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ticiATdrfactors
Canine III

migration message

For at least 2 weeks we have been getting a pop-up message when we log in to our cloud softdent stating that our software will migrate 7/15/22 and we need to schedule an appointment to discuss that.  I made an appointment for 6/21 @ 1030 that never materialized and have called support that day and 2 more times since.  I have not heard back from support, the link to create a new appointment is broken now since IE no longer works and I am worried about the problems that might occur due to this issue.  Can someone please tell me what I need to do ahead of 7/15/22, if anything.

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DDS1
Canine II

Don't  DO IT!

It's been a nightmare since early July and we've been angry and frustrated daily.  We were promised "This will make things better" but it has been anything but.  The support team is woefully understaffed and able to solve ongoing issues.  Our (approved) third party vendors have been unable to SYNC so we don't have appointment reminders or notifications working. The migration required hours and hours of outside IT support to follow-up on broken promises and performance issues.  We're at $5,000 so far and wish we could have seen the nightmare coming and spent our time, money and energy switching to a different PM Software.

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tshaw
Community Manager
Community Manager

@DDS1
Thank you for your feedback, and we’re sorry to hear about the issues you experienced. We’ve reopened your case to take a closer look at what you’re describing; someone from our team will reach out to you to be sure you are satisfied. Thank you for your continued business. 

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tshaw
Community Manager
Community Manager

@ticiATdrfactors  @dmdmatt 
Thank you both for the post and we apologize for the frustrations. I sent your information to our escalations team and they are assigning someone to reach out to each of you. 

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So we had the 2nd step of our migration today and it has not been smooth.  The big issues have mostly been handled, but there are changes to the program that are making it hard to use and no one seems to want to work on a fix.  I am 5.5 hours into this since I was here at 720 for the 730 appointment, but didn't hear from CS until 815.  Still waiting for someone else from software to call to see if we can get a resolution to the new errors and problems that have popped up since starting to use the "new" software

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ticiATdrfactors
Canine III

Yikes! That sounds awful!  I feel also bereft from the lack of support we pay for.  I still have heard nothing back from CS support "escalation team" after about 5 calls at this point.  Thank you for your feedback and well wishes.  

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dmdmatt
Canine III

We just had a migration after two rescheduled times.  It has pretty much been a real hassle, just like everything else that Carestream does.  Now we can not see our imaging photo or X-rays that we need to view.  All we can see is icon.  We were working with four different people from Carestream in addition to our IT company.  It’s really sad I have stayed with this company for so long.  Our staff hate the software.  I really feel defeated.  We should have changed years age.  I would at least like to know what the benefit of this cloud migration was.  What is so much better with the Azure cloud.  Do we have new servers now?  I would appreciate any feed back.  And good luck to you.  If you want to call me our office phone is 413-499-3440

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