MyVisionExpress Software

[HarryChiling]

Product: Dispensary Software
Vendor: http://www.myvisionexpress.com
Category: Software
Reviewer: Harry Chiling

Ratings:
Quality:
Ease of use:
Customer service of the manufacturer or distributor:
Value:
Overall:

Review:
The my vision express software works as described and has many advantages. The software does not lock up if software support is not purchased which allows offices to do business as usual even with an older version. Has an exam module that integrates well, although the user interface on the exam module is a bit cumbersome an unorganized. Phone support and issues for the most part have been easily dealt with and resolved, in one case the company even had a new release to their software to address an issue that our office was having. [strike]Their was one issue that not only went unresolved but the company was down right confrontational about which is the reasoning behind the 1 star for customer service, even after offering a comprimise and a solution on multiple occasions the company had no interest in resolving the issue.[/strike]


Would you purchase this product or other products from this company based on your experience with this product?:
Yes [strike]and No[/strike], the software performs all of the functions necessary with purchased additional modules, more than adequately. [strike]The sales staff leaves much to be desired.[/strike]

PS - Turns out that the module was not anticipated to cost additional dollars on their part, however since a third party application was integrated their was an additional cost that was associated with the module due to that, it was never explained this way in the past so I changed my rateing to reflect a miscommunication rather than an ommision in features. I can't fault a company for a sound business decision, also my dealings with one of their sales managers was at first unpleasant, however again it was due to a miscommunication and ultimately I respect the guy more for being passionate about his companies product.

I have no financial interest in the company who makes and/or distributes the product I am reviewing or in any of their competitors.

[Refractingoptician.com]

Harry:
Is there a program that you like better ?

[Johns]

Harry, I think I could have written that review.

The software is actually pretty good. There aren't a lot of bells and whistles, and it runs pretty smoothly. Anything that I would mention about the software that we don't like would be nitpicking, as we have no problems with it.
The updates were good, but the service contract was expensive, and after a few years, we realized that the only support we ever used was to fix glitches in their updates.


I could give more than a few examples of how they are really missing the boat in the customer service dept. and they seem to always be waiting with a "gotcha"!

[Johns]

Oh, and in case anyone is wondering as to whether I really like the software,
I just bought added it (MVE) to another store, and plan to buy another in February.

The bottom line is that the product is decent enough that customer service isn't really necessary for us anymore.

Love the product, not the service.

[YrahG]

Love the product, not the service.

We use the software in our office and I would agree, the software is great but the staff is a bit rough around the colar.

[Johns]

On the plus side, they are Optiboard GOLD supporters!:cheers:

And hey, if I were MVE, I'd much rather get reviews like the above, than to hear that the service is wonderful, but the product stinks.

Service is relatively easy to fix, but it's got to start at the top.;)

[colleen26]

Whew!

I just purchased this software after much deliberation. I am currently running the now defunct RLISys (hated it). Worst customer service ever. I can't wait to receive the package and get it all up and running.

[Johns]

I just purchased this software after much deliberation. I am currently running the now defunct RLISys (hated it). Worst customer service ever. I can't wait to receive the package and get it all up and running.

When you say worst customer service ever, you're referring to RLISys, right?

MVE is not the worst, but I think that because the software works so well, we all expect the same of their service.

[colleen26]

the worst

No I definetly meant that RLISys is the worst!!!!

[HarryChiling]

Harry:
Is there a program that you like better ?

No because at the end of the day it all boils down to business and it would be a sound business decision to purchase software that works and is updated regularly to reflect the changes in our industry. My rating has been updated to show a change after commicateing further with the company, my lower CS rating was due to a miscommunication, which in the end was a sound business decision on the software companies end.

[Johns]

PS - Turns out that the module was not anticipated to cost additional dollars on their part, however since a third party application was integrated their was an additional cost that was associated with the module due to that, it was never explained this way in the past so I changed my rateing to reflect a miscommunication rather than an ommision in features. I can't fault a company for a sound business decision, also my dealings with one of their sales managers was at first unpleasant, however again it was due to a miscommunication and ultimately I respect the guy more for being passionate about his companies product.

