Customer support or not
Hi, I recently had a bad experience with Reckon One support over the phone. Firstly I phoned them late yesterday, their welcome robot sounded fine, yet when I got through to a person, the phone line was terrible. Very spasmodic reception making it very hard to understand. I phoned because due to some re-arrangements of our Reckon one books, I could no longer access GovConnect to lodge STP. I used to have 2 business names to log into. One was for our invoicing, the other was to lodge STP that came from my desktop Reckon. As we are transitioning to it all being on Reckon one, I assumed someone has messed up the access. The lady talked me through places to gain access but nothing worked. So she said she would ring back the next day, I suggested 10am, as she wanted access to my computer.
This morning, the 2nd user suddenly found he was made to use MFA, and it went to my phone, not good, he needed his login to have MFA sent to his phone.
By 11am no phone call. So I phoned, again the same problem with the phone reception, Tried to explain the problems, and asked if they would ring me back because of the poor phone reception. They did not phone back.
After a while, I phoned again. Still a bad line, but perservered. this lasted 36 min. Re the MFA he had no idea and said he would escalate it. Re the Gov.Connect, got nowhere. Every time I tried to explain he would talk over me. He talked about what am I facing, I said the computer. He got the idea the problem was the computer screen, tried to get him off that, it was hard going, he wouldn't shut up long enough. He too, said he had to escalate the MFA issue. Re gov.connect, although at the start of the call, several times I tried to access, but no go. he said to select my profile, which isn't visible from the main Reckon One one. and on he went the same thing over and over.
So remembering something of what the lady the night before said, I looked at the Settings gear wheel, and then Subsciptions & Billing, and then the window changes with a profile icon top right. Then I saw in top left were the two options to select different companies, just like it used to be. And lo and behold, all the STP stuff was there. I tried to tell the Reckon person on the phone, I had found the access, and that someone must have been working on it behind the scenes from yesterday's phone call, and amid his talking over me and me repeating, I finally hung up on him.
So then here I also found settings to change the MFA phone. So re-logged in as my son, and fixed up the MFA. Went back to my login in and my phone no. is unchanged. So all good.
But what an experience, made worse by the bad phone connection. Can't be mine because the automatic welcome speech was fine, not until was passed over to a person did the bad reception start, like bits of words missed, made it hard to follow. The last guy said it was the same for him hearing me. But the missed bits were only like a second of speech dropped out every 5 secs.
I hope they can do something to improve the phone, and the phone answerers.
Thanks, Jean Haavasalu. CPA Accountant.
Comments
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Hi Jean
Thanks for calling this out and I'm sorry to hear your calls through to our support teams wasn't as smooth as they could have been.
Our support teams set some very high standards for themselves which they deliver upon so its disappointing to hear we fell short on this occasion.
I've sent this post over to the leaders in our support team so we can review your calls and look at what we can do better here.
From the sounds of it, the issues themselves seem to now be sorted, albeit it look a while to get there, but can I just confirm if your access to both the accounts and GovConnect is back to normal?
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Thanks Rav, I can log in to Reckon One invoicing ok. And it isn't straightforward finding my way to the GovConnect that works, but I got there, clicking here and there, not sure how I did that now. And then finding my way to the test accounting for Reckon One, again not straighforward. Will have another go later and document each step. It didn't used to be so awkward. So yes, the phone no. for MFA for the other user, I found where to change that, and it works now. And I have now uploaded the Apr/May/Jun STP's successfully. Hoping to fully migrate to the test book within the month.
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Thanks Jean. We're more than happy to take a look and see if we can clean up any complications in the setup of the accounts you have to make things more straightforward and easier.
Sing out if that's something you'd like and I'm more than happy to look at it or perhaps maybe we can do so after your migrations are complete.
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Thanks Rav.
One of the several problems with the first migration, was that employees transactions were also showing in Suppliers Transaction Listings. This, to me, is a major privacy issue, since those with lower clearance have access to everyone's payroll transactions.
I am waiting on Lucas's reply as to whether this is fixable.
Another issue is the number of gen.ledger accounts you use for BAS and Super and Tax. In the desktop version, I have simplified this considerably, and it works. All GST goes into an accumulation a/c. The desktop tax summary reports knows which is from sales and which is from purchases, so when did the BAS, I logged onto the ATO, entered details as required and paid it. That payment went against the GST accumulation account, so just one account was needed. Ditto super and other tax.
Can Reckon One not handle this?Thanks, Jean
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