak to their doctors as if their doctor would like them to test and thinks it is best they have another meter they will provide another one. As mentioned above we do provide our meters to doctors free of charge so they can easily distribute them to their patients if necessary.
Having had a look at your account I can see that you would be eligible for another meter. So if you would still like one of our OneTouch®UltraEasy® meters please let us know and I can arrange this for you. This meter comes in green, pink or silver so please also inform us which colour you would like.
If your friend would still like another meter I would advise her to contact her doctor.
We are committed to providing you with excellent service and for your information we also provide replacement batteries, control solution and record books free of charge.
If you need any further assistance, please do not hesitate contact us. You may send an e-mail to CustomerCare@LifeScan.co.uk or alternatively you can call the Customer Care team on our Freephone number 0800 121200 (1800 535676 from Ireland). We are available from 8.30 am to 6pm Monday to Friday and from 9am to 1pm on Saturdays. A message service is available out of hours.
Customer Care Representative
a Johnson&Johnson company
Johnson & Johnson
50-100 Holmers Farm Way
Tel: 0800 121200
The information contained in this e-mail is intended only for the individual or entity to whom it is addressed. It may contain privileged and confidential information and if you are not an intended recipient you must not copy, distribute or take any action in reliance on it. If you have received this e-mail in error, please reply to the sender so that Johnson & Johnson can arrange for proper delivery. Please also destroy and delete the message from your computer. LifeScan is a division of Ortho-Clinical Diagnostics, 50-100 Holmers Farm Way, High Wycombe Bucks HP12 4DP UK
Registered in England No 2549777
Thank you for your response.
With regard to the extra meter for myself, my, my! - you have changed your tune on that one haven't you? Not been so long ago you told me I already had one of your latest meters so i couldn't have one. You know all about me and my equipment without me telling you, when it suits you, and please don't quote the Data Protection Act at me, that is just a complete smokescreen and it most certainly does not apply to the supply of batteries for electronic gadgets that I could actually go into Maplins or a camera shop and buy anyway. (If not the £ Shop)
I am of course very disappointed that you take the attitude that folk should have to go through a third party to obtain the means to manage their condition; as I expect you know very well many NHS doctors do not allow T2's to have test strips on the NHS so they buy their own. It is a cost issue and very often the PCT's deliberately misinterpret the NICE Guidelines on testing and instruct GP surgeries they mustn't prescribe to T2's not on insulin. My doctor tells me I use too many strips. I don't - I use exactly as many as i need to use! You seem to be complicit in this because you now won't supply a meter to anyone not on insulin. Terribly retrograde step for well-motivated T2's who do take the trouble to educate and look after themselves - very often with no encouragement whatsoever from the NHS, who simply do not bother to explain the condition to 99 out of every hundred T2's. Having said that - we very often know a lot more about it than our GP's do anyway, because fate has made it our business, LOL
Anyway I'll leave that alone too, it will just turn into a rant.
So finally - Yes! - I would like a OneTouch®UltraEasy® meter please - a pink one, preferably. LOL.