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 dont think we should actually have to move to another program. I am going to push this to the limit and get Reckon to give us back the program we purchased not the progrma they secretly changed us over to without our consent.
If we had known about this at the time of the covert change over, then I would have adivsed everyone i know, including past and present clients, to stay with version 2015 for as long as their computer will handle it.
There is no real reason to upgrade if you dont need to. I have some clients still using 7.4 from 2001/2?? on an old laptop because they did not need to change. (I do always suggest an upgrade every few years but some refuse - not my problem if they dont upgrade).
But now, what are our options if we dont upgrade and then need to in a few years.
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John G, Information Support Analyst

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Hello Bernie, Debonair and others, 

Thanks for your comments. 

Reckon Limited announced some time ago, in line with the small business accounting software industry, its preference for a subscription model.  Reckon Accounts Hosted and Reckon One were released on a subscription basis only.  

Reckon Accounts Premier 5 User, and the entry package Reckon Accounts Accounting, were discontinued as a perpetual licence in 2015.  We informed customers at the time of their renewal advising them that the Advantage membership has been discontinued and if they wish to continue to receive product upgrades, updates and technical support then we recommend switching to an annual licence.  Majority of our users that are using Premier 5 user licence, renew year on year and require to be a member of some sort in order to receive the tax tables and legislative changes.

The Advantage membership for Premier 5 user was at the time approx. $1100.  Customers had the choice to either continue using what they were using or to receive upgrades and updates switch to an annual licence. This reduced the cost  for clients and they continued to receive the same benefits. 

Reckon Accounts Premier 2 User (the old Reckon Accounts Pro) and Reckon Accounts Plus are available by Full Version, Upgrade and Annual subscription.  

If you wish to pay only a full version/upgrade price for Premier features then consider reverting to the Reckon Accounts Pro 2 User.  If you have more than 2 users then you will need to purchase another full version.

 

I hope this clarifies the position on our pricing structure. 

 
regards,
John
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DebonAir

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Well John, thank you for explaining. However your explanation here is definitely MORE detail than the email I received about this with our renewal in Jan 2016.
Had this been clearly explained then we would NOT have renewed. We have many other programs inserting into Reckon that this now has a huge impact on our options.
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adrian snaidero

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Whilst it may clarify your pricing structure, is there development path for these "legacy" products when annual fees are still being requested? 


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Andrew

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You can stay my name John instead of continuing to ignore my posts and valid questions.
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DebonAir

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Maybe this subscription might be an option if they dropped the price to $200 per year instead of $900+.
Not getting any support or upgrades for the price we pay, except for the PAYG tax scales.
There is more support on this forum than from Reckon, which is why people come here to ask questions.
Free service for reckon, I reckon they should pay us for our knowledge!!!!
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John G, Information Support Analyst

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Hi Bernie,

Expect a call from one of our Support Reps who'll work with you to resolve your issues.  If there is a better number to call than the one on your customer record please email it to us at community@reckon.com.


regards,
John.
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Bernie

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I haven't received an email from you since 6:29 pm on the 4th May.
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Bernie

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Hi DebonAir,
Thanks for the chat.  I looked back and somehow  don't have 2015 software.  I have 2016 and 2014 and 2013 and further back but no 2015.  I suppose I could go back to 2014 as I don't need or use the Tax tables.
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Rav, Community Manager

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Hi Bernie & Debonair,

I've been advised that a member of our management team from our head office will be in touch with you both directly as soon as possible.

Thanks
Rav
(Edited)
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DebonAir

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Bernie, check to see if you have it in your downloads. Otherwise, text me your email address and I will send you some details.
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Bernie

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DebonAir,
Have checked and  cannot locate it(2015). My email: bernard.chen@bcp-solutions.com.au
Thanks 
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adrian snaidero

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isn't this of interest to the general community - why is it being handled in what seems as an "exclusive" basis? 
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Rav, Community Manager

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Hi Adrian,

All complaints received regardless of their nature or subject are handled with the customer via direct communication. This Community platform isn't the channel suited for that.

Please feel free to get in touch with us if you have concerns related to this thread topic and I will forward.

Thanks
Rav
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DebonAir

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I beg to differ. If it wasn't for this forum and the discussions, we would have not have found out about the subscription change over that happened 2 years ago and it is only now that we have been informed.
Also, there seems to be a lack of communication with Reckon and we find out that it is not an isolated case.  It is ony BECAUSE of these types of discussions that Reckon might find the need to do damage control, which could normally be ignored because the customer does know there are many others with the same problem. When people can talk openly about problems and be aware how many others have the same issue, then there is power in numbers and damage control must be acted upon if a company wishes to continue to have the ongoing loyalty of long term and new customers.
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adrian snaidero

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Txs Debonair

Yr response beat me to the punch
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Bernie

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Yes, It is the community interest to understand what affects them, However, there appears to be misaligned objectives between users and Reckon which is the result of today's problem with Annual subscription and misleading/misrepresentation of discontinuing the Advantage Program.
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Andrew

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Well I'm still waiting on emails from Reckon from 2 years ago. Doubt they'll ever come. Rav can't even respond to me. Such a childish company the way it treats its customers and ignores customer feature (mostly bug fixes) requests year after year!

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