Annual renwal or registration for Reckon Premier.

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We received an email from Reckon support informing us that our annual renewal for product support is about to expire.  It also states that it is now an annual  license registration.  It also states that if we do not renew our data files will be read only.  This sounds like a threat to us.
When we  decided to buy Reckon  way back in  year 2000, the year that GST came into play, the  software was  paid outright  with the purchase.
Has anyone out there used Reckon without upgrading to the latest version and  does anyone expereince their data file unusable (read-only)  because of failure to renew their license?
 We then  paid annual  technical support, and it was never an annual license fee.  But of late, since 2015, the technical support was totally useless.  With each  product upgrade since then, we  continually get error codes messages, such as -6000, -83  or -6176,0  etc and a few others.  Each time I ring  technical support, they were totally unhelpful claiming that because we have the data file  installed on a network server drive such as a QNAP unit,  they "Claim" this is not and never was supported.  We have had  the Reckon software  installed on a network server drive since year 2000 and never had any issues nor any problems with Technical support provide support by the way we have installed the product.  But since 2015 version, technical support  cannot support it  (more like they do not know how to support this) but still  claim to want our technical support fees.  Now with their latest threat  for rendering  data file  read only is totally unacceptable.
Has anyone had the similar experiences?
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Bernie

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Posted 3 years ago

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DebonAir

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I have RA Premier  and am still running version 2015 without any problems.
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Kevin Russell, Accredited Partner

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So am I
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Kevin Russell, Accredited Partner

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Nope. Unless you bought an annual subscription you will still be able to enter data. If you have an annual subscription then you will still be able to get access to the previous data. If you installed the software in an environment that is not supported, its buyer beware.
(Edited)
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Bernie

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We bought  5 user license outright ( boxed version) not annual subscription.  We'll wait and see .  If software becomes  read only , we will migrate to competitor.  I think they have forced our hand here.
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Kevin Russell, Accredited Partner

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Have you called customer service? 1800 732 566. It will be fixed
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DebonAir

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You might find that you need an annual licencse number renewal, this does not necessarily mean that you have to pay for it annually.  Maybe it is just a clever marketing tactic that works.
If you need a new license number annually you can call Reckon for the number, however, we have not had to do this, we also have a 5 user license.
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Bernie

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Okay . We will try one more time and see  how they perform in  helping us.
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Kevin Russell, Accredited Partner

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Deb NOT CORRECT.
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DebonAir

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Kevin, I have also received this notice for my RA, both at home (businesws) and at work. I have never had to call for a new license, except after 5 years on some older versions, and I have never been locked out of the files because I have not upgraded.
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Bernie

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We'll have to see what happens on the day of "Expiration"   That will be the test of the Pudding so to speak.  I have never had any   license problems or license threats before in the past.   But ever since it when from Intuit to Reckon australia,  the customer focus has been  ...(not allowed to say)!  I have written to Pete Sander GM Reckon  Business over a year or two ago and never had a courtesy reply.  It just reflects their  customer commitment I thought.  The error messages still prevail  as it is chronic.  I have found (by myself)a work around.
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Sue Barton

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It happened to me late last year, my files became 'Read only' & I had to pay up to be able to continue using my files. Not too happy it!
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Andrew

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Annual subscription is the way Reckon has moved all products. Its really disgusting, as the R&D going into these products is next to nothing, yet year after year the renewal cost increase.

Reckon Accounts 2017 and POS 2017 are examples of this. The whats new change log is a laugh. Users stopped updating as nothing was changing, so Reckons answer is to lock them in now with annual subscriptions. Stop paying and your software stops working. It was a sneaky change that most users didn't even notice they moved from perpetual licences to subscription licences!

Bernie if you're already on an annual subscription, then you're screwed. It will default back to read only once the licence expires. If you are on a perpetual licence, then you'll be ok as long as you don't 'upgrade' to subscription licences.

Many people here run older versions of the software without issues, as you can see above by two Reckon 'partners' who don't even run the latest and greatest.

The pay scales might be the only major issue for you, but if you don't use payroll, then you'll be ok in that area.
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adrian snaidero

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I am eagerly awaiting the forthcoming release of the product update - as stated in other emails, the lack of enhancements to the mainstay products (i.e. server based) is to say the least disappointing.

