Compulink Eyecare Advantage

Compulink has always had a reputation for poor customer service. This started with the attitude of the CEO – Link Wilson. He was so bad, that eventually he was not allowed to interact or communicate with customers. This tradition continues to this day.

Link hired a consultant early in this decade to improve customer service and response times. This did work for awhile – but eventually the corporate culture of poor customer service returned and that is where it stands today.

As for myself, I am 15 user user of the compulink product. I spend over $2000.00 a year in support fees to compulink every year. Over the last 15 years this adds up to over $30,000. A significant amount of change in my book.

Last I week I called technical support. I was informed that I was 5 days late with my annual quarterly support payment. I said look back on you ledger and you will see that I have been with your company for 15 years and I have never gone of support. I said the check was in the mail and you should have it another day or two. The support representative said – no matter – I cannot help you. She transferred my call to the customer support manager. I repeated that I was 15 year user and I asked if my $30,000.00 did not allow for a little leeway. He said no and demanded that I pay immediately with a credit card. I hung up on him.

If you are a customer looking for a new software vendor – be warned that you will be dealing with a very difficult company due to the corporate culture set by its founder – Link Wilson.

Read through the other reviews (From the non affiliated reveiwers)and I think you will see that customer support is a weak point for this company.

Also - why are there so many reviews from the advisiory counsel?

I'm sure you've heard the term jack of all trades master of none, not an exact match to the quote but this program has all the possibilities but none are amazing. Don't you think you should work out all the problems of a program before you make it available for sale? This program changes constantly based on consumer complaints, so once you get acclimated to a certain way of doing something, the company changes something because Gleda in Oklahoma doesn't like the way it's done. You might be thinking that I'm talking about the changes that your IT can make, but I'm not, so don't question that portion of my comments. Also, the program is not intuitive in the least especially with insurance. Picking an EHR right now is picking the lesser of two or three evils. In my opinion, make your own or commission some IT guy to make one for you and I'm sure it will run better and smoother. Come on guys, do you think that Microsoft would come out with such a questionable program. It seems as though you pay your IT 8 dollars an hour. Example... I tried to use the newer way to search(which is one of those things that was changed that doesn't make sense to change) and I tried searching by phone number. I tried every way imaginable, even copy and pasting a phone number and it kept saying it couldn't find it. Like is said, not intuitive at all or it would have found something close or spaced the numbers out to how it is supposed to be. Bottom-line, spend your money elsewhere.

Eyecare Softwear is like a fine race car. You can just look at it or drive it 2 times a year, and it will not take much time or energy and it should work all the time. Or you can race it daily, then you need to put time, energy, and passion into it to win the races.

We've had four years experience with this software it hasn't been a painless journey, but no major change in operations ever is. It would have been easy to throw in the towel a couple of times, but our team is grateful that we didn't. Now we benefit from incorporating all of the ideas from staff and doctors, and we love the culture of constant improvement that our organization has developed with the help of our software. We can't imagine looking for charts, manually posting Medicaid checks or writing out Rxs. However, we can imagine being ready for whatever is ahead.

As EHR and practice management software has evolved compulink's system has made it more difficult to manage and increase the profitability of our practice. They talk to us as if we do not have to see patients and have all the time in the world to program the software and work out the glitches. If the switching costs and pain to switch weren't so great we would have switched years ago. We may just have to bite the bullet and switch anyway. Recent updates which we paid them to make have pushed us to the brink. We would love to hear more positive success stories with other systems to make the switch, but we are still looking.