I am writing to say how disappointed we were of the customer service last Tuesday, and previous contact.
I rang some time ago re a dental appointment as my husband had some work done at the Lithgow Dental Centre. The problem was he had a filling and it fell out. We were to receive some advice and no return phone call. So tooth still without filling.
I rang last Monday and left a message to make appointments for myself and husband for the dentist, and then when arranged can make an appointment for new glasses. No reply. No missed calls etc on my phone. Lady advised that they had trouble again with phones. Not the first time we have had this excuse. Maybe time to look for better phones.
We drove to Lithgow as I need an appointment as I have two broken teeth, that require attention. We went into the Westfund Lithgow, advised that lady at the front counter down stairs what we wanted and advised we did not get a call back and that’s why we were here.
She looked in the back office and there was no one there so she said to go straight upstairs to make our appointment.
We went upstairs and there was a lady in the waiting room watching the follow up of after the Melbourne Cup.
We waited and waited, then waited some more. The lady in the waiting room left and went into the lift.
We waited some more and still no one. Sometime later the lady who had been in the waiting room came back and walked down the corridor towards the dentist’s rooms. She now looked like someone who may have worked there.
After she walked down there I called out if anyone was there and no answer. My husband went down the corridor and a lady came back with him.
She advised us that the ladies down stairs shouldn’t have sent us up as they were having their Melbourne Cup Do.
She clearly did not want to serve us, we were a nuisance and did I feel it. I asked if there were any appointments Next Tuesday and was advised no, what about the following, no. What about Wednesday afternoon, next week or the next. One appointment, no good as we need 2 together or near the same time as we travel together and I wanted to male an eye appointment for the same day, which I have done previously.
This lady was rude, and said she would have to look up hubby re dentist etc. This lady clearly did not want to attend to us.
I said to hubby he could take appointment but I needed one before that so I would see if I could get seen in Bathurst.
The lady said words to the effect she had appointments that they didn’t suit us, not being together and the days we were after. making out we were being fussy, which we aren't. There are reasons for that, we have an Autistic Grandson and a one and half year old grandson who is pretty full on when trying to deal with the other grandson. We can’t travel and bring the kids with us, we have them every morning before they are dropped off at care, and we have them all day Monday and Friday. I have a volunteer commitment on a Wednesday and my husband had golf Thursday, (his only relaxation). I don’t feel I need to explain but have done so that we were not trying to be difficult, just that people have lives as well and not all of us can fit into the little box that the lady at Westfund was trying to do to us.
The lady was trying her hardest to hurry us up, and we felt boy… I said to hubby lets go and no sooner that we said it didn’t matter she was gone back down the corridor even before we basically left the counter and went to the lift.
We went downstairs advised the lady what the lady upstairs had said and they said they were not told about not sending anyone up. The ladies downstairs were more than happy to help but I was to cranky, we took the time to drive to Lithgow, after not being able to make an appointment over the phone, and we were not given any service. We missed the cup to go there, as well. Didn’t matter as my mouth was more important. Well I left and told the ladies downstairs we would be changing funds. We are self -funded retirees been in private cover all our lives. (even though now we can't afford it) We changed to Westfund when we moved to Bathurst as it was local. Well not now we are looking elsewhere. I had also requested to go on the focus groups, well you can take me off them as well. I have last Tuesday written a complaint but I just found this area, so writing it here.
Thanking you for your time
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