Home Forums Discussions Problems Tech Support AWOL

Has anyone else found that Tech Support has NOT been online for over a month now?! What's up with that? I have tried over a dozen different days and different times in the last 6 weeks and I have never found them to be online ONCE! Is there a serious problem that we should know about?

I just pinged them and used them yesterday - answered without a problem. Not sure what is going on with you - when you get down to ping them does it show them offline?

Disappointing.
Yes, tech support seemed to be AWOL this morning. I just kept trying and finally got a green dot indicating they were available, then typed real fast. I did get a tech person but alas, issue was not resolved as our database is too big to run the tuner for upgrade to version 6. The best solution they could come up with was to download the database to them and close our office or use paper charts until they could get it back to us.
We have been using Amazing Charts since 2006 one of the tech people commented that we would, ? just have to deal with it? (closing the office). I?m not sure if they are just frustrated with the increase in calls or??? This is not the Amazing Charts that I am used to. Hopefully someone will get a handle on the problems before it is too late.

Regarding your database is too big to run the tuner for upgrade to version 6, I'd like to know just how big is your database and how is size measured, eg: number of patients, file size measured in bytes, etc. Also, do you know which file it is that is too big, could it be amazingcharts.mdf? Mine is 1,009,856 kb but have nothing to compare it to.

I have held off on V6.09 in large part because of posts in the user board, because like many users, there is no option for down-time.

With regard to subscription support being AWOL, I mentioned it to an AC support staffer after I too experienced numerous failed attempts at getting "help me now" and was told someone is vetting the messages and if a practice is down, patients are waiting, the issue gets priority handling and a prompt call-back.

Same Problem today.
No chat icon on Guardian Services website.
Had to leave message on #1 by phone.
Email returned back to me as unable to send.
Unable to access database due to problem with tuner exe.

I needed help this morning and TS was very responsive and worked with me off/on all morning to resolve a runtime error.

Received two phone calls the next day which were much appreciated. Excellent help through online chat as well the next morning.

Tech support is apparently out of commission today. No phones or power at AC HQ since Hurricane Irene yesterday.

They posted on their facebook page that they are without power/phones but you can chat with them through the website (they must have power somewhere)

Yes, My brother lives in the same area and he lost power pretty early in the day yesterday. The word is it might take a number of days before much of that area is back up and running again in terms of power. National Grid (or National Greed as we call them here in CNY....) are not very good when it comes to upkeep and system reliability... Our quality of service and reliability went down noticably since they bought out our much loved regional power company Niagra Mohawk.... Just not the same...

Anyway, with National Greed on the job these poor folks might be out for quite sometime.... and many of AC's folks live in and around the same area obviously too... So even telecommuting the support around might be difficult at best..

All our best to Jon, Carlos and all the other folks out there in Rhoade Island... Hang in there and we hope you and yours are all basically OK other than put out somewhat because of the power interuptions....

Let's all try to do the AC User Board thing for the next few days and pull together helping our friends here in tech support's abscence... Also, FYI kind of thought here.... Until AC is back up and running it might be wise for all users to not Tinker around with their systems anymore than absolutely necessary so as to reduce the number of emergencies for your own sake...

Paul