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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Customer service is so shit these days!

117 replies

BlessYouToo · 02/12/2011 12:30

I had a dentist appointment this morning at 9.00am (terrible toothache) but DH's car broke down last night so I had to take him to work this morning.

Luckily the DS's had a school activity so started at 8.10 and we could drop DD at 8.15. DH's work is a 20 minute drive away and he had to be there at 9.00 but we got there at 8.45 and I knew I would not make it back for 9.00. As soon the dentists opened I rang them from the car and told them the situation and that I would be a little late. They said that they would not see me if I was more than 10 minutes late so I drove as quickly (but safely) as I could stressing all the way and got there at 9.15 as the traffic going in my direction was a nightmare as usual.

There was absolutely nothing I could do about it, I had rang them and informed them and DH's car situation was unforeseen.

I apologised profusely and told them that I did not mind waiting until there was a free slot (thought that as I was not there at 9.00 the dentist could have seen the next patient earlier so could have seen me later on) but the receptionist absolutely point blank said the dentist would not see me so I am left in agony until next Wednesday. Not sure if she even asked the dentist actually as we have been seeing him (whole family) regularly for 6 years and he is not usually an arse!

She also told me that they may charge me for the missed appointment! AIBU to think that this is completely unreasonable? They have me over a barrel as I can't change dentist because I probably will not find another NHS one which they well know.

I had a problem with Tesco last week where they basically accused me of fraud. I contacted the local store manager who was very apologetic and assured me it would be investigated and they would come back to me by Monday at the latest. A week later I have heard nothing so had to complain again this morning.

OP posts:
IWantAnotherBaby · 02/12/2011 14:13

YABVU. But you know that by now. It is not their fault you missed your appointment and they are under no obligation to 'fit you in'. If you were in agony then you should have made your appointment your first priority. Your DH could have made alternative arrangements for getting to work. Instead you chose to put his lift to work first, and then expected other people to rearrange everything to suit you.

Kayano · 02/12/2011 14:15

I actually secretly enjoy telling customers 'no, sorry' BlushGrin

ESP when they are totally wrong. You do it very professionally
Ofc but as the earlier poster said. Good customer service is not 'give the customer exactly what they want at all times'

AnyoneforTurps · 02/12/2011 14:19

If you are in pain then you should not have to wait until next Wednesday to see a dentist

She didn't have to wait till Wednesday. They gave her an appointment today and she failed to turn up. Missed appointments cost the NHS millions and deprive other people of the chance to be seen by a doctor/dentist.

emsyj · 02/12/2011 14:25

The missed appointment won't have cost the NHS anything - it's a dentist. They get paid according to the work they do. They are not salaried or employed by the NHS. That's why they want to charge a fee for the missed appointment.

Regardless of the rights or wrongs of it, she should not have to wait a further 5 days to see a dentist to have the pain dealt with. Waiting for a cosmetic or non-urgent treatment, fair enough. I assume you have never had toothache, AnyoneforTurps - or been late for anything, ever.

"I actually secretly enjoy telling customers 'no, sorry'" - I hate this attitude.

AnyoneforTurps · 02/12/2011 14:31

The dentist is part of the NHS and the missed appointment will have lost the dentist income. No wonder so many dentists are giving up NHS work if this is how they are treated. And I'm sure someone else could have used the appointment.

I have had toothache. I prioritised getting to the dentist's appointment. It sounds as if the OP expected the dentist to rearrange his entire schedule to accommodate her family's arrangements. I have also been late but when I'm late I accept that I may miss out on things. I don't try to blame other people for not accommodating my lateness.

emsyj · 02/12/2011 14:35

I don't think missed appointments are the main reason why NHS dentists are stopping NHS work. According to my brother, it's because the piece rate paid for the work that the NHS is willing to fund is so low that "the only way to make any money in NHS dentistry is to be rude [so as to squeeze in ten patients an hour and cut out the pleasantries] and do a crap job, and I'm not prepared to do either". Although he still does NHS dentistry - he just doesn't make any money.

I, too, would prioritise the dentist over all other things if I had toothache - there's nothing worse - but it really is not acceptable to expect a patient to wait 5 days in pain without treatment.

I'm really amused by the contrast of this thread with all the catbumface sanctimoniousness with the 'oh it's just a shitty nappy and the cleaner will be delighted to clear it up after you and toilets stink anyway so what's the problem' on the nappy thread!!! People are strange.

