OTC problems

05/18/24

Devoted Health
Box 211037
Eagan, MN 55121
Attn: Larry Henry
Chief Operating Officer

re: OTC problems

For your convenience this document is published on the Internet at:
https://www.mkgappraisal.com/letter2024_12a.htm

I am in search of contact information so that I can communicate directly with a supervisor / manager that can help with OTC problem(s).

Specifically:

I am unable to open an OTC account so that I can place orders via the Internet. The reason I am unable to open the account is that your computer software / interface is defective.

To be clear, my email address is not defective. If your software / interface is unable to open an account with my email address, it means that your software is defective. The solution is not for me to get a different email. The solution is for you to fix your software.

I don't want to tell you how to run your business, but I think the person to help me will need to be a computer / tech person. I can say with certainty that the call center people are without a clue. I do not expect the call center people to be well versed in tech support, but I do expect them to provide me with the name, title, mailing address, and if possible email and a phone number of the right person to help me.

I have made 2 phone calls to Devoted Member Services at (800) 338-6833, and got pretty much the same response both times. I encourage you to listen to both of these calls.

Miracle, 1/24/24
https://www.mkgappraisal.com/miracle_otc.mp3
and then
https://www.mkgappraisal.com/otcXXisaac.mp3

The Miracle call lasts 31 minutes, and the Isaac call lasts 26 minutes. I think they will be self explanatory.

It is my opinion that Miracle was incompetent, borderline rude / disrespectful, and if I said she was no help at all, that would be giving her more credit than she deserves.

I ordered one item. I was charged for the item, but it never arrived. Miracle was worse than useless. Miracle was pathetic. If you listen to the call, and then investigate, and you think I am being too hard on her, please tell me that I have it wrong. I sincerely hope that I have it wrong.

If you make no comment, I will take that to mean we are in agreement that Miracle was below the minimum required standard.

Isaac tells me the reason I did not receive the item is that it was "lost in transit". I put this statement under the heading of: lip service, double talk, and BS. A transparent attempt to avoid an admission that Devoted (or perhaps CVS OTC Health Solutions) screwed it up.

Are you trying to blame the Post Office and/or the shipping company? Do your records indicate that the item was ever mailed / shipped? If so, on what date? Can you provide me with a tracking number? I wonder if Miracle intentionally sabotaged the order.

Please investigate. What have you got to say? Please back up your statement with facts, or evidence. Will you admit that this order was screwed up? Will you accept responsibility, and be accountable? Or not?

If I get no comment, I will take that to be an admission that you agree with my assessment.

My second issue, and by far the more important of the two, is for me to be able to open an OTC internet account.

I call your attention to the Miracle call, section from 27:34 to 28:20 - approximately 1 minute. You will hear me explain to Miracle that the person who calls me will need to leave a message. I ask that Miracle clearly state that I am requesting the caller to provide me with a call back number. I tell Miracle that I need a phone number where they will answer the phone. It would be helpful if they can provide a suggested day and time for me to call.

Miracle says:
(quote)
Yes, that's exactly what they are going to do.
(end quote)

Miracle was exactly wrong.

I did receive a phone call on 1/26/24. See attached . Xfinity tells me this call came in from (252) 671-3309. I don't recognize the number. Whoever it was that called did not leave a message.

Was this a call from an OTC supervisor, or not? If not, then that means nobody called. It is for certain that nobody left a message.

I asked Isaac to put in a request for a supervisor to call me. Pretty much the same conversation. No one called.

I wonder if this is a case of bad faith. I sincerely hope that I am wrong.

Mr Larry Henry:

A phone conversation involves (at least) 2 people. In order to have a conversation, someone needs to answer the phone. There can never be a conversation if both parties refuse to answer the phone.

I am not going to sit around all day and stare at my phone, waiting for your call. This is especially true when I don't know when (or if) the call might come in.

To be clear, I am not going to answer the phone.

It's pretty clear that your business model is for the supervisor from OTC to refuse to answer the phone. That means that we cannot communicate via a phone conversation.

Other possibilities that are acceptable to me are:

1) email
2) US Mail (a/k/a Snail Mail) via USPS
3) I am willing to make an appointment for a phone call, if you are.

As things stand right now, I am unable to make OTC orders via the Internet, because your software / interface is defective. And when I place an order over the phone, it is inconvenient for me, and your track record stinks. It's 50/50 that I will get charged, but never receive the item(s). And when you screw up my order, it is me that pays the price.

Unless you can help me with contact information, I have no hope of ever getting this problem resolved.

Will you help me, or not?

Philip G Rice
11268 E Linvale Dr
Aurora, CO 80014

D5SYZR
dob = 4/25/53
phil.rice@mkgappraisal.com
(720) 282-3376

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cc:
CVS OTC Health Solutions
9400 NW 104 Street
Medley, FL 33178
(888) 628-2770

Devoted Health, Corp HQ
221 Crescent St, #202
Waltham, MA 02453
Attn: Todd Park
Attn: Edward Y Park

-- End of Letter --

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Post Office receipt, including tracking number.
9589 0710 5270 1335 3024 53

Letter was mailed at the 80014 Post Office, on Saturday, 5/18/24, at 2:55pm, 5 minutes before they close.

This screen shot shows that on the next day, Sunday 5/19/24, the letter was still in Denver. The official Post Office estimate is a delivery date on Tuesday, 5/21/24. The Post Office thinks that on average, it takes 2 business days to get a first class letter delivered from zip code 80014 to Devoted in Eagan, MN.

The next screen shot, taken on Monday, 5/20/24 at 9:15 am shows that my letter arrived at the Saint Paul MN post office distribution center on 5/20/24 at 5:48 am. The letter has made it this far in 1 business day, or 2 calendar days. Current status is "in transit to the destination". The estimated deliverly is unchanged, Tuesday, 5/21/24.

The final screen shot, shows the delivery history.
Item delivered (individual picked up) at the 55121 Post Office. Tuesday, 5/21/24, 10:25 am. Delivery took 3 calendar days, 2 business days.

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Responses:

My letter was mailed 5/18/24. Delivered / Received on 5/21/24. I received 2 voice mails on 5/29/24.
The message from Devoted looks reasonable. However, with the benefit of hindsight, it turns out the message from Brandi is just more double talk, hocus pocus, propaganda, obfuscation, disingenious BS.
The message from OTC Health Solutions is pathetic. The person who left this message either did not read my letter, or (more likely), they are a moron.

OTC/Moron message (voicemail), 5/29/24, 11:21 AM.
Transcript, audio.

Devoted message (voicemail), 5/29/24, 10:56 AM.
Transcript, audio.

I received a Letter from Brandi Harmon, Supervisor, Appeals and Grievances at Devoted Health. Letter is dated 5/30/24, received 6/8/24.

Audio of my attempt to call Brandi - call 01. Call dated 5/31/24. 3.5 minutes. The call ended when Devoted hung up on me. I never had the chance to leave a message.

Audio of my attempt to call Brandi - call 02. Call dated 5/31/24. 7.5 minutes.
I spoke with Daniel Wims, Member Service Guide. The call ended when Devoted hung up on me. I never had the chance to leave a message. These 2 attempts to call Brandi Harmon make her look like a jackass.

A copy of my letter mailed to CVS OTC Solutions, 9400 NW 104 St, Medley, FL 33178. See distribution. This letter was returned. Post Office says "Refused, Unable to Forward". Somebody wrote "AMC" with a black Sharpie pen on the envelope, next to the address. I did not put that there, I assume it must have been someone at the Post Office.
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C:\Temp\devoted\reimburse
otc_miracle.txt
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