Doak Dermatologics
Specializes in the marketing of brand name prescription and over-the-counter skin care brands for use as recommended by dermatologists and podiatrists.
Address:
383 Rte. 46 W.
Fairfield, New Jersey 07004 United States
Fairfield, New Jersey 07004 United States
Phone:
973-882-1505 Fax:
973-575-5366 Toll-free:
800-405-3625 Products Offered:
| Product Name | Category |
|---|---|
| Rosula® NS Medicated Pads (sodium sulfacetamide 10%) | |
| Selseb™ Shampoo (selenium sulfide 2.25%) | |
| Solaraze® Gel Diclofenac Sodium-3% |
My Kerol applicator broke after just 3 weeks of use. The company has refused to replace it since I contacted them after having the unit for 30 days. I'm told they do not replace the product because I should have used the whole tube of Kerol in 30 days. The area I use it on consists of one thumb. The prescribing doctor says it should be at least a 6 month supply.
The drugstore, Walgreens, billed it as a 30 day supply so the company told me I had to purchase a new one "since your insurance company will pay for it anyway." My co-pay is $97.00.
There is nothing in the product literature that states a time limit to contact them. There is nothing in the product literature that says it may break if not used within 30 days. This broken tube does not outdate until 08/2010 and is 75% full!
NEVER use this company's product if there is any way around it!!!
What should have been a conversation between two professionals turned into a challenge leaving me frustrated with you customer service department. I invited "Michael" to come show me how to operate a Kerol ZX applicator since as he said "I had broke it!". Based on how you look at the device is relative to how you turn and describe turning the applicator. Michael would not believe I was turning the correct way. He is sending call tags for both units and repacing them. That is the considerate part. I was trying to help the customer who was having difficulty using the product. If you have an issue with people breaking the unit, as indicated by Michael, send out information to the pharmacies on proper way to use the device and we can help. That is what I was trying to do as the customer listened to my conversation. Let Michael read any helping information, give him an empty device, so that as he describes it he can do it also. I have no use for your him and will refer my patients to call on their own or seek an alternative from their physician. I should not have to feel guilty for trying to help my customer. Wiley Alexander, Pharmacist at
Bishopville Drug Company walexander@ftc-i.net
I can sympathize with you on how frustrating it can be to talk to any customer service department at times. However, it strikes me as odd how you claim to have been accused of breaking it when the issue was clearly a misunderstanding of how to read the instructions properly. If you "invited" this rep to show you how to use it, then clearly you must not have read the instructions which come with each applicator in the first place.
You also claim that the customer was initially having an issue with this product, not yourself. So it stands to reason that it was already returned defective. Any possible attempt to turn it in either direction to coax solution out of the applicator would have been futile anyway.
And if, as you claim, this rep stated that people are having an issue with breaking this unit, there would be no reason for him to say that you broke it. Since the company replaced it for you, they are accepting responsibility for the defect, not pinning the blame on you for something that was clearly a mechanical defect.
Anonymous...Do you work for this outfit? Just curious!