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Does anyone else run into phone quality issues with communicating with support? On more than one occasion I have had incorrect information put into cases as a result of this. As I scramble to get the B2B and B2C stuff finished for the October 1 deadline I am having to stop and blow another evening and hope this will work tomorrow. Support is closed now and this stuff has to happen after hours but when you get ready to do it and the information is incorrect and you waste another night it is very frustrating. If anyone else has issues and is attending the CHUG conference please let them know. I doubt I am the only one.
Problems with support calls I have encountered:
1. Call quality issues, like a VOIP line without quality of service configured. This is typical of a Skype call over the internet to a person's house. Quality will suffer if your bandwidth is being used by Netflix, Facebook, Youtube, whatever. It could be a small pipe, too. I am guessing that they are pushing Skype use but it is beyond unprofessional when you can't even understand the garbled audio.
2. Speaker phones-Sometimes it seems like the speakerphone is in a very big room, no carpeting, no furniture and the person is across the room talking like 20 feet away. I use a headset because I want both hands to type. My hearing is not as good as it used to be either but the last thing I want is to have the person not eh other end of the phone not be able to understand me. I wish everyone had the same consideration that I do. Some people don't even have the ability to not use the speakerphone which sounds like a laptop microphone with extra echo.
3. Other noises. Loud environments. I won't go into too much detail here but I have heard all kinds of disruptive things over the phone. It doesn't always end up drowning out the call but sometimes it does.
I doubt I am the only one who has run into this. We pay lots of money for support and I don't feel like I am getting my money's worth some day. Some techs re very good, with a headset or even quick to call me on a cell phone which is better if there Internet is bad, but others, well, look at #1,#2, and #3 and you'll have an idea what the problems are.
Athena, PLEASE fix this!
Posted : September 23, 2019 12:36 pm
TNC,
FYI I did send this in to Athena management. They are checking into it.
If anyone else has reports good or bad to share please do.
Posted : September 26, 2019 3:59 am
My recent experiences with Athena Health support hasn't been call quality but lack of communication at all. The last 2 cases I opened (which were in the past 2 weeks), getting communicated with, setting up a webex, getting questions answered, etc, it was completely frustrating and much more difficult and lengthy then it has been in the past.
If I didn't have an issue that I don't know how to resolve I would say forget it and just have the case closed.
Posted : October 11, 2019 5:24 am
