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dhen
Canine III

R4 software errors in new release - frustrating service

Is anyone else tearing their hair out at the poor response from Carestream Developers and Customer Service regarding the failure of their recent software release that is stopping most EDI claims going through for orthodontic practices.  I have now emailed Customer Services twice with a number of questions to which I have had no response.  Has anyone else been lucky to get the curtesy of an apology, response and fix date? I cannot believe there are so many errors in this new release, where is the testing?

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7 Replies
CS Dental Employee
CS Dental Employee

Re: R4 software errors in new release - frustrating service

Dear Dhen,

Really sorry you have not had a response, we have checked and can find no emails in our support mailbox, could you tell me your postcode and ill ecalate your issues immediately.

Kind Regards

Ian
dhen
Canine III

Re: R4 software errors in new release - frustrating service

Hi, can you give me your email address and I will forward you my email.  Sent two and email address correct as I checked it before resending.  

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CS Dental Employee
CS Dental Employee

Re: R4 software errors in new release - frustrating service

Hi, we have your email address and a member of our team will contact you directly shortly.
Kind Regards
Ian
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dhen
Canine III

Re: R4 software errors in new release - frustrating service

Hi, I sent an urgent detailed response and information request via email on Thursday morning last week to two named individuals (Chris & Matt).  Unfortunately no response.

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CS Dental Employee
CS Dental Employee

Re: R4 software errors in new release - frustrating service

Dear Denise,

I responded personally to your email last Thursday, the issues customers are experiencing with Orthodontic claims is not limited to just Carestream Dental. Other suppliers are experiencing similar issues and the BSA are investigating their systems, until we have confirmation from them we cannot directly answer your questions.

We have a post on the exchange you can follow to receive updates on our progress, please see here:-

https://community.carestreamdental.com/t5/R4/Orthodontic-Claim-Rejections-in-CS-R4-R4-Version-6-7/m-...

It is important to note that the BSA have advised that the 2-month rule does not apply to Orthodontic claims.

You have my email address and telephone number and am happy to talk to you directly.

Kind regards

Chris 

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dhen
Canine III

Re: R4 software errors in new release - frustrating service

Hi Chris

Thanks for your response. Unfortunately your response from last week did not reach me.  I am surprised these issues didn't show up in testing before launch - very odd, unless BSA changed there systems again without telling everyone?  Thank you I will follow the thread and call you should I need further information/clarification.

Regards

Denise

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CS Dental Employee
CS Dental Employee

Re: R4 software errors in new release - frustrating service

Hi Denise,


I have sent you an email regarding this to test 

Please could you advise your findings 

Thanks 

Chris 

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