Richard, if you are looking for new employment, you should consider becoming a politician or an attorney- because you are effective at blaming others and not taking any responsibility for your failure! You never admit that a non-working product and/or unprofessional and sub-standard support might have contributed to your demise. Also, you did not mention the fact the courts had set for trial in March of 2008, with your company as a defendant, a lawsuit from a Florida MD- for breach of contract.
One of our customers bought the product over a year ago. What does a lawsuit have to do with the fact that your delivered product never fully functioned? Many features, such as faxing from the program, never worked. This problem required all AcerMed docs to be first printed, faxed and then destroyed. So much for workflow efficient and paper reducing features you are always hyping. Your company spent weeks blaming everyone else, before admitting something was wrong on your side. AcerMed eventually gave up and never fixed it.
Because this was such an egregious issue, our company developed a work-around. By the way, it was not hardware. We exceeded or met your desired specifications in every category and in fact, your trainer told us- that we were the only installation she had ever been to without problems interfering with rollout or training. We had and still do, the financial capacity to purchase whatever was required for optimal service levels.
AcerMed never delivered on a patient portal and the use of Twain devices was such that they would never release from use unless you re-started the program. AcerMed always maintained it was a Microsoft issue not supporting multiple devices. Yet, I write this on a machine with four Twain compliant devices attached, all acquiring and releasing without exiting the programs.
After paying for AcerMed to send in an employee to document needed changes- a subsequent upgrade overwrote all the changes. First AcerMed denied it, and then you asked the physician if he would resend the changes. Needless to say, he was not happy about loosing a day’s revenue to assist your employee and having to pay for your employee to do what your salesman had promised- only to have your company loose the changes and deny it.
Your service department would do upgrades with out telling us. Even after repeated assurances that they would let us know of upgrades- they did not, or would not do it when scheduled. Our company was willing to be available 24/7 to smooth out your problems from an overnight upgrade; yet not once did you cooperate, even after repeated assurances to your customer that you would. Often, first use after an upgrade would create a host of problems. Always, at least one workstation would be missed or would require a re-load. Thus, usually at the beginning of the next day we would find a user not able to work and having to wait until 12:00 PM EST to reach you. Generally, AcerMed never answered the phones before noon EST, despite the hype of an East Coast office you supposedly opened.
One time a developer knocked out of the program, a physician in the middle of a day's production. After informing your employee of such, he became indignant questioning why the physician was using it when he needed to be on it.
Richard Yonis you keep saying Asarum is such a great product. However, many of our end-users would argue against that statement. Asarum is cluttered with many screens that do not work or require a user to navigate hordes of irrelevant fields unnecessary for that particular office function. Although, many offered improvement suggestions or keystroke reduction ideas for the user- your company was always arrogant and condescending in response. After reviewing some with them, it was apparent that many would indeed improve the end-user experience and efficiency.
Your product and service is definitely among the worst of any vendor I have encountered in our company’s forty-year existence.
Jeff Johnson PC Science Inc Clearwater, FL