frustrated trying to reach support

[KDA43920]

I've been waiting for a call back all day. Waited on hold last week for 45 minutes and then got disconnected. Have not been able to use softdent all day.

[MerwinDDS]

Softdent cloud support is so bad. You can't work with it anymore. Repetedly it goes to a complete outage or too slow to do anything. Losing revenue and its killing the practice. Called them a thousand times to get it fixed. Not a perm solution. Can't run reports, check employee work hours, nothing. What a horrible experience with Softdent. Many days I have to shut down my office.

[tshaw]

@KDA43920 -

We apologize and appreciate your patience. I personally contacted the support team with your information and someone will be contacting you as soon as possible. 

[dravrutik]

Can the support team tell us what is going on?  How long will the cloud be out.  Once again, this is happening way too much! and no communication updates through out the day! what is going on?

[tshaw]

@dravrutik 

We apologize for the disruption in service and are working nonstop to get to the bottom of the issue. Please continue to check The Exchange Home page for updates, below is the most recent update. 

We are aware that some customers are experiencing slowdown in system functionality. Our technical support team believes that it is related to system security tools deployed in the hosted infrastructure unexpectedly impacting system responsiveness. The team is working to resolve these issues as quickly as possible, and we will update The Exchange as more information becomes available.

[jcooke-AD]

TSHAW --- with all due respect, how is that any type of answer?  Carestream is not giving any information that is useful regarding downtime. 

[MerwinDDS]

What a big mistake using Softdent cloud. Multiple days of lost business and work. Unhappy patients leaving the practice as we have to reschedule them several times because of cloud outage or software not working.

[ghorsey]

@tshaw 

TShaw doesn't give answers.  They all just cut and paste the same response like robots. No real customer support with this company.

[MerwinDDS]

Feel like we need as a group of cloud users to do something legal to get compensated for our lost revenue and business from Carestream. It's urgent, we need to do something. We can't afford to have another day of no work because of Careswtream not fixing it after several cloud outages.