I've been biting my tongue through this whole review, but like I said in the first post, "I could have written this!!"

The problems that we had, and many others (may) have had, must have been due, in large part, to this same rep.

Poor communication? Yes, on the original rep's side, and then, because the issue never came up for a number of years, MVE had no idea that we were misinformed as to what was actually purchased.

In our case, the rep told us that the exam portion was all-inclusive, and not an extra module. We were under the impression that any advancement in the exam portion was included in the original purchase.

One day, out of the blue, we are locked out of the program! We worked it out, and because the new rep was not aware of what had been said to us previously, we both had to start at square one, and work it out. Emotions ran VERY high on both sides, as I was out of town, and my offices could not perform even the simplest function. It was worked out over the course of 9 hours, and we moved on.

Looking at their website today, it is very self-explanatory, and spells everything out very clearly. If I were a software buyer today (which I recently was), I would have no confusion in what I was purchasing, nor what the cost of my purchase would be.

When I talk about customer service, I am referring to the incident I described above. I have never needed any other customer service, and my IT guy that deals with them has no complaints. Lately, I have been dealing with a young lady named (V) that has been nothing but pleasant, and always responsive.

No, I have not been in contact with My Vision Express since I first posted here, nor do I expect to be. After seeing what Harry posted, I realized that this initial bad experience I had with the company, may have happened to others, and may have been isolated to that one rep.

Not only do I use the system in all my offices, I have recommended it to several other practitioners, and will continue to do so.












(If I might nit-pick one little bit though...I wish they'd do something with the on-hold/transfer music? OMG!! I was never on hold for long, but when that lyric-less ditty comes on, I want to jump out of the window!!)

[Refractingoptician.com]

One day, out of the blue, we are locked out of the program!

According to the web site , I did not think you could be locked out , is there something that I am missing ?

[Johns]

According to the web site , I did not think you could be locked out , is there something that I am missing ?

The original rep told us that there was an exam portion included, but at the time, you could only scan the info in, and create templates. He said that as the updates came out, the exam feature would be enhanced.

Fast forward 2 years later, we were networked, but only one office using the exam feature. Turns out it was a demo, and when the limit hit, we couldn't access our patient base.

That's when we found out the exam module was seperate.

[cthompson]

Myvisionexpress Complaint

Harry,

We purchased Myvisionexpress over a year ago and have had difficulties from the beginning. The support staff has been very helpful but the product just doesn't live up to it's claims and the programming seems shoddy at best. We've invested over $20K in hardware and software into this product not to mention the thousands of dollars in staff time to get it actually working so obviously we're more than concerned with the overall product.

Here's our worst case example (there are many others but I don't want this to come off as a rant). We purchased their "Quickbooks Interface" only to learn that it really doesn't interface. It allows you to select refunds as a type of transaction but the values aren't transferred. You also need to manually open and run the product to transfer daily sales figures. This is not what we were told or expected. If it worked properly is would be transferring 8 numbers daily. I can certainly pay staff to enter those number instead of opening MVE to run a process that as it turns out doesn't transfer all the possible data. When we requested a refund we were told "All Sales Are Final" and pretty much too bad. I requested to speak with someone higher up and the owner himself called me to tell me to purchase something else which was a pretty big surprise. I doubt any of us would survive if we told our patients this.

I would strongly recommend that you look elsewhere for a product. I'd hate for anyone to spend the kind of money we have and see them in a similar position. If you have any questions please email me at christopherthomspon@verizon.net and I'd be happy to go into more detail.

[myvisionexpress]

Thank you, Cthompson for your feedback. We value our customers and hope that you would contact us directly to resolve your issues. We take pride in helping Eye Care professionals accelerate their practices with complex demands of software integrations while maintaining a high level of customer satisfaction.

Insight Software, LLC
My Vision Express
877-882-7456