On Monday March 28th, our office was migrated to the new Citrix. There were some problems getting everything to work but by the end of the day, we were able to access WinOMS Cloud on all workstations. By Wednesday (the 30th) my workstation was completely unable to access the Cloud. I could sign into Citrix but WinOMS would not open.
Since last Wednesday I have had numerous frustrating conversations with entry-level tech support people trying to even get an update, some kind of timeline when my computer will be able to access patient information again. Every time I have to call and talk to an entry-level person, get the issue escalated, be told it's been escalated to Cloud or Cloud migration, and then never hear anything back. I don't mean to be a squeaky wheel, but it's not an acceptable answer to my boss that I can't do any work but I don't know how long this issue is going to take to get resolved...so because I never get a call back, I have to call over, and over to ask...
Today, I had the front desk person call (using the case number) to see if there is any update, while I used their workstation to try to get caught up on all of my work that has piled up since last Wednesday. The Carestream tech support person said that his computer was not working and so he would email migration support to let them know we called. When my coworker asked if there was a timeline of when someone would be contacting us back (either by phone or by email), he couldn't give an answer (I get it, he's not in charge of someone else's schedule). When my coworker reiterated that this was preventing someone in the office from doing any work and that it wasn't an unreasonable request to ask when we would be getting contacted back (since this has been on-going since last Wednesday with no one communicating with us), he was told by the tech support person that I should "probably just leave for the day."
This is unacceptable. We may be a small practice located in the middle of nowhere compared to some of their other customers, but that shouldn't make us any less important. As the billing person, this is starting to negatively impact our business financially. Which makes us go looking for solutions outside of Carestream.
On a side note, one of my biggest issues with the way Carestream has things set up is that every time you call WinOMS support, you have to talk to the lowest level of tech support. None of them can ever do anything because we are on the Cloud. Why isn't there separate tech support for Cloud users?
Thank you for your feedback. I have gathered the information from this post and have reported it to the team so that someone can be assigned to reach out to each of you.
Our offices are having the exact same problem with Carestream. We are so frustrated, the doctors are actually talking about moving to a different practice management software altogether. Our migration was a month ago and we still have a LOT of glitches--to the point where it is interrupting our ability to see and treat patients and respond to referrals in a timely fashion.
Please keep us updated. We are hesitant to do the migration until CareStream gets the issues worked out.
If they give you the option, DO NOT MIGRATE! We were told we were not migrating due to problems, but we came into work on April 1st and it was done. There has been nothing but problems. We think we get one thing fixed and then another problems shows up.
My opinion is to wait. The people who ran the migration were not Carestream employees -- I was told Carestream contracted with other companies to do this. It seems like maybe they are running into a lot of problems that weren't anticipated and/or are understaffed.
A week later, my workstation still cannot access WinOMS cloud, and I still have not received any kind of update as to what is happening or if they have any clue when it will be fixed.
Thanks for the info! Hope Carestream resolves your issue soon. A week without a workstation is unacceptable.
Carestream Dental LLC
3625 Cumberland Blvd. Ste. 700
Atlanta, GA 30339
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