We are using the exe version and we will may move over to the version 12 web version.
In the meantime, we are trying the web version v11.5 and have been having numerous basic functionality problems with that.
The fist major problem was that we couldn’t attach referrals to the patient. Ecw support then told us that the version we used was not designed for referrals and so doesn’t work in real medical practices. My SAM called me to also tell me that the web version was not designed to work with referrals and so was not designed to run medical practices. However next day they called back and changed a practice wide setting and all of a sudden we could attached referrals to patients and so they decided that the web version can work in real practices. (Their support is so bad, I can’t make this stuff up.)
Every ecw upgrade has caused us enormous problems and major arguments with ecw. Usually we upgrade then a major functionality doesn’t work at which point ecw declares that it shouldn’t be working and we need to find some extremely inconvenient work around and we argue back and forth until eventually they find the problems and resolve it.
For example I have ebo reports automatically emailed to me daily. Whenever we upgrade we loose the ability to automatically email ebo reports, ecw always insists that the problem is with my mail client or my mail server etc. Now I give them the actual instructions on how to set up automated emails on Cognos (which runs ebo) and yet they still insist the problem is my fault. After 2 weeks of arguing they eventually find a tech that knows what to do and actually fixes the problem. This happens with every upgrade. But it’s always an argument as with every ecw ticket.
Their support is a disaster. Their answer to every complaint is that I the product is fine and we need to “find a workaround” that ends up being extremely inconvenient and time consuming for us until they find a technician that actually knows something about the product and can fix the problem. This is usually a few weeks of argument and frustration.
Given their extremely poor support and the problems we always have, should we really consider upgrading to version 12?