We are seeing a strong local media campaign by Quickbooks which is targeting the small user base, larger corporations using products like premier/enterprise are being ignored by the application supplier whilst still reaping annual fees.

Seems to me Reckon products at that level will slowly die on the vine as multi user environments move away to more response solution providers  
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John G, Information Support Analyst

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Hello Bernie, 

Yes, Reckon Accounts Premier switched to subscription only with the 2016 release.  With this switch support has been folded into the subscription price, so Advantage membership is no longer available for Premier.  Under the subscription model when it is not renewed the programme will revert to "Read Only " mode, so you will always be able to refer to your existing information.  Pre 2016 versions will continue to run and they will require a licence refresh every 3 years.

We do not officially support installations on a NAS - as the programme needs to be installed on a root directory of a PC running a Windows operating system.  You can still have the datafile on the NAS, but your network must be configured to a "peer-to-peer" type network rather than a "client-server" network.  Reckon Accounts will need to access the datafile through an "Alternate Setup" mode.  Call technical support for help here.

The NAS may be the source of your constant -6000,-83; -6176,0 errors and proper configuration may eliminate them.  See our KBs on these errors:  KB404 and KB3878 for other factors to consider to bring an improvement to performance.


 regards,

John

 
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Bernie

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This the the biggest disaster news of the year for us.  How come  we are being forced from perpetual license to annual subscription license?  This is serious unfair practices and will be raised with both the Consumer affairs Victoria and also the ACCC.  Due to current economic climate, this is not an expense we can afford and if anything not going reward unfair commercial practices.
How can I revert to 2015 to avoid this?  If I cannot and as Andrew puts it that I am screwed,  the only money that I will be spending is certainly not with Reckon but with an alternative.  Hope Reckon can revert this problem, otherwise it will be quite clear what the outcome will be.
the NAS and the alternative set up has been done  but the error codes still persist chronically and reckon Tech support  haven't been able to help.  this has been since  I upgraded to version 2015.
So in Summary Reckon really have a p[roper solution accept, please pay annually for  a sub performing product.
(Edited)
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Andrew

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How come  we are being forced from perpetual license to annual subscription license? 
IMHO Users stopped upgrading as Reckon stopped spending money on R&D for this product range. There just is little 'value' in upgrading. Just look at whats new for each new release in the last 4 years (or lack of whats new!). 

This resulted in a drop of income, so Reckon is trying to "right the ship" and keep income flowing in the doors, to keep the share market happy and pay the bills. So lock the existing users in subscription based licences.
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DebonAir

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I have not yet been able to upgrade to RA 2016 or 2017 due to other programs linking not yet updated, technical issues.
If this is correct that RA is subscription only from 2016 onwards then I will seriously be considering other options. When and how did this happen? I don't recall being advised at all.
I am certainly not very happy about this news at all, understatement of the year.
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Bernie

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With that news, DebonAir,  you'll know what your choices will be.  I was so SORRY that I  migrated  from 2015 to 2016.  I only did it because I  thought that the upgrade would fix my error code issues, but it turned out it did nothing of that sort and  added to my problems.  How I want badly conned!
(Edited)
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DebonAir

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I am really peeved about this news, unbelievable.
I have been using this program since 1998 and with every client that used MYOB or others I managed to convince them to convert to QuickBooks or RA now, becasue this is alround so much better.  I certainly WILL NOT  be doing this ever again.  I will not tolerate this, don't know how I missed the formal notifications saying this was happening or I would have had many words to say about this and to consumer affairs too.
We are paying $900 per year for nothing!!!
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Andrew

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My client has been on subscription-based licences for a few years now DebonAir, all up $1500/yr as they need RA Ent.  You might understand some of my frustrations now with Reckon for yearly payments and no R&D!

BTW you couldn't miss the formal notification if there was never a formal notification!
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DebonAir

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I  will be spending time today going over every single email and letter from Reckon and the process of changing our full version to a subscription notice had better be very loud and very clear. Obviously it wasn't or I would not have missed it. I also have a client on Enterprise, no way am I going to let this dog lie.
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You'll have a case for ACCC if you had been moved without notice. For my client, they had been held over a barrel to move.

