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Review for Amcare™ Group by Tony

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Tony, July 2021

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2.75 out of 5
Reliability
Communication
Product Range
Friendliness

Normally the staff are very friendly and helpful, but what on earth has happened ? Software problems ? Come on, what does it take to answer a phone or reply to e-mails ? Even if we heard that "your supplies will be delivered within 10 days" would be better than nothing. Living with a colostomy can be stressful but letters apologising for delays with no action taken are the absolute pits and adds to all

Normally the staff are very friendly and helpful, but what on earth has happened ? Software problems ? Come on, what does it take to answer a phone or reply to e-mails ? Even if we heard that "your supplies will be delivered within 10 days" would be better than nothing. Living with a colostomy can be stressful but letters apologising for delays with no action taken are the absolute pits and adds to all of our worries. We are not unreasonable people but SPEAK TO US, TELL US WHAT IS WRONG, GIVE US SOME CONFIDENCE and moreover give us the supplies we ordered. I have reported this to the NHS. I am off to Coloplast Direct. Shame on you Amcare

Reply from Amcare by Convatec
2nd July 2021

Hi Tony, thanks for leaving us your feedback. We are so sorry to hear about the problems you've experienced when trying to contact us by phone and email. We have distributed letters and emails, added a statement to our website and updated our social media channels to provide information to our customers about the current situation. If you have received our communication you're sure to be aware that following a recent software update to enable us to better serve you, there have been some technical issues that have resulted in some disruption to the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure you that this is our highest priority. We are sorry to hear that you're thinking of leaving us but if you would like to speak to one of our advisors and cannot get through by email or phone then you can also contact us via our social media channels on Facebook and Twitter and we would be happy to help.

Regards

Sally, Customer Experience Team - Amcare by Convatec

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