[Resolved]  Thyrocare Technologies Ltd — careless handling of customer requirement

Address:

Bangalore, Karnataka

Hi,

I had got done an alternative treatment for my 8 year old hyperthyroidism last November and wanted to check its authencity by getting a test done having zero traces of the daily doses of thyronorm in blood. I booked T3, TSH, T4 test on phone (thyrocare Mumbai customer care) and placed the above condition of test. I was told to enquire with the sample collecting person about it. Without paying much attention, he (Mr. Saleem) told not to have thyronorm just on testing day (I was not very convinced, but I went ahead believing him to know more than me being in this field). Test happened and reports were fine. i.e I could consider the alternative treatment successful. I requested the lab person to allow speaking to the pathologist to confirm on the test pre-condition but he told to email customer care about anything further. When I mailed, Dr sushma replied saying that I need to consult endocrinologist for all inferences. I didn’t ask for any advice post test, I was always talking about test pre condition, which pathologist doctor can surely understand & advice. She maintained this stand until two months! Inspite of her collegue declaring her understanding of my requirement wrong half way the period under consideration! Along with this mail communication with thyrocare happening for around 2-3 weeks and also after stopping the daily supplement, I was feeling tired, so I called customer care to do a retest with compensation as the test pre condition was not met just a month ago and it was waste of money for me inspite of mentioning the test pre condition from the start to all involved . (this I got it cleared when Dr Sirish called from Mumbai thyrocare and carefully listened & understood my requirement and told that the traces of daily supplement remain in blood until 15 days or so. ) I requested him to document the phone conversation in mail so that I can request customer care for compensation as he said he didn’t have authority to grant compensation. He reluctantly agreed, and as expected no mail came from him. So I called the bangalore sample collection person as last resort to place my final request for compensation. He also kept beating round the bush. Two months have gone by that I have stopped daily dosage and two weeks have gone by after the last communication from thyrocare. It is right testing precondition, only a matter of realizing and compensating the miss o[censored]nderstanding customer requirements before giving solutions by thyrocare! Please help.