RA Ent was subscription based, so had to upgrade each year, which meant they had to upgrade POS to 'work with the new RA version installed'. As POS is now only subscription based, they HAD to move to that, otherwise, the entire show would stop. Fancy that.

Be interesting to see if you find any formal notifications from Reckon about this move or it just 'happened'.
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Bernie

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Anyone  out there  know how to uninstall upgrades?
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Andrew

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Its not as a simple as that, as Reckon makes it hard, once you 'upgrade' the data file, you can't go back to an older version easily.

You can go back, but that means a new data file, and you have to export everything out of the newer version data file before you uninstall and import it back in etc. Messy as.
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DebonAir

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You cannot take your data back to older versions, once it is upgraded it is done.
The only option you have to back to older versions is to reinstall the program and restore your data from an old backup. but that would require you re-enter all the work done since then. Not good.
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Bernie

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Yes, that was what I feared.  I have  two years of data since 2015.  The extra time to do this is  probably better spent in learning and  migrating to competitor's product. unless by some miracle Reckon offers a solutions ( little hope here).
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Andrew

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Most competitor's, just like Reckon, offer a free 'import' service from a competitors product. So its not super hard to move platforms!
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Sue Barton

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Damn, I was hoping I could roll back to 2015 version easily.
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DebonAir

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I would like to know why this is news to use JUST NOW!!!!!
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Bernie

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I only caught on to this one  by the fact that they sent us an email saying that   our renewal was due and if we do not  our data file will be read only.   Before as I recall  that  ity was to say our  technical support was due for renewal.  What a CON!
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DebonAir

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I did notice that too but didn't think too much of it as I know we don't use the subscription version.
I WILL be complaining to Reckon and to Office of Fair Trading. I will not tolerate this at all.
We have invested 17 years or more into this company and to be let down now in this manner is the worst thing they could have done. I cannot tell you how insensed I am about this.
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DebonAir

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Lucky for me we are still on version 2015 but we have paid for 2016 and 2017 and not installed yet. I will be cancelling the "subscription" from this point on and will be getting out programmers working on the attachment programs to carry on their other upgrades with this current version, I can keep manually doing the tax on wages, that is the only thing that seems to have changed in many many years.
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DebonAir

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RAV, where are you today? Please explain how this happened without the public and users being properly informed?????
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Andrew

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RAV seems to be away this week, but they won't respond anyhow DebonAir. Rekcon will do its standard playback response and ignore the issue, hoping it will blow over.

John G is replying to other topics, so his around and just ignoring this thread.
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DebonAir

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This is NOT going to blow over, not at all, it is just the beginning.
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John G, Information Support Analyst

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Hi DebonAir,

Rav will be back from holidays on Monday the 8th.

regards,
John.
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adrian snaidero

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Recently we had the product manager (newly appointed) come onto the forum and broadly espouse the direction/focus of development


Perhaps we give him the opportunity to make another contribution in light of the adverse comments on this public forum - not just on the emerging technologies ie cloud  but also for their main stay products - details and not just mother hoods please

Given the pending 2017 release (ie tax scale changes) nice to hear if anything else is included – if not I take it these are dead end solutions in terms of enhancements  

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Andrew

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It was good lip service post from Jason Hollis. He talked a big game, but so far nothing seems to have changed.

RA2016 was heavily criticised by me for its shocking 'webmail' client release in RA2016, a year later they released RA2017 and we got no new changes but it brought in a 'bug' that now randomly emails one payslip to all employees when doing a pay run!

We still haven't heard when/if a fix is coming for this. At the moment Reckon just advises to go back to using Outlook!

