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I first contacted Amazing Charts in April to try and get to talk with someone about setting it up in my office. Today is June the 13th and I have not been able to get a Customer Service Rep to talk to me. This kind of service even before they have my account shocks me and wonders how many customers they are losing due to this. Every time I have a question they refer me to the forums. Has anyone else had these experiences or is it just me?

Thanks,

Tom

I have always had good customer service from them, even before I purchased. Call the service number and ask them to allow you to speak with someone about setting up a new office to try the program and if that doesn't work you can try e-mailing Jon Bertman directly).

Thanks will do.

It was all cleared up so thanks all. Hope to be an AC customer soon.

I am glad you got it worked out. They shouldn't JUST send you to the message boards, BUT we probably can help you set up your office. Just ask.

I find the best way to get help is to use the "ping" function within AC itself. They'll almost always take your ping quickly and if a phone conversation is really needed to clarify things they'll usually take that on. I've even done "go to meeting" once or twice so they could fly our computer and see the problem first hand. Between the phone and gotomeeting it usually works out OK communication wise.

But it is strange because it seems one day support and response is awesome and then the next time goodness knows what is up. But AC is a smaller company on a tighter budget and so there you have it.... Welcome aboard!

Yes, but their budget would be less tight if they didn't take two months to get back to a customer. I don't know the whole story.

I do always find this strange. I called an office machines store today around 4:15 PM. I was guessing they were open until 5 PM. The secretary told me she didn't know anythng about their products and she would connect me to a salesman. Now, that sounds as if he is there. Of course, I got his voicemail. Now, that is mistake number one. The phone should ring and if there is no answer, it should ring back to the secretary so she can transfer you to another salesperson or tell you what your options are over the phone.

So, I leave a message, and the message says he will get back to me as soon as possible. Well, I guess everyone has a different meaning as to what ASAP means. Now, one would think that a salesperson would get back to you that day. I think I would instruct my sales staff to be extra on top of things on a Friday as there is not time like the present for a person to buy something. That is why they are calling for the most part. But, a long weekend could change all that.

So, when he calls on Monday, I will tell him I am starting a new company, and we needed 9 Muratec fax machines and 12 of the top of the line HP LaserJet color printers. I would then lament the fact that maybe I paid Office World too much. I bet that will get him to turn off his voicemail.

Like I've said a thousand times (broken record time) with a promise of better and more consistant support, I think most folks here would gladly give Jon a few more bucks so support can really be there... But hey what do I know I'm just some dumb small business person and a customer, right?

Tom,
Amazing Charts has been great in starting up my practice which is only two months old. Customer service has been consistently stong. I am glad you got the information you needed.

The message boars have been a great resource. There are many generous folks who have helped me along the way. Welcome.

I agree with Vicki. The message boards here are the best place to start. Nearly any and every probley you will face, we have face ten fold already. And, it won't be long when you will be helping others.

This message board, by far, has the best cameraderie of any board I have seen.

Thanks to all of you for your help. My one remaining concern is the fact that I have a MAC. I have been adviced (and well it seems from my research) that I can use VMWare fusion to convert my machine to a PC. But I still have qualms about that. I know if I go to EMR that Amazing Charts would probably be my choice.

Tom,

I have never run AC on a MAC and truly don't know a lot about them. My MAC friends swear I would never go back if I tried a MAC. But, have you looked at Boot Camp? Of course, then you couldn't switch back and forth between MAC OS and Windows. This article seemed pretty good. Hope it helps.

http://mailbox.allthingsd.com/20070823/running-windows-vista-on-a-mac/

I used a Mac years ago. Like, in the '90s. Wonderful machines. Interface is superior to Windows in every way (well, from an end-user standpoint).

I only bought a PC because special software I have used in the past only ran under windows. And I'm a gamer. Few games on the Mac.

I have used Macs for 20 years and prefer them, but AC runs on PCs, so I am proficient in them.

Jon was running AC on a Mac with Parallell at the ACUC. This apparently ran emulation in a subwindow at good speed from a laptop. I THINK Boot Camp requires you to boot one way or the other but cannot run the two at the same time. (Might be wrong on this, I don't have an intel mac, so I don't use these programs)

Thanks all. Billl on this forum (Thanks Billl) suggested using Vmware as the best software to run PC on a MAC and after reading the reviews for the s software on Amazon.com, He has a point. Its just that I'm not that tech savvy and would be stuck if I had issues with the whole process.

Well we just bumped ourselves up to 3.7.15. Very nice but not quite as ground shaking as I was expecting, but cool none the less.

Anyway, I just wanted to report we installed the new version on the main machine here (P2P) and then the clients. All was well with all the laptop peers, but when I got to the old hardwired tower it glitched because although it had it's path set to the new main tower, it still had db folders of it's own that were populated with our old data.

So I pinged tech support, Clair answered, we went to meeting (gotomeeting) she and I flew this old tower together while talking as needed via the ping chat window and she got us all cleaned up in no time flat. She even helped me take out the old populated db folders, that we saved (just in case, but we back up every night anyway) to my external drive so this won't happen again with any future updates.

As needing assistance can go because something is not working well, it was a great tech support experience and I say thanks to Clair herself, as well as Jon and AC for making it a quality and pleasant one.

Sincerely thanks! Happy, healthy and safe to all this coming holiday weekend....

You know, I have never had an issue with ACs tech support. Well, a little one once when I was suggesting to Carlos an improvement. Generally, they are really helpful and personable.

Well Carlos is the man. He has been there at least as long as we have been onboard. He is awesome, smart, helpful, funny and personable. He is the model that all others in any form of tech support should aspire to. Jon's got a real gem in him.

Oh and like most New Englanders he is a firm Red Sox fan (ya hurts my Yankee fingers just to type the name) but he has a beautiful new baby boy Named Alex. And so Nancy and I love to rib him about being a Sox fan that very intentionally named his kid "A" Rod. I bust on him that he must really be a closeted Yankee fan and once I sent him a great full sized back sports page from the NY Post of A Rod.

But he is a great sport about this kind of stuff too, which only adds to his legend at AC tech... He's the Man!