Reckon Limited

Very disappointed…I am a very long term customer having used QUICKEN for many years and then having to upgrade to Reckon Home and Business…every year I get a reminder to renew licence / update programme…I duly paid the fee and tried to get some support to install new version…. 3 people tell me no support on this product WHY? …so you are left to your own devices…what is this uninstall programme and then reinstall? …. And nobody to help you!
Then lo and behold! I find out it is a licence renewal NOT an update! So after the 3rd person I contacted, Ollie, was able to put me on the right track…. Not good enough to say no support on this product to a customer of 20years plus!
Why do you have a call centre in India if all they say is no support?

Update:
Going to start with pointing out clear lies in Reckon's response to the first review.
"I'm really sorry to hear of your recent experience"
"Our teams are very very good at delivering on the high standards they set for themselves"
"We're more than happy to follow up on this and get some contact sorted for you. "
We eventually were contacted and given a case number to follow up on this but the person who called did not want to stay on the phone long enough to hear about the issue and requested I called back.
Called back and again got a staff member who lacks basic knowledge about how the Reckon Premier application works, and I believe most customers I support would have greater technical knowledge than the Reckon staff.
Either the case numbers Reckon provides you are for show and to make them sound like they are working on your issue, or no one there takes notes as I lost another hour and a half repeating everything that had been explained to the last two support staff. I had not been put up to a higher level of support or anyone that was able to do anything more than reading from a script that did not cover the application's fault. I can at least happily report that my client is looking for alternatives to replace Reckon and the 8-10 licences they have.

Old Review:
Outsourcing support to staff with no technical knowledge, staff members need the customer's help when attempting to locate system files created by Reckon. Staff have no clue what SMTP is and do not understand that the mailto feature barely works and will constantly attempt to change you to the mailto feature even when advised and show that it does not function correctly. Staff promise you a callback, where you hope that you will be able to speak with someone that knows how to use the software but I would not recommend holding your relying on this to ever happen. Getting support from Reckon is like playing Russian Roulette, but you have 6 rounds loaded and each one wastes at least an hour of your time. While I have had the occasional issue with MYOB, their support is at least knowledgeable and helpful.

This company does not support long time customers (12+ years) who purchased stand alone software.
The system is set up in such a way, you are forced to upgrade or buy support.

Does not handle CC transactions without an issuing bank, and the sales and after-sales support are uninformed and misinformed. Good thing the company has a 30day trial.

Absolutely terrible experience. I only used there software for the bank reconciliation feature. This feature never worked and after multiple attempts to contact customer service i was meet with silence and automated responses.
Dont waste your money and just use quickbooks.

I was using an older desktop of Quickbooks version quite happily for many years for a business that is in the wind-down phase (I also used QB when we were running hot for 20 years). Suddenly I can't use the software I bought outright any longer because Reckon just cut off the activation process. Sure, you can buy a new version of the online tool for $550+ but I've already paid for my software under the original licence and we're in the wind-down of the business so $500 every year is a ridiculous amount to pay.

Reckon were always a pain to deal with, customer support was a joke for as long back as I can remember but cutting a user off altogether without warning is appalling conduct, highly deceptive and immoral in my view.

If I can't find a way of starting up my Quickbooks then I'll buy another product from another company - even if it costs more.

Seriously guys? An increase of 40% in 2020 on some of your most common features? I have a small business and from January I will have to have to pay 40% more for the Core, DataBank, and Payroll Lite features?

What could stop your clients from thinking that you are not going to increase your rates by 40% every year from now on?

You are letting us know by email with less than 20 working days before the changes take effect. It is far too short notice for a change of this magnitude. I am starting by stop using the Invoices Lite module, and I am starting to look for a new Single Touch Payroll and accounting software provider.

I was using an older desktop of Quickbooks version quite happily for many years for a business that is in the wind-down phase (I also used QB when we were running hot for 20 years). Suddenly I can't use the software I bought outright any longer because Reckon just cut off the activation process. Sure, you can buy a new version of the online tool for $550+ but I've already paid for my software under the original licence and we're in the wind-down of the business so $500 every year is a ridiculous amount to pay.

Reckon were always a pain to deal with, customer support was a joke for as long back as I can remember but cutting a user off altogether without warning is appalling conduct, highly deceptive and immoral in my view.

If I can't find a way of starting up my Quickbooks then I'll buy another product from another company - even if it costs more.

I used to rave about how good Quicken was. Then I used Quickbooks. It was basic, had quite a few flaws, but did the job so long as I didn't have to call customer support.
Now they've launched the big one. If you bought a fully paid for version like I did you used to have the niggling issue of having to call customer service ever few years to re-licence your product. But now they've gone one further. They've turned off the licencing server so that your product will no longer work.
BUT, they can offer you a reduced subscription version for the first year. How good is that!
In my view that's unfair & inappropriate terms & conditions (to which we as users apparently agreed to).
In my opinion, Don't deal with this company, and write to the ACCC. Reckon should either re-instate their licencing server, or better still, do away with the whole licence thing altogether and let purchasers use the product they paid for.

Absolutely terrible experiences, as the IT Consultant of over 100 clients using OnPrem Reckon Accounts 2018, it has now become a requirement to upgrade to office 2016 64bit on RDS servers, no one can export reports to excel as it is greyed out, have been advised for the last 2 weeks that it has been escalated, someone will call me back, ticket notes going missing, no ticket notes at all, multiple promises of getting this issue rectified and lastly, reckon has limited support on terminal servers, if this issue is not rectified within the next week, I will be cancelling the licensing for all 137 clients with over 6000+ seats and moving them to MYOB.

As usual the renewal of the annual subscription fails as Reckon can't be bothered fixing their system.need to call the service centre who don't answer calls 10 minutes before the advertised time.

It has been a difficult time with the new changes to the payroll, Each time I have called for help the guys are terrific. I feel sure they must get frustrated people calling but they handle the situation really very well. Thanks to all the team at Reckon.

There are only 2 levels in life good or bad. No room for anything in between. I felt your guy was good so gave him a 10

Iwas on the phone with Sunil Sharma from Reckon and it took couple of hours but my issue with the STP was sorted thanks to this man determination and patience. Many Thanks:)

I scored you 10 because our issue with STP was resolved in a very professional manner.
The guy in the call center in India is.
Rajesh Kumar Ram
Technical Support Representative
Cheers

The support staff were so amazingly helpful when I was in crisis - resolved my issue so quick and even made sure it was in fact resolved. Customer service as it should be.

I was under a lot of pressure to back up and update my Hosted account. Of course I left it to the last day to do it. I called the tech support team at least 5 times and had conversations with Rav on the Reckon help page.and every interaction I had with a reckon employee was first class and got me through the stress of the upgrade.

Hated being on hold for 45+ minutes before I spoke to a consultant. Boring hold music and loathsome message is almost enough to make you hang up. Guess that is what they want.
Loved that consultant. They were able to explain where I had gone wrong, and worked with me to sort the problem out. Thank you consultant. Only leaving this message because I got an email from
Alex Alexandrou, General Manager – Business Group, Reckon Ltd. Not sure this is what he would have expected though.

Reckon are very good if you ring for technical support.they answer fairly quickly, are very good at explaining the solution to your problem.they program Reckon Accounts Hosting is very slow but easy to use.

As a treasurer of a small bowling club I am not very experienced in the new STP system nor computers. Upon asking for help from Reckon the consultant spent something like 1 hour working me through the process which is now running. He was patient with me and very professional. Can recommend the service. Many thanks to Reckon and to the consultant.