Home Forums Discussions General Discussion Price increase when credit card information needs updating

I received an email yesterday that my Guardian Support would be cut off in 48 hours because my credit card expiration date wasn't correct. Furthermore, I was informed that my fee to repurchase the support would go from $600/YR (my PA and me)to $1990/YR --- all because my credit card info needed to be updated.
First of all, I am pretty sure that I heard AC leadership at the User's Conferences say that current users would be price protected and that the new pricing would apply to new people as they signed on with AC. Secondly, the increase from $600 a year to $1990 is almost a 4 fold increase, which is not fair, and furthermore, not in keeping with the philosophy of the company as I understood it, not to maximize fees.

I have asked for a supervisor to contact me to discuss this but have not gotten a reply. I have emailed billing, left messages with billing, with technical support, and thus far, have not gotten a reply.

According to the email I received I will not be able to ePrescribe after 3 pm tomorrow.

Somebody HELLLLLLLLLLLP ME!!!!!!!!!!!!!!!

Dr. Bertman has explained the reasoning behind this several times.

Please refer to the following post:
http://amazingcharts.com/ub/ubbthreads.php/topics/30584/Re_Credit_card_renewal#Post30584

I read your link. So, if I had realized that my credit card info was not up to date and I had updated it 1 day before my renewal, I would have been charged the $600 price? THIS IS NOT FAIR. I am not a newly licensed AC user.
I can even understand "some" increase in fee, but a 4 - fold increase, way unfair.

Yep $995 X 2 for your practice, still a reasonable yearly fee given the playing field, that being said until I get some better cash flow I am in the same boat, printing and faxing those Rx's until can re-up, I don't think it matters that your card outdated the price would have gone up anyway according to Jon's last post on pg2 of the link from Sandeep

I need to talk to someone in the company about this policy, but nobody will call me. I think it is unfair.

I can understand your frustration, and I would be lying if I said we didn't have the same initial feelings as well (our card was stolen and there was nothing we could do). Some of us have been customers for 5-10 years, but we realize, in order for the company to grow (and keep up with things like Meaningful Use), it is necessary to increase fees.

I admit it could've been handled better. Maybe require a lower fee for PA's vs MD/DO, but that's up to AC.

you can try emailing jon@amazingcharts.com

Since we all are loyal AC users, they should listen to OUR voices of discontent. If I had undated my credit card info before the end of the contract year, none of this would be an issue.
NOT FAIR!

Not true, the deal as intended was that when your credit card expired or was no longer active you would be updated to the current pricing. I agree it was not well explained and I was upset when it affected me :^)
It was an attempt to give loyal users some delay from the price increase, but it was not intended to be a locked in rate for users.
That would not be fair either. If I was paying full price for the same support service as someone paying much less I would not be happy in that case.
Enjoy that you had a break on pricing, don't rail that it is not fair.
Fair is a weather condition, not a fact of life :^)

Greg Phillips

Stokes,
Any follow-up on this? Have you gotten the issue resolved?

I found out that the price increases occurred several years ago. I don't go on the User's Board often, so somehow I was out of the loop. Everything goes up over time and certainly the AC that I purchased in 2008 offers many more bells and whistles than it did back then and there were certainly lots of costs associated with making all those positive changes possible. I suppose I was naive to think that the cost would not go up. Let's face it, AC is a great company and even greater software.

How do you update credit card?