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rich_omsafw
Premolar I

Support cases being closed with no resolution/OLD Office 2010

Has anyone had issues with support cases not being resolved and then closed?  I feel this has happened several times over the last few months.  The latest example is case 7674417.  I called in on 7/27 about slow merged letters (it is painful to merge or edit letters sometimes, other times its just slow).  I called back in today to get an update and the case was closed the same day I called in.  The notes say "things are running better" and case closed.  I feel when we have complicated issues that need to be escalated this happens a third of the time.  

Side note, anyone else in cloud and have slow merged letters?  I am told that a merged letter in the cloud can take up to a minute to merge and that is normal.  I don't know how that would be normal but that's what I'm told.

 

4 Replies
paula1
CS Dental Employee
CS Dental Employee

Re: Support cases being closed with no resolution/OLD Office 2010

Hello, Support acknowledges the concerns you shared on the Exchange. In reviewing details of the call there was no indication in the notes referenced by the tech that additional assistance was warranted or a need to escalate the call. However, gathered from your feedback the call was not resolved. An R2 technical representative will call you to address the concerns you have with the software and slowness with mail merge asap.

Your comments will be forwarded to a supervisor for further review of the call and coaching of staff to determine what actions are necessary to improve call encounters with Support. We value your concerns and continually works to strive for quality and customer satisfaction. 

 

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rich_omsafw
Premolar I

Re: Support cases being closed with no resolution/OLD Office 2010

@paula1   Just a follow up on this.  I called into support this morning about an issue with 1 cloud user not able to open a referral attachment in the document section of attachments.  When this user clicked on box that said no preview click to open nothing would happen.  I informed support rep of this and that I was able to open on another computer.  The support rep connected and tried browsing through folders and files for where this attachment was saved, they didn't find it.  After 15-20 minutes of this, they tell me that its not a valid file format and WinOMS can't open it.  When they said WinOMS can't open a pdf I told them I needed someone else.  They said tier 2 would call me back.  We will see what happens, but the fact that they said pdf is an invalid file doesn't give much confidence.

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paula1
CS Dental Employee
CS Dental Employee

Re: Support cases being closed with no resolution/OLD Office 2010

Yes, I checked and the call is in our WinOMS escalation queue. Checking with Cloud- Esc now. The mere fact that you can open the attachment on the other pc, we know the file is there and adobe is opening with no problems on other workstations. We will need to verify that we can or cannot open the pdf to test in the Cloud. Sounds like the Cloud user profile may need to be recreated which our Cloud team can handle. We will keep you posted on the status. Thank you!
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eastonoms
Canine III

Re: Support cases being closed with no resolution/OLD Office 2010

Yes, our merge letters are slow! They are so slow that we are resorting to handwritten excuse notes, you know like back in the 80's. All jokes aside, I have been in the dental field for over 30 years, and this WINOMS Cloud is by far the worst software I have ever used! If anyone can recommend another software, we want to start exploring our options.

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