Home Forums Discussions Problems Where is Angel Support?

I'm having serious trouble trying to create bills since upgrading to version 6.6.7 (note that these are the same bugs I had in the previous version). I tried the chat now option and it says Guardian Support is unavailable and to call. So, I call and it says Guardian Support is unavailable, please leave a message.
What the hay? Where are they? My last day with my office is Friday and I'm trying to train my replacement, only to have my system glitching and the Angels away. Errrg.
Thank you for letting me vent my frustration.
Amber

After multiple tries, I finally got someone. Of course, it was "I'll suggest that for later", but at least it was a response.

Hi Amber,

On behalf of Amazing Charts I would like to apologize for our delay in support.
From out ticketing system it looks like Jerreth from Client Services was able to help you out yesterday.
If you are still having an issue or need additional help please feel free to send me a PM and I will be more than happy to contact you back and take a look.

Thank you,
Anthony@AC

Anthony, why has Amazing Charts decided to start recording calls to Guardian Angel support? Has there been a problem? Why not put the money toward hiring more Guardian Angels?

I, too, want to put in my two cents about this.

Here is what I've noticed:
We have had some urgent issues come up (ex: unable to access data, can't print on AC cloud, etc.) since switching to the cloud version of Amazing charts. When we call Guardian Angel Support we are always told they are unavailable and we need to leave a message. We are never able to get somebody on the phone right away.

In the past, when we've needed to get somebody right away, we would use the online chat. However, recently we have noticed they are frequently unavailable using this method and we are prompted to send an e-mail.

The message on the website says: "Subscribers to Guardian Angel Support have access to expert technicians weekdays from 8 AM to 9 PM EST (5 AM to 6 PM PST), and after hours (for emergencies mostly*)"

We usually do get a call from a technician the same day, but it could be much much later after we have been unable to use the program or other key features of the program for all that time we have been waiting.


This is how I interpret it:
Amazing charts is not able to keep up with the demand for support, which leaves us feeling frustrated and wondering why we are paying money for Guardian Angel support that is not available when we need them to be. As far as we are concerned, if we are not able to access support right away in an urgent situation, than its like we don't have access at all.

Something that would work better for us is:
If there were some avenue through which SOME kind of immediate contact could be made, even if we are told we need to wait, at least the contact is being made (ex: someone picks up the phone, but we are holding in a queue, or someone answers the online chat but we are told that 5 others are in line to be helped before us).

Yeah, good luck with that.

Very frustrating.

There was an ad a few years ago about a company who had lost connection with their customers and were losing business. The owner comes out and hands his people airline tickets to have his people connect again with the customers (it was an ad for an airline).

Sometimes, having someone picking up the phone and "triaging" the problem to the correct level would be better.

It appears there are many "angels" that do not have the ability to help.

We don't have time in the middle of patient hours to deal with computer issues.

Patients are still frustrated with the computers and when you run into a problem or slow processing during an office visits, it disrupts the care of the patient.

As physicians we are constantly asked to adjust. We do. But I don't see the ROI when I become a unit secretary for the hospital (CPOE). I understand this is a process, but as reimbursements for physicians decrease and costs increase (ie. support), maybe we should develop a "value based reimbursement" system for our vendors.

OK, I'm going back for more coffee now.

Pretty amazing that AC can't keep its own cloud service up. The last time I looked, it costs more than the standard support. What are the cloud subscribers paying for, if there isn't better data security and reliability compared to an onsite system?

I think that an "always up/24-7 tech support" promise would really make sense for something as critical as access to patient records.

Unfortunately, using the computers and the web is a fact of life for all of us using AC. I know of no services that have 100% uptime. The best is to prepare yourself and your staff for the eventual downtime.

I trained the staff to whip out the paper forms and use them immediately if AC or other services are down.

As far as AC tech support. I too have experienced no support available during a normal work day. Typically, if I retry multiple times over the course of 30-40 minutes a tech becomes available.