Why is it that brilliant individuals suck at customer care? First up, I attempted to provide a friend who is a PHD student at Purdue a year’s subscription to my go-to AI source, Perplexity.ai. I went through their store OK, but the login credentials my friend received would not work. Both of us worked with their email support address, only to discover, all the time we were talking to a bot. This bot told us support does not support purchases from their store, and vectored us to another link, which at first did not work. When it finally worked, we contacted the store, and haven’t heard from them since. I have disputed the charge, over $200, which my credit card company tells me has been refunded for up to 90 days while they try to get to the bottom of this mess. Now, back to the latest tech failure.
Last June 18, my GP prescribed for me to have a GMA, of vascular scan, to attempt to get a handle on my calcification and neuropathy in my lower legs. All straightforward, right? I was told the imaging center would call me to set up an appointment. After a week and no call, I contacted my GP’s office, and was told that they would resent the request. After another week, I stormed into their office, and after some frothing at the mouth, walked out with a prescription to hand carry to the provider, which I did. At the provider, I was told that they did not schedule, but they would send the script via fax to their scheduling person, and I would hear back within 24 hours, which I did. It is scheduled for next Monday.
So the failure is simple to explain. The GPs’ office has no direct feedback that their requesting fax went to the right party, and/or that scheduling would take place. Once the fax is sent, and I assume feedback that it was received by something, their job has been accomplished. Hell of a way to run a railroad.
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