DoesNotGiveAFig · 02/12/2011 14:37

So it doesn't matter that it costs the dentist time and money?? Dentists have large overheads to find money for too you know.

If it's that bad go to the hospital and see the emergency dentist, if not take some paracetomol and wait for wednesday.

emsyj · 02/12/2011 14:44

I didn't say it didn't matter - just that it's not the NHS who will be footing the bill. It is rude to be late, but leaving a patient in pain for 5 days is not right IMO.

2BoysTooLoud · 02/12/2011 14:49

Oh I feel for you op it must have been really frustrating.
It would put me off going back.
Good luck with your tooth.

BleurghUna · 02/12/2011 14:54

BlessYouToo wrote: Still do not understand how IABU! Do you really want to know what people think? Why post in IABU if you think YANBU?

vincettenoir · 02/12/2011 15:07

I can understand your frustration but tbh you missed your appointment and the dentist didnt have the time to fit you in. It's as simple as that. More about logistics than a customer service issue.

Kayano · 02/12/2011 15:14

Emsyj - the customers don't know I'm enjoying it but the fact of the matter is they can't always have their own way, it's just
Not possible!

I had a customer who had a preventable problem once that we could fix but at a price as they had no cover. Now they wanted it free because it was a problem with our product. Yes, but it wasn't a known problem, was entirely preventable and their own fault and I can't just wave a magic wand to get it fixed free. Someone needs to pay for the fix! It involved people working at the weekend.

At the end of the day when working and dealing in CS you have to be prepared to be told you can't have what you want... Just because you want it.

And tbh if I was in that much 'pain' no way would I be late. Dentist isn't responsible for your circumstances that morning

fanjoforthemammaries7850 · 02/12/2011 15:28

Kayano, are you a masochist? I hate having to tell people no because I then get a load of grief. People still think I am just saying it for no reason though. Hmm

KaraStarbuckThrace · 02/12/2011 15:35

I phoned no less than 15 dentists this morning to try and get an emergency appointment due to severe toothache. Didn't get one. I really hope that the appt you failed to keep wasn't at one of these 15!
YABVVVVU.

Though I do sympathise on the toothache, it is shit isn't it?

DoesNotGiveAFig · 02/12/2011 15:37

Sometimes it's a week as there are no appointments.

USE THE EMERGENCY DENTIST INSTEAD IF YOU CAN'T WAIT.

Or find another dentist.

DoesNotGiveAFig · 02/12/2011 15:38

Emergency dentist, emergency dentist laalalalala

ChrisMsBrian · 02/12/2011 15:42

Errrrrrrrrr I missed no less than 3 appointments (forgot about them) in the last 6 months, at a private dentist in our village. Was never charged, not even told off. I just gave him a really expensive bottle of red wine Blush

fanjoforthemammaries7850 · 02/12/2011 15:46

the emergency dentist is for people who are not registered. If you are registered with your own dentist they should see you within 48 hours for toothache.

Kayano · 02/12/2011 15:47

I hate getting grief and I dread getting the call but I do enjoy the actual telling them iyswim because I am quite good at keeping my cool on the phone and being reasonable and see it as a challenge.

I then go and weep in the toilets afterwards. I'm actually very good with ppl and will offer to call ppl back and for my personal work email to try and resolve
Issues for them etc

But not if they are beig totally UR and I can't do anything. There is a limit to what you can do on the front
Line

fanjoforthemammaries7850 · 02/12/2011 15:49

oh yes, I agree, some people have a huge sense of entitlement and think if they are very rude and shouty they will get what they want.

Tends to be the opposite way I find.

DoesNotGiveAFig · 02/12/2011 15:50

Fanjo is that legislation?

My point is that if you are in unbearable pain and no one will see you, you can go to the emergency dentist, or a&e. I make no comment about the rightness or wrongness of having to wait another week, or having to go to a&e / emergency dentist, just pointing out another solution.

fanjoforthemammaries7850 · 02/12/2011 15:51

I do believe that is NHS rules yes.

DoesNotGiveAFig · 02/12/2011 15:52

Interesting..can the OP not use this piece of information to get an appointment then?

fanjoforthemammaries7850 · 02/12/2011 15:54

yes, if pain is keeping her awake and she is needing painkillers.

fanjoforthemammaries7850 · 02/12/2011 15:55

but note - do not tell them this is the case if it is not true, as it will become very obvious when dentist examines you and they won't be impressed.

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