Back in 2010, I was getting back into amateur radio. I wanted to do more with hobby other than hanging out on the local repeaters. I wanted to communicate with the world. Until then I never made a true “DX” contact. I’ve upgraded my license and soon as I made my first DX contact, I was hooked. It was easier than I thought, I was working the world on a simple doublet antenna.
The DX contacts started rolling in. I was having fun until I got my first QSL card. “Oh no! What now?” I thought. Did I make contact with the person? Their callsign sounds familiar. From then on I knew I had to log my contacts. There must be some kind of software that will help me out. Of course I found many types of software but this one piece of software was glaring out from the rest. It was Ham Radio Deluxe (HRD).
At the time HRD was being developed by Simon Brown. He did a very excellent Job with the software and had it easily hooked up to my FT-857D and was logging contacts with it in no time. I then notice Digital Master 780 (DM780) and it opened my eyes up to the world of digital communications. I purchased a soundcard interface and was tearing up PSK, RTTY, FELD HELL and all sorts of other modes. I was now more on digital than compared to SSB with thanks to HRD.
Fast forward a few years and I noticed that Simon’s attention started drifting elsewhere. He is now working on SDR-Radio. Ham Radio Deluxe wasn’t getting as many upgrades as before. I honestly thought HRD was going to be a lost and forgotten project. Word through the grapevine was that a group of hams got together and would purchase the software from Simon and continue where Simon left off.
I was looking forward to see what the new version 6 would have to offer. I’ve had some issues with the software randomly shutting down. Since I wasn’t paying for it, I didn’t mind. I was hoping the new crew would fix the issues and the software would improve.
Sometime later version 6 came out. I was excited until I went to the new website and saw the $100 price tag for a lifetime license of that revision. Thankfully they released a trial version and I gave it a go. I’ve noticed some changes but nothing that really stuck out that was wanting me to pay for it. The other thing that turned me off is that after the first year, if you wanted to continue with support or receive updates, it would cost an additional $50 annually. Just not sure if it’s worth it.
Let me just state that this has nothing to do with being a “cheap” ham. I don’t mind shelling out the money knowing that I am getting a quality product that lasts. This has more to do with having a free product that does almost the exact same thing compared to the paid version of the same product. At this point I decided it wasn’t worth the money and I’ve decided to switch to DXlabs suite. I would periodically check back to see if there were any major improvements that would make me want to purchase HRD. However there wasn’t. Awards tracking seem to improve but since my trial expired, I couldn’t confirm it.
For the record, I LOVED HRD. Their DM780 program is what got me into PSK and since I’ve switched to DXlabs, I haven’t been able to comfortably do digital modes using Winwarbler. It’s not the same. I couldn’t get myself used to it. I wanted to use HRD. I would constantly read the reviews over at eham and I would pay attention to their press releases over at QRZ.com to see if there was something that would attract my wallet. There were rumors of adding JT modes to DM780 so that really got me looking into it.
As I’ve looked into reviews and postings on forums, I’ve noticed that support from HRD is questionable. Sometimes they give excellent service, sometimes they give horrible service. I always take reviews from hams with a grain of salt. I understand that some people don’t bother to read the manual, some are lazy and some are flat out incompetent. There are some people who take the term “The Customer Is Always Right” out of context and demand way too much. With a piece of software that has to support so many different pieces of hardware, it will be impossible to please everyone.
Recently there was a review on eham.net from N2SUB about HRD, He gave it 1/5 and offered in great detail about his issues and he even gave them a tip on how to make it better. It wasn’t one of those cranky “this sucks” type of review because the reviewer couldn’t instantly get it to work and is too good to read the manual or search for similar issue. It was a legit review.
In the background a much bigger story was unfolding. N2SUB reached out to HRD support to figure out what was going on and how to fix it. According to the support ticket, HRD instructed him to download the latest version. Soon as the user installed the new version and started it, it quickly shut down. When he asked HRD support about it, they responded that his support was expired and they requested that he doesn’t renew support because of the review on eham. HRD then referenced section 8 of their EULA that states “We reserve the right to refuse service and disable a customer’s key at any time for any reason”. They also stated in order to have access to the software, he would need to remove the negative review from eham.
