HKT Products review for Xero Integrator by CarryTheOne
Jan. 25, 2021
When the app works its fine, however we have had the same problem happen over and over again. It immediately suspends the integration from working. I have contacted support via their contact us section, via email, pretty much everything short of smoke signals in the past. At no point have they got back in touch, explained what is happening, or how to avoid it. Were currently offline again for almost a week. No response from support.
Every one of the client's emails was responded to. It appears there was a problem with email deliverability although the client's email server did not bounce the emails in the usual way. Contact was eventually made via the contact form on the client's website. Regrettably the client does not believe that these replies were sent and still believes they were simply ignored. Customer support has indeed experienced problems in the past with replies made later than the target period, but a great effort has been made to improve response times, which is why it is especially sad to see this review. For the record, the problem concerned a recurrent temporary error at Xero's end. The integration has since been improved to handle this temporary error seamlessly.
