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Ultimate Partner
Clive
Posts: 3,277
Registered: ‎11-01-2007
Australia

Re: Is MYOB in Good Hands

Hi Tim

 

Thank you for your post.  I certainly agree that it was time for the software to be moved to a new platform.

 

As I had no clients to visit today I thought hat instead of playing with the Clearwater file I would upgrade my own datafile from Premier V19.6 to AR2011, which it did as I have not used multi-currency.  After the upgrade I had to change the file from AR Standard to AR Plus.  I found this strange as there are a lot of time billing invoices and activities in the future, current and prior years and expected that the software would recognise their existence and set the file as a Plus type automatically.  As I was involved in the original Beta in January/February last year I thought I would check on some of the bugs I reported at that time.  I tested 4 and they are still there:-

  1. In an Activity Slip you enter a start time in the relevant box and press [Tab] - you move to the Clear button instead of the finish time box.
  2. When creating a Time Billing invoice the Ship To field remains blank.
  3. The Time Billing invoice converted from 19.6 is still missing most of the data fields.
  4. Recurring Purchases upgraded from 19.6 will not record with a popup error window advising to "Please select the {1} account" - to use your recurring transaction you have to delete the upgraded transaction, find a previously recorded version and save that as recurring - it works then.  I have clients with hundreds of recurring transactions, I doubt that they will be upgrading any time soon.

Having found that the old bugs haven't been fixed I have decided that there is little point in me doing any further testing until SP3 is released.  I suppose I could be cynical and say that this is an example of MYOB's attempt to "deliver at the quality level to which you have become accustomed" but I will refrain.

 

As has been stated by many others, the sampling used for your survey appears to be flawed.  Perhaps you should ask a reputable survey company to do a large sample on satisfaction with the new release - I doubt that you will find the "vast majority" as satisfied as you think.  You have said "The release was tested and went through the process that was outlined.  The scope of those tests, however, were insufficient and that is what we’ve worked to rectify to ensure a better outcome going forward."  As MYOB has not fixed reported bugs from 12 months ago do you think that the process is working?

 

You have previously asked me what MYOB could do to make the clients happy.  I told you then that you should give users the ability to convert their files back to V19.  I am still very strongly of that view.  MYOB has seriously failed the customer base - if you don't do something soon you will lose more of them to the opposition.

 

Regards

Clive Williams

 

 

MYOB Certified Consultant & Accredited Trainer; Ostendo Consulting Partner
Cert IV Financial Services (Bookkeeping); Cert IV Training & Assessment; BAS Agent 92620 006
Providing on-site MYOB support in Sydney, the Blue Mountains and Hawkesbury
Remote support available for MYOB throughout Australia
Mobile: 0418.657.833 AH (02) 4754.4151
email: clive@crwservices.com.au website: www.crwservices.com.au
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Former Staff
EmmaMulquiney
Posts: 36
Registered: ‎07-12-2011
Australia
0 Kudos

Re: Is MYOB in Good Hands

Hi everyone

 

As Tim mentioned in his post, we have updated our AccountRight 2011 page with some details about Service Pack 3, which will be released over the coming weeks.

 

Cheers

 

Emma Mulquiney
Online Editor

MYOB Australia Pty Ltd

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Experienced User
sprout
Posts: 95
Registered: ‎12-12-2011
Australia

Re: Is MYOB in Good Hands

[ Edited ]

Hi Emma,


Whilst I appreciate you are trying to communicate things here, that is honestly a pointless bit of information you have made available.

 

And I quote - here is all I know about SP3 from your information:

 

  • Improved performance due to memory optimisation
  • Stability enhancements to transactions
  • Usability improvements to lists, auto-population of fields and customised forms.

 

That's it???  Wow - It tells us nothing about what has actually been fixed and which exact issues have been resolved.  A perfect political response.  You have answered the question, but told us nothing.

 

Sorry - this is not a personal jab at you, I know you are just doing your job.  Actually I feel sorry for all of you folks on the help desk and forums - it can't be easy having to deal with the reality gap between what MYOB are telling you to say and what your customers are experiencing.

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Experienced User
JaneB
Posts: 64
Registered: ‎11-07-2011
Australia

Re: Is MYOB in Good Hands

Re. the 'satisfaction surveys' - thanks for clarifying how this is done and where Tim was drawing the information he quotes in support of customer satisfaction.  It isn't a method that I have confidence would yield reliable data, nor that I'd care to rely on as it appears somewhat flawed on a number of counts, which other posters have already outlined.

