Home Forums Discussions Problems Updox Support Satisfaction

I pay Updox $140/month (more than I pay AC) and am generally satisfied with the product/service notwithstanding support. However, I would like to hear others' opinion on their support experience. Personally, I am unsatisfied when I have an issue. It is only by email, and in my recent experience it takes too long to resolve simple issues. If you cannot offer phone support (with wait on hold), at least offer real time chat!

For example, I opened a case yesterday regarding Updox Central, and got a generic template back about installation. Replied to them asking a question why PDF shows up as b/w instead of color when I dump it in the auto-upload directory. No response yet.

This is pretty lame IMO.

Would like to hear your opinions.

Thanks for listening to me vent!

Agree. Updox has poor customer service; it takes a long time for them get back to you. When someone eventually calls, they usually fix the problem quickly. There is a setting updox can turn on to allow you to import in color from the auto-upload folder for updox central.

Hopefully they'll put a little of this $$ towards a Customer Service department upgrade.
http://www.bizjournals.com/columbus...x-lands-3-5m-funding-line-with-saas.html

I would agree that Updox has intermittently had issues with support response times.
This past week we upgraded AC and initially, Updox was not recognizing and connecting to the new database. I emailed Updox support and got a call back (which my office missed ) followed by an email, both within an hour. When I recontacted them, again I was called within an hour. The problem was fixed quickly. When I mentioned the good response, I was told that faster support response is now a priority for Updox. Whether that proves to be true or not, I thought it was appropriate to report my positive experience.

This is a new issue. But I am adding it to the old thread.

It seems silly to me that they are skimping on customer service. It shows! Posted a trouble ticket at 2pm (PDT) and cannot get a inital callback for more than 24 hours. Well actually they email you back at the time they should be calling you (24hours) to tell you it will take more than 24 hours. Probably so the metric shows "constant" communication.

I hate to think what would happen if I was dead in the water.

Type your response ABOVE THIS LINE to reply

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JUN 03, 2015 | 04:28PM EDT
Doug replied:
I apologize but I won?t be able to contact you today. May I have a good time to call you on 6-4?
Doug Reno | Customer Experience Analyst | http://support.updox.com

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JUN 02, 2015 | 06:07PM EDT
Al replied:
Cell 310 570 xxxx
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JUN 02, 2015 | 05:42PM EDT
Doug replied:
Good afternoon.
Our support team will review your screen shots and be reaching out to you on 6-3.
Sincerely.
Doug Reno | Customer Experience Analyst | http://support.updox.com

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JUN 02, 2015 | 05:11PM EDT
Al replied:
I am attaching other screen shots?
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JUN 02, 2015 | 05:00PM EDT
Original message
Al wrote:

Message:
we are using amazing charts. we have a total of 4 schedules. we get a notification in updox for activity performed in the amazing charts scheduler. to be clear, when creating an appt in an open slot in amazing charts, the notification pf error comes in updox. however, there is no error because the slot is open. updox is confusing slots in separate schedules. is there a way to resync the calendars? i have multiple screen shots.
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This message was sent to al@drxxx.com in reference to Case #: 70651. [/size]

So they called me today and as a result of CSR escalation had the developers on the line to determine that there is a bug, but they were very good about it and hopefully we will have a resolution soon. I appreciated that they could grab the developers and actually look at the code to determine there is in fact a bug. They do take some time to get back to you, but the service is pretty good once you have their ear. Will keep you posted.

Has anyone every heard of an "event log file is full" in AC that would prevent Updox from being "filed" in AC? Updox says it is an AC problem and AC has never heard about it. In the meantime I have 400 faxes (we were on vacation last week) waiting to be filed!

IF you have been using AC log enough, the internal AC SQL server audit log fills, and then the database is inoperable until AC does maintenance on the Audit log.

Get with AC support to get this fixed, then things will flow again.

Love you Indy!

So my frustration with Updox continues. AC (with Indi's help, bless you!) was able to determine that it was not my event log being full, but they thought it was the fact that Updox Central was loaded onto a computer and not on the server. Then they thought it was an adobe compatibility issue, so they reverted to a previous version for Adobe. We tried a couple and voila it worked, kissed the IT guy and sent him home. Proceeded to work through my 400 faxes, plus all the ones we had filed that didn't show like clockwork. Then I hear the dreaded...Why isn't so and so's labs in the chart? Where is the CXR for MR. X? We quickly realize that it is randomly dropping faxes and we are mighty frustrated. So Mr. IT guy is headed out again to tomorrow to do battle with Updox...and I am working late trying to print and scan our most important stuff in. I am not being yelled at by angry patients again tomorrow!

Looks like we finally figured out the bug. There is an underscore in our Updox name that is throwing off the communication between Updox and AC. Hopefully when they take it out our problems will be resolved.