There are 2 ways to get support. Phone is the weakest. If you use the internet it is usually faster and often they use a combination of internet and phone.
I do agree that a scheduled install should be fairly high priority and should be on time.
Sorry to hear about the problems with the installation, but I've done several between my 2 offices and dummy installs and tests, and most work like a charm. One was impossible but it was a test dummy and I gave up.
We left another message for tech support (they apparently NEVER pick up the phone when you call) on October 16, 2009 and did not receive a reply. To be honest, I'm rather shocked that an EMR company can have a policy of not replying to requests for help by its customers. This is absolutely insane - we're not talking about trivial videogame software here. Amazing Charts is being used by busy physicians who are seeing real patients in the Real World. Downtime is not an option.
I gave up and tried the "Chat" help link on their site. I was shocked to see "Nick" reply in probably less than a minute, but from the delays in his responses to my messages during the session I suspect he was attempting to deal with at least 4 or 5 other individuals simultaneously. He was helpful (as all of the techs seem to be), and remotely ran some diagnostics on my office and server installations of Amazing Charts. The problem is this was all going on
while I was trying to see consults in clinic. This whole episode trashed my schedule this afternoon and at one point I had to log our receptionist off her computer, leaving us unable to register patients, book appointments, etc. In other words the office came to a complete standstill while we waited to see if the program could be fixed. Nick found that there was a problem with the permissions set up for sharing the C drive. Unfortunately once I started using the program again the crashes continued. I have requested that they do a fresh install, but I'm not holding my breath waiting to hear back when this will be arranged. He said he would also have a "Tier 2 tech" look into the problem. At this point I think I may have to revert back to Version 3 - it may not have been fast, but at least I could trust that it wouldn't crash every 10 minutes. (I spent over 30 minutes today just logging back in to Amazing Charts after the endless crashes.)
Please fix these tech support problems, Jon. If the status quo remains when you release your CCHIT-certified version you're going to have a nightmare on your hands one day when the program's crashing leads to a patient care disaster.
