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This is Michael, CEO of drchrono. It's definitely a rude awakening to wake up to see a post on top of Hacker News from an angry customer. I've reached out to

This is Michael, CEO of drchrono. It's definitely a rude awakening to wake up to see a post on top of Hacker News from an angry customer. I've reached out to Dr. Dal to have a phone call today to see how we can resolve his issues. Me and my staff have attempted to have a phone call with him for the past several weeks to address his issues. Rather than try to dig into the issues he brought up publicly, we'll do our best to contact him directly and resolve the issues he has.

arethuza 13y ago
Now you've just established the fact that HN is a good place to raise problems with YC companies. :-)
- jacquesm 13y ago
  It even works for Google, why wouldn't it work for YC companies?
- jcutrell 13y ago
  It's effective this time. It wouldn't be effective if it became a complaint board. Very glad to see that the CEO cares enough to comment, though. Good faith there, even if the op was "against the rules".
- rch 13y ago
  My impression is that this forum provides some extraordinary benefits to YC companies. It's only natural that it would introduce a few risks as well. One would hope that moderation will be just enough to keep HN from becoming a catch-all support site, without stifling the conversation altogether.
axeny 13y ago
This is how the first thread should have been resolved. Great answer and I really hope both sides benefit from the following conversations.
- LanceH 13y ago
  Which is also a reason the thread should have been killed. If posting here works for customer service, this turns into a different kind of forum.
  - joshdotsmith 13y ago
    If "customer service" needs to be elevated to this level, something is severely wrong.
- jonny_eh 13y ago
  I'm assuming DrChrono is in PST. The previous thread may have been killed before the CEO even woke up.
rahimnathwani 13y ago
Have you sent him a copy of all of his data? That may go a long way toward reducing/eliminating the risk to his business whilst you reach out. Your note here suggests you may not have spoken with him yet, and may not even have a confirmed time for a phone call.
atourgates 13y ago
Hey Michael, This is tangentially related, but one of Dr. Dal's complaints was about raising your pricing for billing services. He made it sound like these were a fixed fee, which would be unusual for the medical billing service industry. Nearly every medical billing service I've seen charges a percentage of collections, and I've seen them range between 4% and 10%. It's a model that seems to work well from the perspective of a provider, since the billing service is financially incentivized to collect more. Have you decided on a different pricing model for drchrono, and if so, what made you decide to deviate from the norm?

arethuza 13y ago

Now you've just established the fact that HN is a good place to raise problems with YC companies. :-)

jacquesm 13y ago
It even works for Google, why wouldn't it work for YC companies?
jcutrell 13y ago
It's effective this time. It wouldn't be effective if it became a complaint board. Very glad to see that the CEO cares enough to comment, though. Good faith there, even if the op was "against the rules".
rch 13y ago
My impression is that this forum provides some extraordinary benefits to YC companies. It's only natural that it would introduce a few risks as well. One would hope that moderation will be just enough to keep HN from becoming a catch-all support site, without stifling the conversation altogether.

axeny 13y ago

This is how the first thread should have been resolved. Great answer and I really hope both sides benefit from the following conversations.

LanceH 13y ago
Which is also a reason the thread should have been killed. If posting here works for customer service, this turns into a different kind of forum.
- joshdotsmith 13y ago
  If "customer service" needs to be elevated to this level, something is severely wrong.
jonny_eh 13y ago
I'm assuming DrChrono is in PST. The previous thread may have been killed before the CEO even woke up.

rahimnathwani 13y ago

Have you sent him a copy of all of his data? That may go a long way toward reducing/eliminating the risk to his business whilst you reach out. Your note here suggests you may not have spoken with him yet, and may not even have a confirmed time for a phone call.

atourgates 13y ago

Hey Michael, This is tangentially related, but one of Dr. Dal's complaints was about raising your pricing for billing services. He made it sound like these were a fixed fee, which would be unusual for the medical billing service industry. Nearly every medical billing service I've seen charges a percentage of collections, and I've seen them range between 4% and 10%. It's a model that seems to work well from the perspective of a provider, since the billing service is financially incentivized to collect more. Have you decided on a different pricing model for drchrono, and if so, what made you decide to deviate from the norm?