Home Forums Discussions Problems Anyone else having lack of support from AC?

We have been trying to chat, email and call AC IT support for several days but no answer. It is unusual for the Angels to do this and we are not happy about this.
Does any one has a similar problem?
Romanat Clinic
(303)364-1422

They appear to be completely unavailable. I would expect this to be a busy time, but they should have added more staff with the influx from ICD-10 mandating an upgrade to V8. (And also an influx of money from GA support)

http://amazingcharts.com/ub/ubbthreads.php/topics/67065/Amazing_Charts_responds#Post67065

You have to go to the right places. First, post in the ICD-10 forum, where you can have a good expectation that the moderator there will see your post. I have communicated with her, and she seems very willing to help. I don't know if it is a new mandate from management, but more and more moderators are listing their email in their signature. While technical support can be very helpful (and they do hire extra people -- but remember the new people have to be trained on a product we have been using for years), the moderators that are assigned to a forum, generally have more of an investment and interest in that particular subject. You will also notice that with Cathy@AC, her email address is Pri-Med.com. That, in and of itself, will make it interesting as to how quickly you may get a response.

I also think (and I do agree that they should have anticipated many calls) that with the installations of 8.2.5, the continued performance issues associated with 8.2.5 and ICD-10 that it must be crazy there. I am certainly not making any excuses and, those who know me, are probably shocked.

I still think that even having someone answer the phone any saying, "We have no time right now," would be better than no answer at all.

Okay, I take it back. I could not get anyone on the phone, but was told via email response that they could schedule me for the week of October 5th. I couldn't wait that long, so I call on Indy with BestForYourPractice. I spent three fun filled hours with him today and he got me all squared away - not just ICD-10 via 8.2.5, but a new server computer as well! Thanks Indy!

NO LACK OF IT support is disturbing in the light of InLight EMR ( a new EMR by AC for direct Primary Care ). I am sure this takes all resources including IT support and resulting in a neglect of the original AC EMR and it's users.
Abu
Romanat Clinic

abu,

It isn't exactly like that as far as the relationship of InLight and AC. You know that I am not the biggest cheerleader on here for support, but very few resources of AC goes directly toward InLight. I will be talking with them about this shortly.

Indy is giving away servers?! Sign me up!

I agree. Tech support is not like it used to be!

I have been paying for GA support for years, and hardly ever have I used them. But when I really need them, they are not there immediately. Tech Support can be like EMS: you rarely need them, but if they don't show up immediately when you do, what good are they?

I placed a call into GA on 9/9/15 and have yet to get a response from them other people in my office have also placed calls with GA before ICD-10 went into effect and there hasn't been any response from them. I have noticed a real lack of support for months. Your best option was to chat with someone but I have found that no one is available now. I do understand that due to the fact that AC would not let you dual code a lot of these issues didn't come up until 10/1/15. I would just like some kind of response from someone. Like hey we did get your voicemail and a ticket has been created... Right now I feel like someone is just deleting them.

Let's hope they fix these issues soon I will be waiting for someone to call me back from Sept.

lpfpbiller and Boondoc,
At a recent Clinical Advisory Board meeting, we discussed support issues with AC. I believe our concerns were heard, and AC will be taking some actions to improve things. While we may need to temper some of our expectations (we cannot expect them to ALWAYS be immediately available), AC describes the lack of response that lpfpbiller reports as clearly unacceptable. I would suggest that you make one more attempt to contact them through the usual route and post back here with the result.

I would wait a week.

I agree GA is not available like it was in the past. However, I have found if you email or call and leave a message it takes days for them to get back to you. If I need an answer ASAP I just continue to refresh the "chat with us now" screen until it says technical support available. It may take a few times over a few minutes but it usually works.

lpfpbiller (Staci, I think): Can you give us any follow-up on your support issues?

Chris,

Thanks for the kind words, and I'm glad we were able to get the upgrade done, and then deal with the mapped drive issues.

Not sure how much fun you had, but I'm glad they weren't drama or frustration filled hours.

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Yeah. I have been sitting here entire time waiting.