Home Forums Discussions Problems Is there an issue w/ AC Support currently?

Hello,

We have been using AC for over 2 years now, and we have had no major issues with it until now..

I had some questions on exporting billing information so I called AC Guardian Angel support for which we pay a good amount annually. Instead of giving me the option to wait on the phone until I could talk with a rep, it prompted me for a message and phone number and to wait for a call back. I thought this was convenient and smart of them at first.

Until a day passed, and another.. Now After I've left 3 messages, I just wish I could wait on the phone until my turn to speak w/ a rep.

I have also sent an email to which there has been no reply, and the chat system offered me a similar message that there is no one available.

Has there been significant layoffs on the support side? or are there major issues with the latest updates that has the support staff so busy?

Is anyone else experiencing these issues? or am I getting unlucky?

I am fully open to the possibility that I am going through the wrong channels as well, I just would like to hear back from AC support.. I usually expect a call back within that day if I call support for any of my other products.

Thank you for hearing my complaints.

Try going to the website and use the "chat with us" button, usually you get service almost immediately

thank you for your response.. as I said in the original post.. the chat system also seems to be down with this message:


All Guardian Angel Support representatives are currently unavailable. Normal support hours are Mon-Fri 8:00am to 9:00pm EST. If this is an after-hours emergency (i.e., your database has crashed and you have patients waiting), you should call us at (866) 382-5932 and leave the details of your emergency. Otherwise, please leave your information here and we'll get back to you as soon as we return.

I would understand a busy day or a couple hours.. but it has been a week already, and I was beginning to get concerned.

I just tried and got somebody to chat with right away

Hi Blee,
I just sent you a PM. Please reply at your convenience.

Many Thanks,

Clayton@AC

I might guess they may have been in a meeting.

While I have seen the chat system not be available, it's not often (but then, I don't use it that much either.)

I have used the Guardian Angel support frequently over the past few years, both on the phone and on the help me now link on the Web. I have had an excellent response rate, rarely having to wait more than a few hours at most, if they had to return the call. Based on my experience, Blee, I just cannot believe that they would be so slow in responding to you. My hats are off to them.

Dr. Mel, I need to disagree.

We have not really needed support to any degree? gratefully? but I really don't consider getting a call back "in a few hours" a laudable response to problems with a piece of software that is marketed as mission critical to healthcare. I expect (and get) a lot better from my accounting program, security monitoring, database, or really almost any other piece of software on my system, and none of them has the capability of rendering me incapable of providing medical care. I get better response from my system consultants in London and India, and they are 9 and 11 timezones away!! I feel a 15 minute wait is pushing it for acceptability.