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.

 

[NeedtoKnow2]

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.

That's great. I used to have warm feelings toward HRD emails containing new info about customer experiences with the app , like "ok, let's see what's going on with my new favorite radio app!" But now the mention or sight of HRD in the emails - not any more after this sour experience being subject to the insulting and reactionary tendencies of their staff. My visceral reaction is "ughh". That''s a poor lasting impression but a truly first world problem that really matters very little in the scheme of things. More their loss than mine.

 

[NeedtoKnow2]

Well, the "coincidence" occurred again. I was using the digital master part of HRD, then closed it down and opened up an audio source. AGAIN, the audio reverted to mono. I had to do a lot of trial and error in the computer audio settings to get it to return to stereo.

So HRD says there is no way that HRD could cause this issue. I call that BS. And in their hyper-sensitive practice, they booted me from their Facebook page instead of providing me tips about what I might do to keep this from happening - CAUSED BY THEIR SOFTWARE NEGATIVELY INTERACTING WITH MY OPERATING SYSEM. And they LIED when they claimed their software has no sound card settings so it couldn't POSSIBLY be the cause. Riiighht.

 

[NeedtoKnow2]

Just for the heck of it, I inquired via Microsoft AI (Microsoft Co-pilot, free to install).
Here is the question I posted and the answer I received:

Question: I suspect Ham Radio Deluxe software might be triggering this change. Is that a possibility?

Answer: Yes, it's definitely a possibility. Ham Radio Deluxe (HRD) software has advanced audio features and settings that could potentially interfere with your system's audio configuration2. For example, HRD can change audio settings when configuring sound cards for digital modes or remote operations.
To check if HRD is causing the issue, you can try the following steps:

1. Open HRD and check audio settings: Go to the sound card settings within HRD and see if there are any changes or configurations that might affect your system's audio.
2. Disable HRD temporarily: Close HRD and see if your audio settings revert back to stereo. If they do, it's likely HRD is the culprit.
3. Update HRD: Ensure you have the latest version of HRD, as updates often fix bugs and improve compatibility.

1. bing.com 2. support.hamradiodeluxe.com 3. support.hamradiodeluxe.com

Most sources for this answer were from HRD support. They could have provided these potential solutions when I first inquired on their Facebook help site. But they prefer to ban customers.

Here is my initial question posted on Microsoft AI that led to my above follow-up question:

Initial question: What might cause my Windows 10 sound settings to switch to mono from stereo without user intervention?

Response to initial question: There are a few potential reasons why your Windows 10 sound settings might switch to mono from stereo without user intervention:

1. Automatic Updates: Sometimes, Windows updates can change system settings, including audio configurations. If an update resets or alters your sound settings, it might switch to mono.
2. Accessibility Settings: Windows 10 has an accessibility feature called "Mono Audio" designed to help users with hearing difficulties. If this feature is accidentally enabled, it can switch your audio to mono2.
3. Audio Driver Issues: Problems with your audio drivers can also cause unexpected changes in sound settings. Updating or reinstalling your audio drivers might resolve this issue.
4. Third-Party Software: Some third-party applications or utilities might change audio settings without your knowledge. Check if any recently installed software could be affecting your sound settings.
5. Hardware Changes: Connecting or disconnecting audio devices (like headphones or external speakers) can sometimes trigger changes in audio settings.

In my case, number 4., Third-Party Software, is the most likely cause.

PS: AI wars are going to be fun.

 

[curranhennessey]

Thanks for sharing your experience — it echoes some of the concerns I’ve seen raised elsewhere, and I can relate to parts of it myself.

It’s unfortunate that simply questioning whether HRD could be linked to a system issue resulted in removal from the official Facebook group. That seems like a disproportionate response, especially when you’re a paying customer just trying to get help. Even if the software isn’t to blame, shutting down the conversation doesn’t help anyone.

I also agree that technical support is a critical part of any software purchase, especially in a niche like ours. A product can be great, but if the support experience leaves users feeling dismissed or disrespected, it really undermines the overall value.

HRD has some strong features, no doubt, but the attitude around support is something I hope they take seriously moving forward. Listening to users and addressing concerns respectfully shouldn't be optional—it should be part of what we’re paying for.

Thanks again for speaking up. Hopefully posts like yours encourage the team to take a second look at how they engage with the community.

 

[AC9KH]

I generally prefer open-source software where ever possible. With open-source there's more developers looking at the code, support (which is most of the time top-notch) is normally provided by the user community and developers. Open source applications never really die - somebody will fork it, if it's still useful, and continue development even if the original developer(s) eventually drop it.

While I have never used HRD (I run Mac and Linux), open source is the reason I got an Icom radio vs another Flex. The open-source wfview is quite excellent and provides network/remote capability, running on a Pi 5, to the IC-7300.