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  • Updated 1 year ago
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Rude Support call person.

As a reckon professional partner I rang today to solve why i can't log into my customers account.

I was spoken to as if i was trying to hack someones information!  I was spoken over and when I asked if she would just answer my question on why i have a black sceen she did every thing else but answer my question.  I idenitifed myself as a CA and professional partner buy apparently that is not worth the fee i pay to access my cient's info.

I now need to charge someone for 45 mins of wasted time on Reckon.  Next time i will reccommend something with friendly staff!
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Kerry Rennie

  • 70 Points

Posted 1 year ago

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Rav, Community Manager

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Hi there Kerry,

Thanks for bringing this to our attention and I'm very sorry to hear your experience wasn't to the level we usually pride ourselves on.

Let me make some inquiries around your call experience with the support team and see what went wrong here.
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Rav, Community Manager

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Hi Kerry,

Just to add further, a member of the dedicated Partner Support team will be in touch shortly to have a chat to discuss and provide assistance with the technical issue and ensure we get this resolved for you.

We've also reviewed the call experience and have provided feedback to the teams involved, there were certainly a few areas where we fell short of the standards we set for ourselves and we'll be looking to make improvements from it.
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Mavis Bramston

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I have also had a less than satisfactory experience when phoning Reckon Support for advice with a bank feed setup that had not been working. I have found Reckon phone support to be nothing short of inadequate, with condescending and dismissive attitude the consistent response.

For the high fee we pay annually, "professional"or small business owners (who are also professionals in their fields) deserve good, old fashioned customer service. In my experience of twenty five years using Quickbooks and Reckon products, not once have I had a satisfactory response from support by phone. My knowledge and understanding of my package comes from (expensive) advice from my accountant and Internet forums and search engines. The wider Reckon community does a far better job of providing support for Reckon products than Reckon staff do.

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