technical support concerns

Options
Jay Garland
Jay Garland Member Posts: 130 ✭
edited April 2020 in Accounts Hosted
I've got a technical issue with my Bankdata feeds so I called technical support on 1300 756 663 and they asked for my ID and password while they looked into my problem. I expressed my concern about giving out my password and they said that was the only option available. I suggested screen sharing and they said that wasn't an option. I then suggested (not them) that I'd like to change my password if they had access and got them to show me how to do this. I've now given them access to help rectify the problem. This sounds very unprofessional to me. How can I lodge my concerns to RECKON and have them opt for screen sharing instead of requesting people give out their passwords? They have now seen all my bank account data, etc EVERYTHING. I find this very unsettling.

Comments

  • cosmic
    cosmic Reckon Developer Partner Posts: 1,075 ✭✭✭
    edited September 2018
    Options
    YES, fully agree here, RECKON can use Team Viewer or Go  to Meeting and many other options available.


    Cosmic Accounting Group

    Accountants and Tax Agents 22397009

  • Jay Garland
    Jay Garland Member Posts: 130 ✭
    edited January 2017
    Options
    How do you give this feedback to Reckon?
  • Kwikbooks (Professional Partner)
    Kwikbooks (Professional Partner) Member Posts: 824 ✭✭✭
    edited April 2020
    Options
    Also agree, not so much for the security or seeing data, since we all are privy to our clients data just the same as reckon is to yours.  Passwords can be changed and there has to be trust, just as our clients trust us with their bank accounts and data.

    I agree for the fact that if support logs in via  Teamviewer or similar program then they can see what is happening our end, as often  it is not replicated their end.

    It would be faster, and a better learning curve for tech support of what does happen our end, and a learning curve that we can see how/what tech support are doing to be able to learn or troubleshoot next time.
  • Shakir
    Shakir Alumni Posts: 54 ✭
    edited January 2017
    Options
    Hi Jay,

    Thank you for reaching out to us.

    As discussed over the feedback call, the reason rep asked you for your login password was due to the unavailability of remote session at that specific point of time.She wanted to give you a quick solution instead of arranging a call back once Remote Access becomes available.

    However, I do understand your concern regarding sharing your login credentials with us and apologize for the inconvenience. Your feedback has been shared with the team as well.

    Regards

    Shakir Akhtar

  • Kwikbooks (Professional Partner)
    Kwikbooks (Professional Partner) Member Posts: 824 ✭✭✭
    edited January 2017
    Options
    That's your opinion Kevin, not mine, there is no correct answer.

Categories