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Reply to "Bad customer service at Florence Eye"

I as well have been curious about the issues at hand and the most underlying one seems to be about a retaliation on the part of FEC toward a minor patient over a simple expression of customer satisfaction on the FEC fan site. Apparently, the patient's mother posted that her child was unhappy with receiving the wrong frames. After calling to receive the status of the correction and not getting an answer, the mother posted the same concern, very politely on a Facebook site controlled by FEC. The comment was deleted by FEC with no response to the mother or patient. Then justifiably so the mother posted in her personal status that she was praying for the staff at FEC. This prompted a call from FEC OM late on a Sunday evening to tell her to stop posting and since she took her complaint public they would no longer see the minor child as a patient.

It was a gross mishandling of customer service.

I don't think the subsequent personal attacks on Ms. Davis were called for but an unfortunate result of a mob mentality that erupted because of the lapse in good judgment by FEC.

It was more of an issue of trying to silence a legitimate complaint and sweeping it under the rug that completely blew up in the face of FEC.


We are all here because we want to voice an opinion. We should not have that right taken away. It does not involve attacking the person.
It is unfortunate what was said about her on a personal level, but on a business level they were dead wrong.

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