Open Letter to Reckon on Personal Plus Maintenance, Development, Support, Updates

  • 6
  • Question
  • Updated 2 months ago
  • (Edited)
In-depth Customer Satisfaction Survey
of all Users to Identify their Needs and Concerns


It would be helpful if all users were informed of the availability of personnel qualified in software support so that we can have a better understand the level and type of support we can expect from Reckon.

Does Reckon have a software engineer permanently assigned to the development and maintenance of Personal Plus and Reckon Accounts Home and Business?

Is a software engineer accessible to users to investigate and to report back on the way the program handles transactions, calculations and report generation so that errors can be avoided and work-arounds found for software bugs and limitations?

It is notable that Reckon does not issue software updates throughout the year as bugs are identified and corrected.

All software has bugs, flaws, missing features and limitations.

Perhaps Reckon could consider issuing two or three updates during the year as improvements are made and bugs fixed.

Issuing critical updates when needed would also be helpful.

A regular quarterly newsletter to all users providing tips and tutorials on program features and use would be helpful.

Perhaps Reckon could conduct a meaningful in-depth customer satisfaction survey of all Personal Plus and Home and Business users to identify their needs and concerns.

This would be of great benefit to both Reckon and to users and provide evidence based guidance for product maintenance and development. 

The act of undertaking a meaningful survey would itself be a demonstration Reckon cares about its customers.

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Archie

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Posted 2 months ago

  • 6
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Michael Quadrio

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Hi Archie,

Great open letter, but knowing Reckon as I do, don't hold your breath........

Cheers

Michael
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Andrew Christie

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David

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Reckon PP is an end of life product. The only development effort will be to refresh year to year changes to keep it current as far as tax changes etc. in order to deliver a "new" version each year. There will be zero interest in what you detailed. As long as we keep buying upgrades or annual licenses in sufficient numbers to cover costs and make a return they'll keep offering it.

Think of all the times that for whatever reason price updates of stop working and how long it took them to fix it.

22 years since I started to use the product and can't remember any significant product enhancements in that time.
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Archie

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I expect nothing of the software.

I expect nothing of Reckon.

Thus far, all of my expectations have been met.

Can't ask for more than that !!!
(Edited)
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Danny Loypur

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I like your letter but nobody at Reckon listens. The only way is if people walk....to other software
I transfered to Reckon Hosted last year and was sold on the idea that Payroll Premier and desktop are not getting developed, guess what neither is hosted. Hosted payroll lacks some basic features that Premier had. The latest 2019 version we got new tax scales and a back button when doing payroll....big deal. They also sold me on the great support I will get with Hosted, that was a straight out lie. What sort of company stops support during the busy time of the finacial year, well Reckon does, I rang Reckon tech support and the message said sorry we are not taking anymore support questions. That is criminal they are selling a product under false advertising...
Regards
Danny
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Archie

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Hi Danny,

Agreed.

There is an old proverb that says:

"If Reckon sells one bad product there is good reason to believe this will be so for all Reckon products.  If Reckon support for one product is inadequate this will be so for all Reckon products."

I would never buy another Reckon product.  I would never recommend a Reckon product.  Indeed, I would advise everyone against buying a Reckon product.

I may appear a little glib about this, however, as a long term user I have learned not to place trust in the software or in Reckon and I minimise my reliance on the software.

[As background:  I trained in Computer Science at UTS, worked as a software developer with The Commonwealth Department of Health, owned and ran a computer service bureau for eighteen years and continue to work as a data analyst.]

Regards,

Archie
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Danny Loypur

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Hi archie
What software would you use for accounting and payroll? Is MYOB any better?
Danny
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Archie

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Hi Danny,

I'm not able to recommend a particular product.  All I can say is that I employ a bookkeeper to process business transactions in MYOB and to submit BAS.  An MYOB file is sent to my accountant for tax return preparation and submission.  SMSF is handled by a specialist accounting firm.
Personal Plus is used only to track investments for both business and SMSF.

I have had no complaints from my bookkeeper regarding MYOB.

Archie
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John Campbell

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It is worth reviewing the responses by Reckon to questions on this community forum.
My impression is that most support to to RPP user questions is being offered by other users, while the support from Reckon is minimal. There have been few comments from Rav lately ! (not even a response to his thread!!)

I do not see the support offered on the 1900 phone service, but I would expect it is not value for money.

All that Reckon appear to do is update the year stamp on "rpp.exe" and issue invoices, that increase in excess of the CPI index. This appears to be an unjustified increase, given the history of support they provide, which is mainly helping with new authorization codes.
This is basically gouging their existing and loyal client base.

If others can suggest an alternative view, I would be interested in hearing about the possible good work that I am not aware of,

John Campbell
(Edited)