Jansen Medical Does Not Appreciate You Having Questions, Goodbye
Courtney had some questions about an order she wanted to place with Jansen Medical Supply of Houston. Their website offers large discounts on medical equipment and chairs that automatically dump grandma on the floor when it's time for her to leave. What they don't offer, however, is answers. Courtney found out the hard way, and we're not sure but we think she's been banned from ordering from them. Well, unless she disguises her voice and calls back.
Note that this isn't a verbatim transcript, so take the whole thing with a grain of salt. It's still pretty funny and rude, though.
I just had the strangest customer service phone call. I was about to place an order for 20 Air-Eze Deep Breathing Devices (because I am a voice teacher, and I use them to help my students strengthen their breathing.) I called the toll-free customer service number at Jansen Medical Supply, who claims on their website to be the most respected company in their field. Here is how the conversation went:
Me: Hi! I need to order some Air-Eze Deep Breathing Incentive devices, but I had a couple of questions first.
JMS: We don't answer questions.
Me: Really?
JMS: You need to speak with a respiratory therapist about your questions.
Me: Oh, no! I don't have any questions about the devices, just about ordering them.
JMS: We don't answer ANY questions.
Me: (Thinking the guy is pulling my leg...) Are you kidding?
JMS: I am not kidding. We don't answer questions.
Me: (Still thinking the guys is joking...) You can't be serious.
JMS: I am DEAD SERIOUS.
Me: (Inquiring...) So, then, why do you answer the phone? You are the customer service representative. What do you usually do when you pick up the phone?
JMS: (no answer...this obviously made him mad)
Me: Well, then, I am not quite sure what to do. I need to place a large order and you won't answer my questions.
JMS: You will not be placing a large order with us.
Me: I won't?
JMS: We don't want your money. You need to take your business elsewhere.
Me: What? May I please speak with your manager?
JMS: Missy, you need to go away. You need to go away right now.
And then he hung up. That was the funniest and strangest customer service call I have ever made. Thought you might find it humorous. After the call, I went back to their website which states that they have a "Toll free customer service line to answer all your questions." Obviously not.
We contacted Jansen Medical and sent them a copy of the exchange, and asked what was going on. Naturally, since that was a question, they have chosen to ignore us.
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Comments:
It's like we just found the anti-Zappo's.
That is awesome.
I think my granny orders from these people, that's the craziest thing I have ever heard. I hope that was just some sort of rogue CSR and not their standard business practice.
She was asking about breathing devices for christ sake, not "May I please make a large order for Moo Moo's and Oxycontin"
I'd check the number you called. Might have been the wrong one.
I bet it was a wrong number, too, and someone was pulling your leg.
I can see their concern with not answering any questions that might be medical in nature...but not answering a question about shipping a product? That is way overboard. I think there is a training issue happening.
@smokinfoo: "I'd check the number you called. Might have been the wrong one."
You know, I bet you're right. My inlaws' phone number used to be one number off from a local movie theater. They'd get calls constantly about movie times.
When I'd answer those calls I'd always pretend they got the number right, but I'd be a prick about it. Give wrong start times, tell them certain movies were not playing, tell them to call back later because I'm busy making popcorn, etc.
My inlaws took a different approach. Every week they'd cut out a copy of the movie listings and keep it near to phone to help the idiots calling.
You go to hell! You go to hell and you die!!
Really, they are going to HAVE to respond to this incident now. Let the backpedaling begin.
I just called the toll free number and no one is answering at all. How legit is Jansen Medical?
I want to have a conversation like that, too. What toll free number do I call? 1-888-896-4050? Would it be more interesting if I called one of the company executives?
Jansen Medical Supply, LLC 6125 W. Sam Houston Parkway North Suite 201 Houston, Texas 77041-5128 Toll Free Phone: (888) 896-4050 Local Phone: (713) 896-4050 Fax: (713) 896-4080 customerservice@jansenmedical.com
I am not sure about te wrong number. I took a look at the "dump grandma on the floor" link, and some of the responses to their questions are pretty snarky. There are some nice ways to explain why you will not accept returns...this is not one of them:
Q. Can we return a lift chair after we have purchased it?
A. In a word, "No." Our lift chairs are built to order by Med Lift & Mobility, who is the finest, and has the best customer service, of any lift chair manufacturer in the country. However, we have had customers ask for refunds, not because of the quality of the chairs, but because: 1) "The chair didn't exactly match my curtains"; 2) "The chair measures 18 1/2" from the floor instead of 19"" and 3) "The chair won't fit the turntable that I built for it..." Because those folks at the factory are so nice, they worked with us to get partial refunds for these customers, but we cannot ask them to do it anymore. We would love to sell you a lift chair; we think you will find that it is the highest quality, best made chair in the world today. However, if you order it, it is yours, and all sales are final.
