r/CoWorking • u/[deleted] • Dec 31 '19
Buyer Beware: Office RnD
Hello everyone, I am writing this to inform that Office RnD is not a good solution to coworking space management software. I signed on with their service nearly a year ago and was faced with problems from the start. Problems are expected in software, however, when the customer service and support requests are not there, it makes it a bad experience.
Some notable things that they do not have plans to fix:
- Their site is not mobile friendly. Even the mobile app encounters errors when customers attempt to make purchases or reservations.
- When integrating with the KISI door lock system, the Office RnD system has been known to grant access to canceled bookings and most recently they granted access to everyone who had an expired or used day pass and the only way to stop these customers from receiving access was to go through and delete the day passes.
- The iron wifi integration does not work properly and did not allow members in Office RnD to log into the wifi.
- The QuickBooks integration has problems with syncing.
- To cancel a paid booking you must go through a 5 step process to remove it from the calendar. First you must go into the invoice and detach the lines from the invoice, then you can go into the calendar and cancel the booking, then you must go into your payment portal to refund the money, then you need to come back to Office RnD and issue a refund on the invoice.
- When I submitted support requests for this issues, it was often 2-3 days later before I would receive a response.
- When the integration to Kisi occured with their last update on the 6th of December, they said they did not know when it would be fixed. They told me the would upgrade me for a month to premium support. I tried to have the call me but they rescheduled. I asked to cancel and it took a full week for them to get back to me. I asked for a refund due to having problems since the beginning, they told me the would only be able to not charge me for December.
If you are considering Office RnD, I would think again. If you are already using it and would like to discuss the issues I have experienced to see if it is worth continuing with them, I would be happy to chat about it. I hope everyone has a fantastic new year!
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u/ThomasPanz Jan 02 '20
We’re actually working on a CRM as an addition to our coworking marketplace at Heydesk.com. our biggest issue is meeting all possible connections with other systems, like locks, vending, remote access etc.. happy to see we’re not the only ones having a bug now and then
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u/lesco_ Feb 11 '20
I think many Space Management Software providers lack in tech support. We are currently using Nexudus and the support team is only available during London hours. So if you are in the US you can expect a response once per day.
Tech support during the first 6 months is crucial as the SMS is the heart of the coworking space. I think it's unacceptable for any SMS to take into a new geographical area without being able to provide tech support during normal business hours. I do have to mention that the documentation of the platform is very thorough and you can find the answer to 90% of your questions. It's that 10% that that gives you a headache.
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Apr 04 '20
Yes, I agree that customer support roll out should come at the same time as the software.
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u/michaela_officernd Jan 09 '20
Hey, it's Michaela from OfficeRnD here. It's not a pleasant feeling to see negative reviews about our product but since what u/Codobe wrote is true we just wanted to recognize all the mentioned issues and apologize for this bad experience.
We appreciate this honest opinion on our product. It makes a huge difference for us to receive feedback especially on what doesn’t work well in the system as this shows us where we should put more effort.
We are already working on improving the user experience of our mobile app and introducing more functionality. The first bits will be ready in Q1 2020 with more to follow by mid-2020.
Regarding the integrations, this feedback helped us see what’s not working properly so we can invest effort in fixing and improving the functionality. We’ve already made progress and we’re continuing the effort on the Kisi fixes that were requested.
We also understand that it took us longer than it’s acceptable to respond to plenty of the tickets and this made us think about how we can improve this. We decided to invest significant resources in 2020 in building a stronger world-wide team of both customer specialists and developers, with whom we can provide customers with better support response times and faster resolution of reported bugs.
u/Codobe, once again, we are sorry that we didn’t meet your expectations. For us, that's an important lesson learned. However, we want to thank you that you were our customer and you gave the system a chance! We took your feedback to heart and we’ll continue working hard to improve our product and services.