Why can't Carestream provides timely, meaningful updates to system issues that are easy to find and useful?
Why do end users have to hunt through posts to look for updates about known system problems?
Carestream should be posting information here as soon as they know an issue with performance or accessibility has been identified. The lack of communication has been a problem for SoftDent for 20 years. How about this: (1) admit there is a problem, (2) state the problem, (3) what teams with in Carestream have been notified and are working on the problem, (4) indicate what is being done to resolve the problem, (5) an estimated time of restoration.
Then updates should be posted every 30 minutes with additional information and guidance.
It should be an identified role within Carestream for someone (with a back-up) whose job is to drop what they are doing and focus exclusively on communicating and updating users on the outages. When a problem is affecting all users, that should be a top priority. It never seems to be though. Communication and openness should be paramount Leaving offices hanging only leads to frustration. That frustration is compounded when the end user calls customer service and finds out there is a 90 minute plus hold time. That alone is an indicator to the end user that there is a larger problem occuring. Why not step-up and address it head-on? The IT group has always been poor at communicating to customer service what is happening and when it will be resolved. That has to change. The IT group has to realize that they must communicate to the customer service team real-time updates that CS can use to help customers. There seems to be a systemic divide in Carestream between the IT group and CS.
seems like one of their monthly outages, not very reliable. ever since I got the cloud service about 5 months ago, this has been the trend
We appreciate your patience during this frustrating time. Our announcement message on The Exchange (visible from the Home page and at the top of each product page) was just updated with the following information. That message will continue to be updated as more information comes in.
Thank you for checking The Exchange for updates, and for your continued patience during this frustrating time. This will be the last update on this forum for Nov. 18. The team has been working non-stop to have this issue resolved and will continue to do so throughout the evening.
A potential resolution has been identified and it’s likely that service will be restored tomorrow morning. There is a possibility that your login credentials may not work. For those who experience this issue, we will be assisting customers with resetting passwords. Please contact Support.US@csdental.com to do so.
If anything changes during the evening hours, we will update the Exchange. If needed, updates will begin again on the Exchange the morning of Nov. 19.