I agree with their rationalle, but their are nicer ways to say that our customers are old and complain too much (which is essentially what they are saying).
I have tried some chairs similar to the ones advertised, and I think the probably would dump grandma on the floor, although a young spry 30 something trying to pretend that he is 80 and hunched over with arthritis may not be the best test.
"You need to take your business elsewhere."
I would take them up on that.
@takes_so_little: Although, I have to say this is the story whose follow-up I'm anticipating more than any other since that lady crapped her pants in Jo-Ann.
It seems it was the right number and it is the owner that is answering the phone.
All of the other review sites have similar reviews.
@Rachacha: I don't know, I don't see any reason why they should have to issue refunds for things like that. Most businesses wouldn't anyway, they would just use a bunch of vague language that implied you could return it for any reason under the sun, then change their story after the sale is made.
Okay, update. I just called, and someone did pick up. I wasn't expecting it, so I scrolled to the top of the page lightning fast and told the guy I had questions about the same product the OP wanted. And then I asked some really generic, annoying questions about shipping because I really didn't expect anyone to pick up the phone.
So I think the OP probably dialed the wrong number by mistake. They answer with "Jansen Medical" not, "hello?"
I'm sure that the response from the company will be that they're "taking this very seriously."
Can we just add the tag to the post now, to save time?
@exconsumer9: The way I see it, they've probably had so many people try to return things for bogus reasons, and they won't put up with it anymore.
Wow, does Jansen medical use Stream for their call centers? This sounds like some of the folks I knew Stream tended to hire.
@cranniem: I can't stop laughing either. I was laughing so hard I could barely breathe. "Time to go, Grandma!" "No!" "Well, you leave me no choice.."
@Rachacha: I'm surprised the company would have a problem with someone returning it for being slightly shorter. I do know of people who had issues with their hips and a measurement like that did matter for them.
From the FAQ on the website under payment:
"We also take personal checks for payment, but the shipment will be held until the check clears (sorry about this, but after being burned one time too many, we have no choice - "the innocent suffer from the deeds of the few"...)."
How ironic.
Maybe they were being robbed and the crook answered the phone.
Or, it was possibly dialed wrong to someone who frequently gets wrong numbers for them and is ticked off about it. I used to get calls for real estate agents and after a while started setting up appointments.
Either this isn't really how the exchange went, or it was the wrong number. I don't see any other explanation.
JMS: You will not be placing a large order with us.JMS: We don't want your money. You need to take your business elsewhere.
These aren't the droids you're looking for.Move along.
@smokinfoo: That's what I was thinking. It sounds like some crotchety old guy who has a similar number to the company and is sick of dealing with calls for them. Or, the company could have been brilliant like Bank of America and printed the wrong number on their marketing material.
Seems the jerk is also a lawyer, too.
From [www.zoominfo.com]
The company's founder and president, Jeff Jansen, grew up in Wisconsin and is a licensed attorney who graduated in 1993 with honors from the University of Texas School of Law in Austin, Texas.Before attending law school, he served as an Air Force officer after graduating in 1984 from the United States Air Force Academy with a Bachelor of Science degree.During the late 1980s, Mr. Jansen owned and operated a medical equipment leasing company and later worked as a pharmaceutical sales representative for one of the largest medical companies in the world.As an attorney, Mr. Jansen has, among other things, defended manufacturers of medical devices and pharmaceutical products, as well as having defended orthopedic surgeons and anesthesiologists against medical malpractice claims.
Reading those Yahoo reviews posted above, I have no doubt that this is a legimate exchange. They are quite consistent.
@exconsumer9:
The issue isn't with the policy, it's with how they explain that policy. It's definitely snarky.
indeed...that was the FUNNIEST thing i have read in ages..thank you so much...
@menty666: "I used to get calls for real estate agents and after a while started setting up appointments."
I wonder how much business you lost that agency.
@Marianne Stabile: So, even being a reader of this website, you don't believe customer service could be THIS bad?
@Marianne Stabile: Look at the link David Weihe posted above. This business has a history of being foul to phone callers.
@MaelstromRider: From the page you linked to:"We're sorry, but the page you were looking for has been moved."
I think Mr. Jansen is beginning to realize that the way he treats people on the phone is finally going to matter.
@Febryle: I agree. This guy seems like a creep.
I really want to call him and see if he acts like this on every call.
@exconsumer9: Other than the chair measurement (if they're given on the site they should match what's stated) I don't think they should have to accept returns for those reasons either. But I don't think a medical web site should read like customerssuck.com either.
The answer is way too long that way anyway. All they had to say was, "Because all our chairs are built to order through Med Lift & Mobility we are unable to accept returns. All sales are final."
There's no reason to go into all the previous bad reasons people asked for returns or to be all, "These chairs are so freaking awesome no one in their right mind should want to return them!"
"dump grandma on the floor" - I can't stop laughing. You made my morning. Thanks!