Bit like Reckon Personal Plus and its downloading of share price updates. Year after year we see the same thing, its broken all the time. Now they tell users not to use the one step update button!? About time to spend some R&D on fixing it.
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DebonAir

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These kinds of problems in security certainly need to be fixed ASAP.
Looks like they are shooting themselves in the foot, and the knee and more.
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Andrew

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Yes the payslip issue is a MAJOR security concern. I asked in the announcement thread here when a fix would be coming. No one bothered to reply.

https://community.reckon.com/reckon/topics/important-notice-webmail-batch-payslips-reckon-accounts-2...
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DebonAir

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This is the email notification that this was changing over to subscription - it is NOT SUFFICIENT and not clear and I was duped. When I clicked on the pay now option it automatically transferred us to the subsription.
I am not happy aobut this, this is not formal notification or clear choice. We are DONE!!! OMG. I have just put friends onto the new program too. OMG.
How could Reckon do this to people? All trust has just gone out the door, 18 years DOWN THE DRAIN.
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Andrew

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I wouldn't hold your breath about getting a response from Reckon, they won't reverse the changes, Bernie. As I said, they bragged about the 'change' to the subscription model in the shareholder report as a way of securing income for the future. 

The best path will be for everyone to lodge complaints with the government bodies regarding unfair changes to existing users and if these changes had been legal under the lack of 'information' provided to users at the time. Seem to fall under bait and switch maybe?
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DebonAir

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Agree, but the first step is that we must contact the supplier, Reckon, for a response. If none is received at least we have proof we tried and they did not respond or the response recieved was not good enough.
Income for the future. This is a sure way to destroy customer loyalty and lose  income along the way. Time to switch banks I think.
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Andrew

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Yes true, you must contact them for a response before lodging a complaint. Lets see if they reply.
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Bernie

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Have done that!
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DebonAir

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me too, 3 different emails, no reply yet.
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Bernie

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It appears that some of you service clients and have experience with other accounting platforms other than Reckon.  I am stuck at the moment with Reckon Premier. 
What are the comparable competitive alternative to this Reckon Premier? 
Any suggestion from  your experiences please?.  I have been told  MYOB is much better than Reckon.  While Zero is  cloud based and  will be stuck with annual subscription.  It is  low cost if running single simple business.  we are a medium,enterprise and Zero appears at present too low in features.  It may suit the florist or coffee shop type business.  Also if I had two or three business set up  its  each business per license in a subscription like Zero, these does not end up any cheaper than full  box version license (perpetual).  We seriously need to  flee from the ransom grabbing Reckon.
Would gratefully appreciate other users recommendations, experiences and ideas.
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Kevin Russell, Accredited Partner

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Bernie, call me. 0407744914
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Andrew

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haha Kevin, noticed you hadn't responded on this topic today. But swooped in for a 'sale'!
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DebonAir

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Maybe Kevin knew about this, he is a registered partner.
I stopped being a partner way back in 2002/3 due to the lack of support the company was providing the partners, it was not worth my money, but I still supported the program with my whole heart.
Until today.
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Andrew

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As a partner, you have little impact from this change as part of your 'yearly fees' paid to Reckon you get access to the Reckon product suite.

So unlike 'customers', Kevin has very little skin in this change. 
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Kevin Russell, Accredited Partner

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Andrew I will decide how much skin I have in the game
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DebonAir

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IMO MYOB would be next best, but I dont think it is as good as RA, never has been. It has some good points but for inexperienced bookkeepers RA was so much better to use.
I would not go beyond MYOB to other options as they are far too expensive for the needs of most small to medium buisnesses, unless they need something special on top of the standard programs.
What kind of buisness do you have, maybe others have some suggestions for you to change over.
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Kevin Russell, Accredited Partner

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Deb well I disagree. Call me if you wish to discuss. You have my number
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DebonAir

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Thanks Kevin, but I think this is a call for Bernie to make. :-)
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Kevin Russell, Accredited Partner

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Then why offer your opinion?
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DebonAir

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No, I meant that the phone call to you was for Bernie to make to discuss his options, that is why I didnt call you. I have already made my decision on future options, but have just found out I mgiht be moving to France to live so this choice about RA or not will be pointless in a few months time, for me anyway.
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Bernie

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We are a consulting service business and don't have any POS or EFTPOS type transactions.  Will also not be wanting to use payroll in it as it is just too complicated.   Moving away from having  employees in the system except for owners/director.  Employee liability too costly for our type of business. Have our own  in house developed software for that and has worked very well for us without  license fees for many years.   Just use only sub contractors these days.  Our businesses are too cyclic.  it  is usually feast or famine.  So accounting/booking software annual subscription at $900 per year is an expensive overhead.

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