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GE Support Lag Issue

Bugs, Known Issues, Open Cases

Last Post by Anonymous 1 second ago

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mfornkahl

(@mfornkahl)

Posts: 132

Estimable Member

Topic starter

Does anyone know if there is a way to speed up GE Support? We have had an error in our system since the 18th that has caused the allergy alerts to quit working. We placed a ticket with GE however we were told our problem is not a GE priority. Perhaps the support bill we receive from GE will no longer be a priority. We have had tickets closed by GE without a response to problems in the last few months and it seems to me that something has drastically changed with GE Support. Any help would be greatly appreciated.

Posted : September 26, 2016 7:03 am

petemarkey

(@petemarkey)

Posts: 373

Honorable Member

I just get told to log a bug fix request (I couldn't even believe they would make me do the leg work on that), so mine are usually closed pretty quick.

Posted : September 26, 2016 2:16 pm

petemarkey

(@petemarkey)

Posts: 373

Honorable Member

Support tickets are way down according to the latest presentations (insert fake crowd applause), wow shocking they went down after the disaster that was the meaningful use time crush last year.

Posted : September 26, 2016 2:20 pm

Marketing Committee

(@marketing_committee)

Posts: 358

Reputable Member

mfornkahl could you please provide some more details and further describe what happened with being told "our problem is not a GE priority." and tickets being closed without a response? I know GE is working to bring the quality of support up and I'd like to send them this feedback.

Posted : September 30, 2016 9:20 am

burnsh

(@burnsh)

Posts: 155

Estimable Member

I just looked at my service request history and it looks like the average time to close a ticket is 2 months or more. It's hard to take screen shots, but I'd be happy to show you some of the tickets we've had open for months - maybe during a webex.

Posted : October 3, 2016 11:55 pm

Marketing Committee

(@marketing_committee)

Posts: 358

Reputable Member

Thats ok I don't need to see the specific cases just know the narrative. Like I said before I know GE is genuinely working hard to strengthen the support department. I've seen the statistics and GE is improving in all areas. However I also know that isn't felt by each and every one of us especially when we are getting pressure from the people we support to fix something, so there is always more work to be done in that area.

Just to be open I'm a VAR customer so I have a different experience getting support directly from my VAR then most of you have getting support from GE. I too have some cases open for quite along time however I'm updated on the status and usually know when something is a dead end (SPR or slated for a future fix) or not. i.e. I'm not just wondering what is going on with a case.

Anyways I don't want to be apologetic for GE. My goal here is to find ways to help strengthen the product support puts out and to help build a relationship between support and the users.

For those of you coming to CHUG please join my fellow board Member Ernie Turner, FX and Jessie from GE and I at the breakout session below which is a step towards the goal above,

GE Support: Optimizing Your Experience (BO4_05)

Service leaders from the GE Healthcare IT team will share an update on the Support center initiatives to improve your experience. The team will cover key metrics, current initiatives, and recommendations. The session will be completed with a Q&A to gather feedback and input on path forward with moderation from CHUG board representatives.

Posted : October 4, 2016 5:26 am

[email protected]

(@tdavidsonppcp-org)

Posts: 15

Eminent Member

We are experiencing the same lag. Sure, GE hired some people to answer the phone but all they are doing is logging the call. I would like to know how what % of the issues are resolved on the first call and how long is the wait time to receive a call from the actual engineer that will work on the issue. Our experience has been (recently) someone answers and enters the ticket but then we wait days for a call back. I actually had someone answer the phone, take down the information and tell me they would send it to the correct group. The SAME person called me back 2 days later about the ticket. So, it appears this person was scheduled to just answer the phone on that day and not resolve any tickets.

Posted : October 5, 2016 12:36 am

mfornkahl

(@mfornkahl)

Posts: 132

Estimable Member

Topic starter

Bovie- We were able to get our tickets fixed after my IT manager requested a specific engineer for our tickets. We have found one engineer who is exceptional and quick at addressing our tickets.

Posted : October 5, 2016 9:15 am

Marketing Committee

(@marketing_committee)

Posts: 358

Reputable Member

Great thanks for the update.

Posted : October 5, 2016 9:47 am

[email protected]

(@mbranhamchasebrexton-org)

Posts: 3

New Member

I have the same complaint. I'm not sure what GE's workflow process is if one exists at all. We open tickets via phone and the support portal and several days can pass without GE making any attempt to contact us. I have had to circumnavigate the support chain though our account rep get traction on issues.

Posted : October 7, 2016 6:20 am

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