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Accounting software Company Reckon has had a serious cloud services meltdown with Australian customers left without access to their accounts. Several have been told that Reckon is struggling to access backups of their data.
Customers of Reckon who today announced a 3% increase in
revenues are claiming that a recent upgrade of the Company’s hosted software
platform has resulted in a “major” loss of data.
Phil Kent the CEO of RM Audio Australia claims that he has
spent up to 8 hours on support calls with Reckon after his entire Company’s financial records have “disappeared”.
He claims that Reckon technical support staff told him that
they had the data “but didn’t know which server the data was stored
on” he said.
“The upgrade of the Reckon Business Group platform took
place over the past weekend since the upgrade took place I have been unable to
get access to any of my financial records” he said.
“I have spent hours with their technical support staff
and it appears that they do not know where the backed up data has been
stored”.
The company who has not responded to our calls for further
information does have a technical support message that claims that the Company
is currently experiencing “difficulties” and that technical support
staff are currently addressing the issues.
Another Reckon customer who contacted ChannelNews said
“This is a disaster Reckon have lost my records and their support
operation does not have any answers”.
On social networks Reckon customers vented their anger.
Gary Eckstein @ecksteing
ReckonHQ what’s going on? We pay for your service yet your well-publicised
upgrade doesn’t work #AccountsHosted #Reckon #fail
Katherine Smith @manlywoman Reckon is experiencing what could be called a #fail users
very disgruntled. New system no service. No communication. No customers.
Frank M @frankmathisen @ReckonHQ we’re having issues login on today, and have been
on hold for support for 1 hour!! What’s happening? #AccountsHosted #Reckon
Gary Eckstein @ecksteing@ReckonHQ what’s going on? We pay for your service yet your well-publicised
upgrade doesn’t work #AccountsHosted #Reckon #fail
Earlier today the share listed Company posted revenues of $51.1m
for the half-year ending 30 June 2014, and an 11% increase in EBITDA from
trading for the same period.
In his financial press statement Reckon CEO Clive Rabie said
that In February Reckon officially ended its relationship with U.S. software
provider Intuit and that they launched their new cloud accounting solution,
Reckon One. Rabie claimed that his Company had made a significant investment in
building the online capability of the business.
Shortly after his financial results were announced customer
anger was vented on social network sites with several Reckon customers calling for
answers.
Rabie later issued a statement on his own web site saying
“Over the weekend we rolled out a new version of Reckon Accounts Hosted
service. We had expected through careful planning that the transition to the
updated service would have little impact on customers. However, over the last
two days through community posts and calls through our contact centre I am
aware that many of you have experienced issues with the service”.
“I want to personally apologise for any difficulties
you may have had accessing and/or using the service since the change, and any
problems you may have had contacting our support team”.
He added “Whilst many users have been able to gain
access to the program, there are a number of users being impacted by a specific
system issue that results in their program failing to connect. In some
instances users can connect by trying again, but not always. We are looking at
this as a matter of priority by putting everything behind getting the system
working as it should as soon as possible”.
