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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:
manicmummyoftwo · 02/12/2011 17:43

I'm with you OP.

Earlier this year my car was broken into the same day as I had a hygienist appt. I phoned with 6 hours before my appt to explain that I would have to cancel as I was waiting for Autoglass to come out and repair my smashed windows. The receptionist's response? 'It's not your day is it because we will be sending you a bill for cancelling at short notice!' I informed her that I would be finding an alternative practice who had a bit more compassion!

Vote with your feet OP!

IteotYEARawki · 02/12/2011 17:43

Your husband could have dropped the kids off & gone to work in your car leaving you ample time to find a bus to the dentist, though. Then, with pain free smile, you would have had the rest of the day to sort out getting his car fixed.

At least that's how it would work here.

fanjoforthemammaries7850 · 02/12/2011 17:53

BlessYouToo _ No, I won't fuck off, thanks, I will report you though :)

fanjoforthemammaries7850 · 02/12/2011 17:55

why post in AIBU if you tell people who say you are to "fuck off" from the receptionist's perspective IMO you are BU and also unfair on her.

PeachesandStrawberry · 02/12/2011 18:15

OP.

I sympathise.

Sounds like you did all you could.

Ignore everyone who says YABU. At least you let them know and the receptionist should have done more to try and fit you in.

fanjoforthemammaries7850 · 02/12/2011 18:16

"Ignore everyone who says YABU"

or just post in chat where everyone will just sympathise and not actually answer the question AIBU

AnyoneforTurps · 02/12/2011 18:17

Calling in advance is no help if it's less than an hour before your appointment. They can't re-arrange their schedule or re-use the appointment in that sort of timescale.

SardineQueen · 02/12/2011 18:21

Good lord you are being utterly unreasonable.

fanjoforthemammaries7850 · 02/12/2011 18:21

hear hear

blackoutthexmaslights · 02/12/2011 18:32

bloody hell don't know where to start [shocked]

YABU

VivaLeBeaver · 02/12/2011 18:40

Sorry but yabu. You had an appt that you didn't keep. Your dh should have got a taxi to work or he should have been late. You should have kept the appt. You could have made the appt, you chose not to.

You're lucky you're not at my nhs dentist, if you miss two appts there or even if you cancel within 24hours you're kicked off the books.

VivaLeBeaver · 02/12/2011 18:46

And yes you're right the dentist is there to provide a service. And I'm sure he did provide a service to everyone who turned up on time. If they're fully booked then they're fully booked, ie there is no space to squeeze you in. Unless you're so entitled that you feel the dentist should have bumped everyone's appts back by 15 mins and then gone home late himself.

Thefoxsbrush · 02/12/2011 19:32

Yab completely unreasonable! A toothache appointment is normally 15-20 minutes long so you would have missed your entire appointment. At all the dental practices I have worked in there are never available spaces through the day and urgent toothache appointments are often double booked. Yes you are willing to wait but until when? You would cause the dentist to work into his lunch hour which is his/hers, the nurses and the receptionists time. Yabvu!!!

MissPentChristmasBudget · 02/12/2011 19:36

OP, did you by any chance slam someone's car door to get past them yesterday?

jinty71 · 02/12/2011 19:47

You missed your appt the rest of the day is probably fully booked- i for one would be mad if i had to wait for my appt if i was on time and you were taken before me.And i reported your post to fanjo totally uncalled for.

SlinkingOutsideInSocks · 02/12/2011 19:48

Most people who are late for appointments have a good reason for being late, even if it's just being held up in traffic.

How is this is any consolation for the rest of the scheduled appointments? What if 50% of the appointments that day are late - some 5 mins, some 7 mins, some 8 mins - can't you see what a nightmare that must be for the receptionist, the dentist and the people turning up on time for their appointments?

Every day they will have to deal with this. Every day someone will be late, and they'll have a really, really good, legitimate reason for being late.

If your appointent is an early one, then not only might the next person not even be there to take up you place, but it then throws the schedule out for the rest of the day.

AND with you then asking to be slotted in somewhere else - this will cause even more of a delay for those further down the appointment schedule. Especially if it's an NHS dentist which is probably fully booked.

YANBU to be pissed off at missing out due to being late (your own 'fault'; not the dentists) but YABVU to expect them to rearrange their entire schedule for you.

Again, this must happen to them every day and it must be infuriating.

HairyBeaver · 02/12/2011 19:49

So your pissed off because YOU were late due to YOUR car braking down and yet you expect THEM to re-arrange around YOU?

