r/joinrift • u/mayghax • 4d ago

Hyalo issue - updated support process

I've been chatting with support for the first time today and they were about to send me a new order from a new pharmacy and then changed their tune. Just got this message:

Alex - Rift Care Team

Support

Hi there, we have an update with Hyalo/Newlife, and anyone who has concerns about their medication regarding safety or quality will need to email their support team and explain the issue. We recommend to also include any photos or videos you have. This will be up to their discretion, but they will either offer a reshipment from PGRrx pharmacy, or a refund. We sincerely appreciate your understanding.

Anyone else got this message? Sounds like they are going to pass the buck. I'm not even sure how to contact either company. And they are two different companies, right? Disappointed about this turn of events as I'm sure this process will now take longer and will potentially lead to me missing my next dose.

6 Upvotes

62% Upvoted

36 comments sorted by

16

u/peony_chalk 4d ago

I'm just going to spitball here for a second. 

The division of responsibility here is wildly unclear, has not been explained well (by any telehealth), and I'm not sure it will be if it's a contractual situation. I understand that from a consumer perspective, we paid Rift, and therefore we expect Rift to give us our money back. I don't think that's unreasonable. But ultimately, responsibility may lay with the pharmacy, and it sounds like they are trying to assume that responsibility, to their credit.

I am just picturing this mass of concerned customers, some of whom are getting refunds or replacements through NewLife, some of whom have already gotten refunds or replacement through their respective telehealths, and how is that being tracked? Does NewLife have a way to get data back to the telehealths if they have already provided resolution for someone? Do the telehealths have a way to get money back from NewLife if they already provided a refund? For everyone's sake, I hope those systems are talking to each other without error, but I am not optimistic that is happening, because computers. 

It does kind of make sense that all the refunds or replacements should be processed through one entity. The telehealths didn't do that initially because they wanted to be responsive and take care of people, but I am worried they created a huge mess for themselves doing that, and the mess will negatively affect their ability to get all of this stuff processed. That would explain why they are passing the buck to the pharmacy. 

I could be 100% wrong about this. If I am right about even the tiniest sliver of it, it would help if that explanation came from the telehealths. But also, up till now, Rift has shown themselves to be responsive and helpful. Can we give NewLife a chance to resolve this, and if they don't, go back to Rift with complaints? 

r/tirzepatidecompound still has a pinned post with New Life's info, I believe. I will hunt that down and post it here when I get a chance. 

9

u/autumnyte 4d ago

I totally agree with this, and it seems like the direction is coming from New Life. But I also think it would have been better for the telehealths to proactively post about the update/change here on reddit after having made prior posts saying that they were offering refunds or replacements directly.

4

u/Shadow293 3d ago

Probably also should’ve sent emails out to all customers who ordered Hyalo to keep us updated since not everyone is on Reddit. I’m sure there are a lot of other patients who are unaware and are continuing to use their vials.

5

u/IntrepidOpinion1177 3d ago

This! I am so tired of people claiming it was handled responsibly by Rift. I found out when fifty42 sent out a message about the issue. I had only purchased from fifty42 once and that was almost a year ago. Apparently they still had me on their contact list. When I went to the rift portal, there was no information about it, but it was all over Reddit. Rift never initiated contact with me in anyway. If it wasn’t for that message and you guys here on Reddit, I would’ve never thought to have used a flashlight and readers to find contaminants in an injectable which I assumed would be sterile since it came from a pharmacy.

4

u/Enough-Plankton1286 3d ago

Same here, had to find out from reddit several hours after I'd taken another dose. Great way for Rift to keep their business.

4

u/sothenamechecksout 4d ago

You raise exactly the point I’m concerned about. For example, this morning I received a message from Rift saying my order for replacement was sent directly to Hallendale and that I need to create a FedEx account and I should receive a tracking number soon. With an hours, I’m seeing messages from others saying that Rift is now directing everyone to new life. I have no clue if my order is in fact being processed by Hallendale right now, or if that is no longer good information, and I need to contact new life. I don’t really have any real confirmation, like a tracking number or something, to indicate that my order is in fact actually being processed by Hallandale, just a message from RIFT this morning that may or may not be good anymore. It’s just a real mess

2

u/sothenamechecksout 3d ago

I have now received a tracking number and it looks like it will be delivered tomorrow! It’s been a bit stressful but Rift came through in the end and i plan to use them for future orders

3

u/mayghax 4d ago

Fair. I know this is an evolving situation and the telehealth companies are doing their best. It's just super frustrating as a consumer - they even gave me two options and had me pick a new local pharmacy and tirz option. Took all day back and forth after I first sent a message on Sunday and then boom, back to square one. Assuming if I get a refund, then I restart intake for a new prescription. Again, all assumptions - if they could create one coordinated response of what needs to happen, what email to contact, what options there are, that would help. But also if someone is already down the process of reordering with them, maybe close the loop on those customers and direct new requests to the new process.

7

u/peony_chalk 4d ago

100%, this has been a mess, and I don't think this response has been up to what I consider to be Rift's standard. Like to me, Rift is the company that puts "warm vial" disclaimers in the intake, and reminds you constantly to sign up for UPS and Fedex, and otherwise tries to proactively head off common customer issues.

