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Canine III

Customer service

What is going on with the wait times with customer service? I waited 50 minutes to talk to someone the other day. I am waiting again and told that there are 25 callers ahead of me and over an hour wait. 

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Canine III

Re: Customer service

I waited 3 hours to speak to a customer service rep. Absolutely unacceptable. I had to stay on hold because my situation was important. I went to update some dx codes in my ticket for point-of-care. As everyone knows, the new dx codes came out Oct 1st 2020 and we updated our dx codes last night. I went to enter the new codes, and guess what? the e-ticket within the optical ticket, completely deleted everything but the two new codes I entered. With having 3 hours to sit on the phone, I was able to replicate it. If you alter the information at all, it deletes everything.

Did I mention I was on hold for 3 hours? To find out this is a known issue, has been escalated but there is no timeline for a fix. I cannot understand how every time our practice does an update, there is something that ends up being broken with that update and is promised to be on the next update. 

3 hours on hold. UNACCEPTABLE! 

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CS Dental Employee
CS Dental Employee

Re: Customer service

My apologies on behalf of Carestream and the Support team. It has been a challenge the volume of calls in Support being answered and the wait time which has increased substantially over the past months. Your voice and others are not going unheard and concerns have been reported to the Carestream Management team.  We have new hires in training that will address the long wait time in the next two weeks. Additionally, a very convenient method some customers will use to notify support of their concerns is via email. Feel free to send Support an email to OralSurgerySupport@csdental.com for a better experience and a reply with a much shorter wait time. Some of our customers have opted using this alternative method as a solution. 

Regards to the software and the issue you mentioned relating to the eTicket was recently discovered. Unfortunately, with software there are software defects. However, you do not have to wait for the next release. Our development team has created a new tool to enable Support to fix the data for a customer experiencing this problem. May I have one of our escalation reps to call and discuss with you that option? Reply with your Account number and we can get the eTicket issue addressed for you promptly.

Thank you and hopefully your concerns are acknowledged. 

 

 

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CS Dental Employee
CS Dental Employee

Re: Customer service

Hello, Please review the reply to your last inquiry regarding the wait time via the telephone. Another convenient method some customers will use to notify support of their concerns is via email. Feel free to send Support an email to OralSurgerySupport@csdental.com for a better experience and a reply with a much shorter wait time.  Some of our customers have opted using this alternative method as a solution as well. We hope to get our client's wait time to decrease and return to a state of normalcy over the next couple of weeks with the corrective measures Carestream is taking to address this concern. Thank you!

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