December 9, 2013
3600 Anne Street
Richmond, VA  23225

Donald J. Spence, CEO
Phillips Home Healthcare Solutions
1011 Murray Ridge Lane
Murrysville, PA   15668-8525

Dear Mr. Spence,

I have been a customer of Phillips/Raytel Cardiac Services for about 10 years. Although I have had problems periodically ordering INR test strips, my problems have increased tremendously in the past 2 weeks. Several Phillips phone personnel have told me that they are getting frequent complaints.  I am writing to ask you to investigate your sources so that you may be personally aware of the repeated problems myself and others are experiencing,  I believe others and myself will look for alternate sources for their home monitoring supplies.

In the past 2 weeks when calling the 877-729-8350 phone number, I have listened to a series of repeated recording that sometimes goes on for 15 minutes. When an actual person answers, I am told I need to be patient "because I cannot get my computer up, I cannot find you in the database" etc.  I have been transferred 2-3x, once to a female whose baby was crying in the background.  I have been told some personnel work out of their homes, thus children are present and I wonder how some staff work efficiently while a crying child might demand immediate attention. I have been told that I am talking to your staff in Kansas, who then try to connect me to another number. When I ask if their is another number I should be calling to place a strip order, I am told the above number is where I need to call.

When I tried to make an order last week and had problems, I was told my situation would be referred to a supervisor. I have yet to hear from anyone identifying themselves as a supervisor. So much for customer service.

I have actually gotten to the stage of ordering on 2 occasions. This took 30" of my lunch hour at work. In both cases when the staff put in my credit card number (a card I have used for INR strips for years!) I am told the CCV2 code is not accepted. When I called the credit card processor to ask if there was a problem with the card, I was told their records showed Phillips/RCS had entered the wrong code when the charge was sent to the credit card company for authorization.  
I am very frustrated at my attempts to deal with a company that does not seem to want my business.  I am a small fish in your company's profits.  However in view of Phillips' staff telling me they have heard other  customer complaints, I am a small fish among many.

Sincerely,

Catherine Spence
Patient ID:  104683
(804)233-7541