What HRD just did was extortion, N2SUB (Jim) paid for the software and now he can’t use it at all until he removes his review from eham.net. In some countries this is flat out illegal. Just recently, US president Obama signed the “Customer Review Fairness Act” into law which basically forbids what HRD just did.
Jim posted his experience on the QRZ.com forums. So far it was just hearsay until he posted his support ticket for all to see. Over on Twitter.com, @textfiles (Jason Scott) who is a well known internet archivist, questioned HRD about the support ticket. HRD replied that the ticket is “copywrited” and shouldn’t be posted and will be looking into alleged libel issue.
It appears HRD is doubling down in attempts to remove and/or coverup what happened. According to Jim, Rich Rhul (W4PC) called him on the phone and left him a voice mail where Rick threatened to sue him and will have Fred (Owner of QRZ.com) remove the thread. A short time later, the thread on QRZ.com was removed.
However it was too late. Since then news of what happened were posted on eham.net and the amateur radio subreddit over on reddit.com. As a moderator of the subreddit, this where I started following the story. At first I thought this was an isolated incident and that maybe the support staffer was having a bad day.
A bit later Fred (Owner of QRZ.com) posted his own version of what happened and his explanation for deleting the thread is that is was full of “misinformation”. He then added “QRZ would also like users to note that HRD is not a QRZ advertiser and other than for free technical exchange we have no business relationship.” In Fred’s version, he forgot to address the part about the extortion. This got the people on /r/amateurradio to really start looking at the actions of HRD and the relationship between QRZ.com and HRD.
Full out Streisand Effect.
In attempts to cover up HRD’s wrong doings, It caused more people to pay attention to what’s going on. It got people looking and many interesting things came up. There is indeed a business relationship between HRD and QRZ.com. There have been many times where Rick (co-owner) of HRD mentioned that him and Fred are “Business partners” and that HRD gave QRZ.com $$$ over the years for advertising. It’s also clear that QRZ.com staff delete threads and banned some of the users who were critical.
There is also a history of horrible abuse of customers by the HRD staff. HRD has license check server. When the software starts, it will check your callsign against their database. At the time, it would return one of three replies. You had valid, deleted and blacklisted. All of this was plain text on an un-encrypted server. The “blacklisted” return is what got the people over at amateur radio subreddit interested. User /u/fohdeesha started polling the server against negative reviews posted on eham.net and noticed that at least 50% of the negative review came back as “blacklisted”.
Since then many people stepped forward and shared their experiences with HRD. It’s apparent that this is no longer an isolated incident. People are being “blacklisted” because of poor reviews. They were even banned from the software because they were on a Yahoo group.
There was one thing in common… Rick. It’s apparent that he is the main source of all the negative issues. He is a co-owner, lead programmer and handling support. Most of the negative experiences users shared were in result of dealing with Rick. It appears he is a bully and very vindictive. Even support volunteers were stepping aside because of his actions.
Some time goes by and there is finally a response from the HRD staff. Rick replied on the thread on QRZ.com and on eham.net the following
We we have an official statement soon, but we do not condone anyone that blacklisted any ham for a bad review
As of today, Randy, Mike and I went though the license server and removed all blacklisted hams. That’s not good business or good policy.
More to come.
It was rather odd considering there is overwhelming evidence that he was the person that was blacklisting hams for bad reviews. From the looks of it, they were getting ready to blame someone else.
A short time later, another co-owner (Mike, WA9PIE) of HRD chimed in with a more official apology.
I want to make a statement of apology on behalf of HRD Software.
We regret that we have been unable to maintain our high standards of quality in our service to one of our customers. I have reached out to this customer to correct this regrettable situation. I am looking forward to speaking with him.
We apologize for what has happened here. I have stepped in and personally taken corrective actions to ensure that this mistake does not get made again.
It is not the policy or practice of HRD Software, LLC to retaliate, in any way, when negative reviews are made about our company, its products, or our employees. If this has happened in the past, I’m sorry. It won’t happen again. We will strive to avoid, even the suspicion of, such things in the future.
