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#54140
05/06/2013 2:47 PM
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Joined: Apr 2010
Posts: 520
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Posts: 520 |
It is ridiculous that you can NEVER EVER get a person on the other end of updox. anyone else have this problem? i have called them 3 times today...just goes to voicemail. what a joke...we pay $35 bucks a month for this..i wish there was a competitive company that you can use that has the connection to AC!
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Joined: Oct 2007
Posts: 667
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I've done ok c support@updox.com if it is not crucial.
Also the Help button gets you to the support center which has a lot of FAQs.
What's going on?
Bill Leeson, M.D.
Solo Family Medicine
Santa Fe, NM
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Joined: Oct 2011
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I am having troubles as well, but I can function when I login to the site, try that if you have not. I am getting errors when I put a icon shortcut on my desktop per the instructions. Still very cost effective and I like it, but I have been waiting a while for an email, just got it, the advice didnt work, so I asked them to call me...we will see....
Todd A. Leslie, D.O.
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Joined: Jun 2009
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One of the side-affects of the latest Java updates in that Oracle (the maintainer) is deactivating/removing Java shortcuts, so the only reliable way to log into Updox is currently through the login button on their website.
Frustrating to say the least, but completely out of their control because the Java maintainer changed things during the upgrade process.
Similar to when Amazon determined certain electronic books should not have been sold, so they refunded money and *remotely* removed the books from folks devices and accounts without prior notice.
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Joined: Dec 2010
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Dr. Mody,
I did research and find your call from this morning in our support queue. I called your office and left a message as well. While we are working to improve the amount of calls we pick up live, it is not at the level we would like it to be at and we are working on processes to free up more time in our customer service group.
In addition, you can fill out a form with some basic data at support.updox.com which will help us triage the issue or request more quickly as well. In addition, the support web page also has several articles including how to set up Updox on a new computer. You can also just go to Updox.com and click on login as well which will do the initial download. We have also added a status.updox.com page so you can check to see at any time if we are experiencing any system related issues. Also please feel free to call me directly to discuss at 614-657-8889.
Regards,
Sean Ramsey
Updox
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Joined: Sep 2004
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Bad move Sean. I now got your direct number. I will try to not abuse it
Gerardo Carcamo
Surgeon
San Antonio, TX
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Joined: Apr 2010
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Scott I understand calls and answering them, but overall everytime i call updox for any help we get direct voicemail. I understand you are growing, but honestly all of us using the service are physician offices and not being able to recieve the faxes for a day is really detrimental to practice. we have called your number directly and would like you to help us install updox on the new computer. we have tried downloading and logging in but it isn't working.
Thanks
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Joined: Feb 2005
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And yet my free Paperport keeps going and going and going.....,.
Leslie
Hospital Employed Physician Who Misses The Old AC
"It's a good thing for a doctor to have prematurely grey hair and itching piles. It makes him appear to know more than he does and gives him an expression of concern which the patient interprets as being on his behalf. "
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Joined: Jun 2009
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Leslie, I am glad to hear it! Mule-skinning needs every break you can catch. 
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Joined: May 2011
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My experience with Updox and their support has been very favorable. If things cannot be handled over the email support quickly and easily, I have used that forum to express my need for a call back and have not been disappointed. I seriously don't know how I could function presently if Updox went away and feel it a valuable communication tool for my office staff and patients. I especially like the fact that the CEO is immersed into the business. Sorry to hear about the bad experience.
Dave Condon, DPM Truckee CA
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Joined: Jul 2010
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I have to say my experience with Updox support has been positive. I know they've had some issues as of late. I generally check the userboard here first to see if anyone else is having any problems. If I'm not the only one having problems, I usually don't contact them as I'm sure they are already aware of the problem and are working on it. It's usually fixed quickly. I did find out by talking to Sean about a new status website: http://status.updox.com/
Marty
Physician Assistant
Fullerton, CA
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Joined: Nov 2009
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I have found that Updox support responds best to an e-mail sent to support@updox.com, and a tweet to them. Gets their attention, and makes my issue visible to anyone who follows them on Twitter.
The only issue is that if I have a problem here on the west coast after 2pm my time, they've shutdown support since it's after 5pm east coast time. And the issue doesn't get any attention until the next day.
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