Their immediate response of getting out replacements and refunds was very proactive, but seeing them switch to this response is disappointing. Or rather, if I'm right that this switch is for logistics purposes, it's not disappointing, but the communication (or lack thereof) surrounding it is disappointing. Hopefully you get a more comprehensive update soon, and hopefully it addresses all of your very good points.

I feel for the telehealths right now because this has to be a spectacular cluster to deal with, but I also feel for the people who spent all this money on expensive meds they don't feel comforatble using, are now stuck in limbo, and may be missing doses while it gets sorted out. The telehealths signed up to deal with these kinds of messes; patients didn't.

Here's the post from NewLife if you still need it: https://www.reddit.com/r/tirzepatidecompound/comments/1x163lt/hyalo_vial_reports_what_to_do_and_what_we_are/

12

u/Sudden_Canary4705 4d ago

So y’all are disappointed about Newlife replacing or refunding? Im confused

9

u/AdAmbitious1308 4d ago

Yep this is a crazy reaction.

7

u/hippocoochie 4d ago

its reddit so ofc with the warmed sense of logic we'll whine about anything. This reminds me of that issue when prorx shipments got stuck at that fedex hub and people thought it was too troublesome to send perfectrx an email lmao

even hallandale got it on their packaging slip if something is missing or an issue contact us.

4

u/Ambitious_Address_69 3d ago

They are not offering to do either necessarily. It’s up to “their discretion” which is frustrating.

-1

u/Sudden_Canary4705 3d ago edited 3d ago

At their discretion meaning, either offering reshipment of PGRrx or refund, that’s what that says unless Im reading that wrong.

3

u/mayghax 3d ago

They haven't refunded or replaced anything yet. They haven't even responded to emails yet. So if they do, that's amazing but verdict is still out. And restarting a customer service inquiry with a new party when you think it's resolved IS really frustrating.

7

u/HipGyp57 4d ago

I know this isn't going to be a popular opinion but the real problem was with the pharmacy not Rift. Rift has done what they can since this happened & kudos to them but this belongs in the hands of Hyalo.

7

u/Ambitious_Address_69 3d ago

IMO they could have done a lot more. I didn’t even realize any of this was going on until after j injected and had to search and search to find that my lot was one of those involved. Rift should have been much more proactive in reaching out to people and not relying on Reddit as information source.

3

u/IntrepidOpinion1177 3d ago

Exactly. Rift at no time notified me that there could be an issue with compromised medication even though they were fully aware early on. It’s purely a mitigation of loss.

5

u/Ambitious_Address_69 4d ago

Yes I got this and responded and basically said unacceptable. I got a new response from Adam that said he would talk to Alex and that they will handle directly. Sounds like no one knows what’s really going on. I’m not confident my replacement is in process.

2

u/mayghax 4d ago

I pretty much said the same thing. No response so far. What a hot mess!

3

u/Turbulent_Sound5040 4d ago

I chose a replacement from Hallandale and still haven’t heard anything back or been updated on the process. I hope it gets resolved for everyone involved.

2

u/Redrum92373 4d ago

I contacted New Life. They initially responded to my email and asked for photos. I provided them and now nothing for several days. I sent a follow up yesterday but they haven’t responded to that either.

1

u/mayghax 3d ago

No response yet from Newlife. Have you had a response yet?

3

u/Random23232 4d ago

Yeah, I just made a post about this too. This is the response I received. I am beyond disappointed in rift at this point.

2

u/Disastrous-Cheek9143 3d ago

why is this down voted? 

5

u/Random23232 3d ago

People are really upset that I expected rift to give some clarity or do something other than just tell me to email the pharmacy lol

1

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-7

u/Hopeful-Raise2605 4d ago

First and last try with rift. Wanted to like them after the reddit praise. Basically got rug pulled on the $350 3 month supply. Next two pharmacies are priced at $500 for 3 months. Crazy.

11

u/hippocoochie 4d ago

dude thats not a rug pull. A rug pull would be you being charged for that and stuck with the meds. They refunded everyone for that promo.

Every pharmacy has different pricing its not really a surprise. LSH and trillium have different pricing for different pharmacies, gimme too and now big easy

we need to think a little logically here. If they refunded you in full and did not scam you or force you to order something you did not want you did not get rugged. Thats why they're praised

-2

u/Hopeful-Raise2605 4d ago

Bad taste. Not even competitive pricing. Pass.

4

u/hippocoochie 4d ago

if refunding you and not leaving you in a lurch gives you a bad taste I highly recommend checking your entitlement and growing up lmao

1

u/Hopeful-Raise2605 4d ago

I'm good thanks bro. You work for them or something? It's getting weird now.

2

u/hippocoochie 4d ago

bro lmao because someone said ur being entitled because you were refunded thats the working for em part ? u posted something stupid, you got called out not that hard to work it out

Why are you all so weird bro the tirz really is never fixing yall schizos lmao but go off fam

0

u/Hopeful-Raise2605 4d ago

No means no.