No response from customer service in 8 days

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It is clear there is no Customer Service at Reckon with no response to any of 4 emails sent over 8 days. This is a complete FAIL by Reckon and is a game changer for me. As a small business owner you have once again managed to completely disempower our business through your updates. Your testing is inadequate. To add insult to the deep wounds of Reckon not functioning properly no one takes responsibility, answers phones or returns emails. There is no support.
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Lorraine

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Posted 2 months ago

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Susan Shaw

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I sympathize with you, very disappointing that there was not adequate testing, I've been using Reckon since early days and feel they're going to lose many customers if they don't gets all the problems fixed asap given they've had years to work on it
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Rav, Community Manager

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Hi Lorraine,
I'm very sorry to hear that, the teams are working through a huge number of email cases at the moment and again I apologise that we haven't got back to you yet.

Can you advise some specific details of the issue you're currently facing? Including any error messages.
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Lorraine

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PROBLEM ISSUES SUMMARY

 1. 10 days ago waited on Technical Support phone for 30 minutes and no answer.  Nine days ago, I waited 1 hour and 35 minutes for call to be answered. Unacceptable as we have only one line coming in to our business. Whilst on hold we do not have a business.

 2. Technical Support advised yesterday there is an option to leave a message for Technical support and they will ring back. There was no message like that on the number I rang. If there was I wouldn’t have wasted 1 1⁄2 hours listening to how great Reckon is at this time of year. Perhaps they forgot to add the option to new message?

 3. The Technician was able to work through half of the print issues, but half left unresolved. The solution was to only use chrome, to wait 24 hours and then to retry the internet explorer. If that didn’t work, I have to reload explorer. If that didn’t work, I could call back.

4. Explorer worked fine until the upgrade. The reason we use Explorer was because Chrome could not cut and paste efficiently. We like to have both working as intermittently both sites have issues.

5. We understood and correctly actioned the Pop up enabling instructions. Our issue is that the PDF writer does not work since the upgrade and simply fades to a NO PRINTING EXPERIENCE.

 6. On Chrome we can only print out some reports. For example, I can print out invoices, but I cannot print out quotes. Additionally on another computer the green printing timer bar goes on forever (like 45 minutes!) and behind it you can see an error window advising no Arial Unicode MS font loaded.

7.  This is the SAME issue we experience when updating our tax tables 2 years ago. We did receive in the end much technical assistance for our hard copy program. The PDF writer issues then could not be solved. Our business had no software for over 6 weeks and backlog to get back on track took THREE MONTHS. The only solution eventually provided was we needed to move to Accounts Hosted/ Cloud based so that this would never happen again. It has.

 8. Nine days ago I sent a summary of issues and request to Customers Service for someone to call me. After four follow ups I finally had those emails acknowledged yesterday. I got an apology and asked if I had actioned the pop up enabling. This was already advised I the first email. Still no call which is my simple request.

Thanks. Hope you can get someone to assist

   
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Rav, Community Manager

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Thanks for getting back to me Lorraine and also for breaking this down with detail.

Firstly, in regard to the wait times I sincerely apologise that we've kept you waiting on a number of occasions when you've called in. Our support teams have certainly been under the pump over the EOFY period and also with the introduction of Single Touch Payroll its been an especially busy period. We knew it was coming and anticipated the additional volume and did our best to combat it with additional staff and extended hours. The teams are doing their best to get through all calls was quickly as possible but also with the high level of care and attention each call requires.

In regard to the callback option, this was indeed available over the last couple of weeks for EOFY but we've opted to switch it off for now in order to prioritise the inbound callers in the queue who are waiting. I'm sorry to hear there was a miscommunication around this in terms of its availability.

In terms of printing, yes there have been some changes now that Accounts Hosted has moved over to a new environment. Ultimately, it will make the printing process more efficient but it does require the initial step of popups being activated in your browser for the Hosted site which, from what you've advised, have already been over and done.

In regard to Chrome and copy & paste, this has been improved with the aforementioned move to the new Hosted environment and can now be achieved directly through the Ctrl+C & Ctrl+V command without the intermediary step of the clipboard.

There shouldn't be any issues printing specific document types from Hosted such as quotes so I'd be keen on understanding what's happening there when you try doing that.

I've had a look and can see that you spoke with one of our senior team leaders today which I hope has resolved any lingering issues that you've had to contend with but I'll wait to hear your confirmation on that.

Look forward to hearing from you

Cheers
Rav
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Lorraine

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Hi Rav. Thanks for the detailed response which shows you have read and understood. You may need to get word out to Customer and Technical Support that the call back feature had been switched off. The senior person who assisted me on Thursday 12th July was able to get Chrome finally printing after changing some fonts  in  templates. He advised that in the upgrade some fonts are no longer supported. Perhaps we missed an advice on this? The non-printing on Internet Explorer was because we had no Acrobat PDF program installed. We used a different PDF writer as recommended by Reckon as Acrobat no longer worked properly after the January upgrade. The Senior assisted in getting the program to start downloading and was to call back 2 hours later to check to see if we were able to print. Still waiting for that follow up call! 

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