Enshittification! J’accuse!
Okay, this is a first world rant. Part of the first world blues I’m always singing.
My recurring prescription drugs are supplied through Express Scripts. And it works great. Except when it doesn’t. It didn’t this week.
I received a message from them to give them authorization to start an autofill on one of my prescriptions. I logged in and did as required. Another message came in: you have one item in your cart. Please complete your purchase.
WTAF?
I didn’t ‘complete the purchase’. I gave them feedback. Asked them to call.
Which they did. It was Kelly. She explained why she was calling in a chipper, professional voice edged with a little nervous quiver. I explained why I was annoyed. How I felt the system was telling me to do two different things. She then began explaining to me why my interpretation wasn’t correct. Nothing she was saying aligned with the messages or my experience. Reaching the point of irritation and recognition that nada was getting changed, I thanked Kelly and prepared to hang up.
“Well, do you want me to take care of getting the autofill restarted?” she asked.
Well, I thought I’d done that when I logged in and clicked on a button to start autofill. “Yes, please,” I answered. Kelly talked through the process of what had happened, what she was doing, and…
Her tone faltered. I sensed that she saw exactly what I meant in my complaint. Then, she finally said in a low voice, “Sometimes this system doesn’t make sense.”
Vindication!
I smiled.
“Is there anything else I can help you with?” Kelly asked.
My smiled stayed. “No, Kelly. You have a great day and a great week.”
“Why, thank you. You, too.”
With that, we said our goodbyes and I basked in my tiny, tiny victory.