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Has HDUK gone to the dogs recently?

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We've been clients of theirs for around 7 years now and have been really, really happy with their service.  I've recommended them to anyone who I thought it would help.

However, we've noticed over the last 6 months that getting our service calls seen to has been taking longer and longer.

Today takes the cake.  We had an outage on their side at lunch time and were left without access to TaxCalc.  We raised an urgent ticket, called them back 5 times over the afternoon and we didn't even a call back.  At 4:55 they said that no one in their support team had even picked up the ticket.

It doesn't help that now when you call HDUK you no longer get straight through to Tier 1 support, you get to a concierge/receptionist who passes on your details and you just hope and pray that they call you back.

So we're left on this last day of the month with one angry client who we can't file a set of accounts for who will be penalised, which we'll have to cover, and a whole afternoon of work not being able to be done on that piece of software.

We did get a message from them when the ticket was raised that they had high volumes right now because a lot of software houses released updates at the same time, but if they're prioritising software updates over actual outages, there's something wrong in their priorities!

Replies (5)

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ALISK
By atleastisoundknowledgable...
30th Apr 2021 18:16

Glad you’ve posted this - they keep chasing me to get my business! Thinking about it, maybe that’s why they’re not ringing you back.

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Replying to atleastisoundknowledgable...:
By Michael Beaver
30th Apr 2021 18:22

Maybe you’re right!

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RLI
By lionofludesch
30th Apr 2021 18:42

Everyone wants your money.

Few are keen to provide a service.

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By frankfx
01st May 2021 17:04

,,"So we're left on this last day of the month with one angry client who we can't file a set of accounts for who will be penalised, which we'll have to cover, and a whole afternoon of work not being able to be done on that piece of software"

**** Let us know if HD offer a goodwill gesture.

The failure to communicate left you with zero time to implement plan B

Change accounting date , by a day?!

A hack client may have resisted?

But HD must know the consequences of their service failure.
Reputational damage...
For you, not them

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Elliott Chandler Picture
By elliottchandler
03rd May 2021 00:59

Obviously not a great time to have that kind of thing happen. Times change and and so does the way in which technology is delivered. If there was a time to consider how adopting a new approach to an integrated platform then I would say that would be now.

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