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Posted by Rick Merrill on September 12, 2006, 5:01 pm
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Kyler Laird wrote:
> Several months ago (last year?) I got a toll-free number for a friend
> who was interested in switching to VoIP. (The number spells her name.)
> She switched to VoIP and in addition to the toll number she got from
> her new provider I routed calls to the toll-free number to her.
>
> That didn't last long. She kept getting calls from people looking to
> refill their prescriptions. I stopped forwarding calls to her and
> routed them to my phone instead. In talking to some of the callers I
> discovered who they were trying to call. It wasn't a simple dialing
> mistake. This medical company had printed her/my number on their
> prescription labels. The difference is that their real number started
> with "800" and mine had another toll-free prefix.
>
> For months I've been trying to get them to change their labels. I call
> every so often and I got through to a supervisor a few times. At least
> twice I was told someone would call to inform me of what they were
> doing to fix the situation. I never received a call.
>
> Recently after getting some more calls for them I tried a couple more
> times to get to a supervisor. These times I got blocked when I
> responded "no" to the question "May I have your birthdate?". The first
> operator hung up on me at that point and the second one just refused to
> pass me along to a supervisor.
>
> So...I want this number and I'm tired of this company being so
> obnoxious. I've been considering different options.
>
> 1. Place an outgoing message that explains the situation and then
> connect the caller to the company headquarters. Unfortunately I don't
> know how to directly contact a human there.
>
> 2. Place an outgoing message that says that the ordering system is down
> and request that callers leave a message with all of their order
> information. Then I'd contact the company and ask if they'd like the
> orders I have waiting.
>
> 3. Route the calls somewhere interesting. Lots of possibilities. I
> wish I knew the mobile phone number for the company's CEO.
>
> 4. Pass the calls along to the correct number but record them. Their
> line immediately says that the calls may be recorded so it's not like I
> don't have permission. Perhaps contacting the company with recordings
> of their customers filling prescriptions would get their attention. Or
> HIPAA's?
THAT's your best suggestion yet: Call the Co. HQ and speak to a lawyer!
Be sure to have a sample recording handy!
> Any thoughts? Keep in mind that the customers are just trying to refill
> their prescriptions using the phone number provided. I really don't
> want to make them suffer. I want the company to acknowledge their
> screwup and fix it.
>
> --kyler
Are you sayingg that they only printed 7 of 10 digits? It wasn't
completely clear to me what their mistake was.
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