Best wishes in your continuing enjoyment of our hobby.
It seemed to be a heartfelt apology and I personally thought it would end there. However some of the wording of the last couple paragraphs didn’t sit right. “It is not policy” and “If this has happened in the past” stuck out. Well it was policy because it was being done and it did happen. There is no question of IF.
Then Rick chimed in with
No one is going to be sued. I made a serious mistake and error of judgement in this and many cases and I am truly sorry.
Jim, I apologize publicly to you. I do have diabetes and sometimes this affects my judgement and it did in that voicemail I truly regret it. I’m talking to my Doctor about changing my medications so I wont have any more low sugars.
Randy, Mike and I are discussing my future with HRD.
It appears both Rick and Mike were treating this whole situation as an isolated incident. It was clearly not. Rick also blamed his poor treatment of Jim as a reaction to his low blood sugar at the time of the phone call. Their reactions angered me. Their attempts at an apology made it even worse. It also appears the Mike isn’t not really privy to what is really going on over at HRD. He does mention that he doesn’t participate in the day-to-day operations over at HRD and that he claims he had no idea of what was going on. Personally I believe for that to be false because there has been years of abuse and even other HRD staffers (volunteer) knew what was going on. However Mike is insisted that he did not know.
Why Should I Care?
I care about what is going on because I really do like the software and there is a chance that it will go away. I actually want to purchase it at some point. I’ve also been treated horribly by other amateur radio software developers. I was told by the support of a popular software that they weren’t going to support my homebrew hardware and that I should purchase the real thing instead of looking into my issues. That’s what I get for trying to shake the “appliance operator” that gets attached to newer hams.
Digging A Deeper Hole
One of the co-owners of HRD stuck around in the ongoing thread on QRZ.com in attempts to take blame and recover from the damage that was done. Even though he had good intentions, he made things much worse. This started getting the attention of some news markets. A major international IT related news publication, The Register (el reg) released an article about the whole HRD situation. They reached out to HRD for comment and HRD released a press statement that was basically deflecting what was going on and trying to define what they meant by “blacklisting”. HRD also claimed that it was “outside support staff” and not the co-owner that was responsible. That lead to a much bigger response to where The Register had to release another story about Ham Radio Deluxe a couple days later. HRD also deleted their twitter account which to me was an attempt to cover up some of the public tweets from HRD staff.
Since then there have been articles on Slashdot, Techdirt and many others about what has been going on. It even got attention from the Electronic Frontier Foundation (EFF). These aren’t some blogging websites like mine, these are some respected international publications and digital rights group. It’s not looking good for HRD and I honestly don’t want to see them go away. I wouldn’t want people to be out of work and I didn’t want to see this software tossed aside. But the actions from HRD are not helping.
About a week later, HRD annouced that co-owner Rick stepped aside and is now retired. HRD also claims they will be editing their EULA to renew their commitment to their customers. This is a step in the right direction. Some were sad to see Rick go but I feel it had to be done in order for HRD to move forward. I’ve publicly spoken with Mike and it appears he really cares about the company and HRD users. Even though I don’t agree with everything he said, it appears he is sincere and wants to improve.
HRD now faces an uphill battle. They no longer have their lead programmer, there are known bugs within the software and they are now swimming in a sea of negative press. I really hope that the staff from HRD learn from this and I hope other amateur radio developers learn from this as well. It goes to show that even one bad experience could lead to major trouble. Even though the term “The customer is always right” is often taken out of context, you should at least take the high road and respect those who prove to be difficult.
The future and their actions will set a precedence on what type of company they will be. I really do hope HRD recovers and even prosper from what happened. There are thousands of satisfied customers, hopefully there will be thousands more. Only time will tell.
Thanks for reading.
– Jeff (NT1K)
This article is of my opinion. I’ve came to this opinion based on what I’ve read throughout the past couple weeks. I try to be un-bias as much as possible. Since I do not work or have never worked for HRD, I am uncertain of what exactly happened. Just sharing what has been said elsewhere. I could be wrong. Please view the evidence for yourself.