We have had nothing but problems any time we upgrade ECW. We use EXE Desktop Version. The latest upgrade we have had problems with account inquiry, referrals, medical records, diagnostics. Every upgrade has caused us huge problems and numerous tickets. ECW states we need to find a work around and then we sit on logmein123 for hours and argue back and forth until eventually they find the problem/s and resolve it or we just give up.
The support is so bad and when they work on a case they either try to have me set up multiple cases so they get credit for working on “several” issues or if we cannot get the problem to duplicate while on the phone with them they try to have me close the case without doing anything.
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.
Does anyone else experience the same issues and how do you resolve it? Support always states we need to quit using exe version.