Thanks for letting us know, NY2GA! It appears our email server was bouncing back support requests when "all agents are busy" rather than delivering them to our agents. Thanks for alerting us - we have now determined where the problem is, and will have it resolved within the hour.
Hopefully this will explain the unusual experiences reported by some users above.
But as much as it is frustrating to not be able to reach us when you need assistance, keep in mind the bigger picture:
1. Every one of our > 6500 clinicians has paid less than $1000/year for support, maintenance, and other features, compared to the common $1000/month that users of other EHRs pay to their systems (and/or allow their EHRs to sell their patient and practice data to pharma companies and God-knows-who-else in lieu of money from the clinician).
2. We are consistently rated better than other EHRs in terms of support, usability, and overall satisfaction, in
multiple studies.
3. Emailing me personally is the riskiest way to get a timely response because I get so many emails, and frankly because I have been spending nearly all of my time working to ensure we get our Practice Management module complete and into beta release this year, and get the other fixes discussed on the board and at ACUC into the program ASAP. I will eventually get back to a personal email to me, but if you need immediate assistance, email our tech support department.
4. Of the many thousands of unique practices using Amazing Charts day in and day out, here is the current tally of outstanding tech support issues: 190 open (aka unresolved) support tickets. In other words, far less than 0.1% of our customers currently have an outstanding issue (although 190 is still a lot, especially if you are one of them).
As of this moment, there are 36 clients that have not yet gotten a response from us (granted, since we weren't getting the requests as noted above, there could be a significant number more who submitted for help, and didn't realize that their request didn't get to us)
(This doesn't include 180 clients who are scheduled to have us assist them with their upgrade to V6).
While there is room for improvement, all things considered, I would say we are doing a pretty amazing job - especially when you consider we not only rank better than othe EHRs, we are markedly less expensive. True, it isn't easy doing so much with so little, but it is what we are all about. So thanks again NY2GA, JBS, and others who provide us constructive criticism, their support, and the benefit of the doubt when problems do occasionally arise.
Jon