 

As for the communication about SP3, words (almost) fail me.  Like Sprout, I was distinctly underwhelmed.  It doesn't actually provide any information beyond that which is so generic that it's useless.

 

Overall, I feel disappointed, sad and very let down by MYOB over this whole failure of the Nov2011 Upgrade.  The strategy appears a good one, moving to the new platform, but the execution was not.

 

I'm a small business owner - I just cannot spare the time from what IS my core business to fiddle faddle around with a flaky, bug-ridden program.  I can only extend my empathy to those who (often through sheer ignorance, or not being well advised) have become stuck with it. 

 

It's been interesting - but again, very disappointing - to see how MYOB has responded to the customer backlash.  Not well.  Please note, this is not a criticism at all of the support people - as has already been said, it must be hard for them, dealing with the chasm between the official line and the actual reality. 

As for the rest - I'm still getting cheerful communications from MYOB telling me about a 'MasterClass' coming up to learn about the wonderful new features of the new program, and link to an equally upbeat article from the MYOB trainer person on why he's excited about the new MYOB.  They must be functioning in some alternative reality is all I can think. 

Jane Bennett
Quality Management Consultant
Mapwright P/L
www.mapwright.com.au
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Valued User
boba
Posts: 244
Registered: ‎01-07-2010
Australia

Re: Is MYOB in Good Hands

www.BoxFreeIT.com.au have published another article today on V2011. It actually refers to this thread.

 

It probably only summarises what many Forum users have been saying for weeks.

 

Bob

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Experienced User
JaneB
Posts: 64
Registered: ‎11-07-2011
Australia

Re: Is MYOB in Good Hands

There's a couple of articles, and yes, they do largely summarise what Forum users have been saying.  

 

http://www.boxfreeit.com.au/Finance/questions-swirl-over-botched-accountright-beta.html  dated 21st Feb and http://www.boxfreeit.com.au/Finance/myob-ceo-fails-to-win-friends-in-response-to-critics.html dated 22nd (today).  The titles pretty much say it all.

 

There's also http://www.boxfreeit.com.au/Finance/myob-answers-technical-concerns-about-accountright-platform.html which lists answers to (some of, at least) a bunch of questions posted by Boxfreeit  and http://www.boxfreeit.com.au/Finance/bain-didnt-force-early-release-of-buggy-software-says-myob.html.  Both dated today - the writer has been busy.

 

 

Jane Bennett
Quality Management Consultant
Mapwright P/L
www.mapwright.com.au
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Experienced User Gaz
Experienced User
Gaz
Posts: 301
Registered: ‎12-01-2007
Australia
0 Kudos

Re: Is MYOB in Good Hands


boba wrote:

www.BoxFreeIT.com.au have published another article today on V2011. It actually refers to this thread.

 

It probably only summarises what many Forum users have been saying for weeks.

 

Bob


Hi Guys,

 

It has also made it into the mainstream media as well.

 

http://www.smh.com.au/it-pro/business-it/backlash-against-myob-despite-free-upgrade-20120222-1tn1c.h...

and

http://www.brisbanetimes.com.au/it-pro/business-it/backlash-against-myob-despite-free-upgrade-201202...

 

Cheers

 

 

 

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Experienced User
JaneB
Posts: 64
Registered: ‎11-07-2011
Australia

Re: Is MYOB in Good Hands

And the Age, WA Times and links from various other sites...

Jane Bennett
Quality Management Consultant
Mapwright P/L
www.mapwright.com.au
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Contributing Cover User
HEGL
Posts: 5
Registered: ‎23-02-2012
Australia

Re: Is MYOB in Good Hands

All we need is a program that will work and assist us in doing our jobs, making a living, feeding the family etc.

 

A plain and simple question, online....Tim when will we have a usable program without all the bugs, fustration, time wasting etc etc?

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User
that_guy
Posts: 1
Registered: ‎24-02-2012
Australia
0 Kudos

Re: Is MYOB in Good Hands

I understand as a MYOB user that this is frustrating, and yes we are all annoyed, but do we really need to have a go at Tim directly? Have we all thanked him for what has been good over the last few years? Big picture....short term pain for (hopefully) long term gain. Yes they have screwed up now.... but they are fixing it! Apparently investing a lot in PD and "Connected Vision" which will (hopefully) make us all happy again! Can't wait for data in the cloud. Does any software company enter complete re-write without a lot of issues.....yes, name one? I'm not MYOB's biggest advocate but these forum posts are getting poisonous...feel sorry for the staff:smileysad:

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