HRD: Good software; tech support could be a lot better

[NeedtoKnow2]

In spite of generally liking the program and finding it easier to navigate than dxLabs (although dxLabs has much better and more forgiving technical support), the HRD technical support staff can be snarky and off-putting.

My most recent experience was with a Windows anomaly that occurs ONLY since HRD was installed. For suggesting that issue might be related to HRD, and asking for assistance, I was terminated from the "Official HRD Facebook" site.

Technical support is a significant part of any commercial software and a significant reason for its purchase.

Before my purchase, I did a good amount of research. While I noted HRDs history back to 2016 (not good), I also reviewed current technical assistance help comments which often appeared abrupt. Instead of addressing the issue, they often referred the inquirer to another, less than helpful, source. I purchased the software anyway.

Apparently the original 2016 attitude still prevails, short of the user license being revoked - just the "support" component which I paid for.

Of the scores of programs and apps I've installed and used over the decades, and the dozens of tech support questions I've asked, I have NEVER been cut off for asking a question that tech support did not like. HRD is the first.

So, if you like HRD, pay for the program, but don't expect helpful technical support. Their 2016 attitude still prevails.

 

[W9WSS]

That's too bad that ANY company, whether Ham Radio-related or consumer-use, would take that attitude. Whatever happened to "The Customer is Always Right?" I guess not with specific organizations.

I have heard from several sources that the Amateur Radio flagpole antenna is a really good performer (I don't know which brand), but customer service support is the worst. I don't own a flagpole antenna, but luckily, there is a network of local hams proficiently in its construction and operation.

I would add that Yaesu customer service is one of the best in the business. Their techs provide free support and have bailed me out of several radio issues, one of which was with my FT-991A. Roger is the contact, courteous, and gracious in his customer service. Their repair team recently took care of a blown UHF/VHF PA board at what I would call a reasonable price. The unit was not under warranty, but I had to get it repaired.

 

[KJ4DHF]

HRD is a good program I have been using in over 20 years. There support is very mediocre and they add new features and fix a few bugs. There been a bug that causes mini dumps ongoing for years that has not been fixed.
They are not the only one's that will boot you from a support page. WPSD will give you a quick boot to for asking questions and saying there is a problem with the program.

 

[NeedtoKnow2]

I have observed great support from Log4OM, dxLabs, Win4Icom, etc. and countless other sites, both free and paid. I was shocked at HRDs response. Unacceptable. The owner emailed me after catching wind of the brew haha. I have been reinstated, given an apology and he acknowledged my request to reeducate customer service staff in how to provide exceptional customer service which has eluded them up til now.

 

[AK9R]

I logged on paper until about 2013 (I wasn't very active on HF until then, so logging wasn't a huge priority).

I started my computer logging journey with the paid version of HRD. I wasn't enamored with the UI, but liked the integration. I did run into a problem with the way DM780 worked in RTTY mode. After banging my head against that issue for a while, dropped the HRD suite.

I next tried DX Lab Suite. I was even less enamored with the the UI, but the flexibility and integration was good as was the. Eventually, I got fed up with the antiquated UI and ran into some personality issues with the author, so I dropped DX Lab Suite.

A friend had good things to say about Log4OM, so I gave it a try. I liked the appearance and UI. Functionality and support seemed good. I've stuck with it.

 

[NeedtoKnow2]

The odd thing is I was asking HRD if it might be an HRD issue and then I later posted how it was fixed by another party when I was booted. Short fuse alert.

 

[jazzboypro]

I'm using Log4OM and I'm very satisfied with it. I never had to use their customer support so i can't comment on it.