Really? Hmm

SlinkingOutsideInSocks · 02/12/2011 19:54

I mean, it's lovely that you were happy to wait to be rescheduled, but quite frankly, I wouldn't have been happy if your lateness and delay had caused me to wait. Esp if I'd got time off work or someone in to mind the children.

I'd have been really pissed off. Being held up because of some random person who couldn't get in on time, when I'd made it my business to get in on time.

The receptionist doesn't just have you to consider - she also has everyone else on that day's schedule. Xmas Hmm Feels like I'm stating the bleeding obvious, but apparently not..........

NinkyNonker · 02/12/2011 21:16

Blimey, why bother eh? Out of the 94 messages to date only one has agreed with you. 1 almost agrees with you. And yet you STILL think you are the reasonable one, when sheer force of numbers would indicate that you are, in fact, 'unusual' in your view. To only acknowledge that one post while simulataneously putting everyone else down is poor form.

Most have also said that they feel for you etc, many have offered solutions and advice, but still with the attitude. Did any of that attitude inadvertantly creep out when talking to the receptionist who was so 'up her own arse' when you missed your appointment by any chance?

NinkyNonker · 02/12/2011 21:18

And yes, miss two appointments with my NHS dentist and they boot you out.

Kayano · 02/12/2011 21:30

I can't believe this OP

If she had this kind of attitude with the receptionist no bloody wonder they couldn't try to be flexible.

Not that they should have to with the lateness

SHOULD HAVE LEFT EARLIER - NOT THE DENTISTS PROBLEM

Oh look I can be rude too Wink

alemci · 02/12/2011 21:34

seems a bit inflexible. You couldn't help your situation and you did keep them informed. My dd's went yesterday and we were running about 5 mins late.

Wednesday is ridiculous. They should be able to fit you in for an emergency before then.

However I did read your Tesco thread I think about the receipt not going through. You do seem to be having a run of bad luck. Perhaps you don't always put yourself across well because you are stressed and need to be a bit calmer and more apologetic.

BustersOfDoom · 02/12/2011 21:58

If your toothache was that bad then I can't understand how you managed to spend the hour before your appointment driving back and forth. Really bad toothache, requiring an emergency appointment, is usually the excrutiating, head throbbing, where are the pliers kind of pain.

Having needed emergency appointments myself due to a dental abcess last year I was on the dentist's doorstep on the dot because I was so sodding desperate to have it sorted. I'd have sent DH off in the car himself to drop the kids off and would have walked/got a bus or taxi to the dental surgery just to make sure I got there. No way would I have been driving anyone about. I was in too much pain to concentrate on anything.

Many, many years ago I was a dental nurse and my boss was absolutely strict on late comers. Ten minutes past your slot and he would not see you. Do that for two appointments and you had to find another dentist. Do it once and be abusive to the receptionist who was acting on his orders - find another dentist.

Sidge · 02/12/2011 22:15

Fit you in where exactly?

I doubt very much they have spare appointments lying around unfilled just waiting for people who were late for their scheduled appointment, to be fitted in to Hmm

I have clinics. Patients are booked in every 10 minutes. If you are 15 minutes late then you have completely missed your appointment. I always appreciate a call if people are running late and will try and accommodate them i.e. if I've had a cancellation, or a DNA (did not attend) but it's not always possible.

Why should the people who have appointments after yours who arrived on time be made late, because you couldn't get there on time for whatever reason?

And if we DO run late for whatever reason we get earache from a fair few patients who seem to think we're sitting behind closed doors eating cake and playing Scrabble...

Original poster
BlessYouToo · 02/12/2011 22:29

DH worked until 9pm tonight. As I said no buses and taxi would have been at least £15 each way. If he had taken my car, I would not have been able to attend the 2 other appointments I had today and pick the DCs up from school at time (school 40 mins walk away).

It is not unusual to wait 15-20 minutes when we go to the dentist anyway and I can guarantee that if I had got there on time I would not have gone in on time. Seems to work one way but not the other (similar with GP appointments) and no their time is not any more important than mine.

I did all I could to get there and rang up and informed them before that. I am sure the receptionist could have helped me out as I stated before, the place was empty. I am not convinced she asked the dentist at all. She did not make eye contact for the whole time I spoke to her. She was was an arse (unfortunately I did not tell her that and was not abusive Hmm). Shocking customer service IMO. I shall be taking it up with the dentist on Wednesday (after giving her evils while I am not doubt waiting for my appointment).

I am coping on painkillers, must have a much higher pain threshold than some others on here.

OP posts: