ContributionsMost RecentMost LikesSolutionsRe: MYOB Offer Poor Support Just for the record, the Moderator's response (Probably just an AI) promised that someone would be in touch, and like everything else at MYOB it is just lip service. I haven't heard from anyone - and I've completely lost interest in talking to anyone anyway. Re: Staff self-onboarding ...and after the last post, my fake (test) employee got an email asking them to sign up for employee "benefits" even though they hadn't even completed the onboarding process. EVEN UNDER THE GUISE OF "BENEFITS" WE ARE NOT HERE TO MARKET YOUR PRODUCTS! Re: Staff self-onboarding Gee_Twrote: Hi Bad-Support Thank you for your posts. When employees receive an invitation to explore their benefits, it doesn't automatically sign them up for marketing. Instead, it gives them the choice to check out the available benefits during onboarding and decide whether they want to receive communications or not. After completing onboarding, they'll also get an invitation to download the benefits app, offering discounts on products and gift cards usable at various retailers in Australia, like Woolworths and Amazon. On the super screen layout, the first option, even before showcasing any promoted super funds, is to "Choose another fund" or to "Skip Featured Funds." Below the featured funds, there's another option to "Choose another super fund." The screen emphasizes that employees can select any fund, be it their own or their employer's default fund. The goal is not to push a specific fund but to provide flexibility for those without a fund or wanting to switch, ensuring a compliant onboarding experience. Cheers, Gee Even forcing new employees to have to choose whether or not to receive "benefits" is tacky - I don't see why this offering "benefits" needs to be ticked by default. New employees (particularly young employees) may sometimes feel obligated to accept the defaults. Further, the tick box accepting the "benefits" by default is just a tiny box on the employee's screen, but the Continue button is huge by comparison. It is clearly intended to steer new employees in a particular direction, which is very sleezy behaviour on MYOBs behalf. I have set up a new fake employee, and the way the Featured Super Funds is presented now is not as bad as it was - having said that the Featured Super Funds are still the default/obvious option to choose. Whilst my preference would be to have the option for the Featured Super Funds not to be offered to employees at all, at the vey least it should not appear as the most prominant option. It very much feels like we are acting like promotional agents for all MYOBs third party offerings - not the image that we want as a reputable organisation! ...and I don't have this problem with QuickBooks. Re: Payroll not recording Let eveyone know how you go. MYOB support has been dreadful, and it would be good to know if anyone breaks the trend. Carissa_Bwrote: Having issues with MYOB payroll. I have just spent about 2 hours entering a pay run and when I went to finalise, it just quickly flicked to the 'Process Payments' tab and showed all zeros indicating nothing was processed. This happened about 6 months ago in the same file and it ended up taking a day to fix after spending about 4 hours on the phone to MYOB. This payroll needs to be processed today. Help please. Staff self-onboarding Staff self-onboarding was a fantastic idea, but completely ruined by MYOB. By default, staff get "Staff benefits" ticked - which is really just spam marketing. So if you forget to untick this, your new employee thinks that you are some kind of tacky employer who auto markets to them. Even worse, the Super Fund selection defaults to "Featured Super Funds". I can only assume that MYOB get some kind of comission/advertising fee - but why should we have to be part of that? Our new employees expect to be able to go straight to entering the details for their existing Super fund. I'm not even sure if it is legal for an employer to push them in the direction of the "featured Super Fund", as I believe the law requires us to allow the employee to select their own and this pushing of another Super fund is certainly against the spirit of this, if not in complete contravention. Re: Bank Feeds Not Updating since Sat 5th August 2023 It's Quickbooks for me - aleady started the migration. Re: Updated Live Chat hours for Partner Support on SME Products More examples of MYOB lip service. The link provided still goes to a 404 page. I'm not convinced live chat ever worked, but you said MYOB would fix this back in September and it is now January! When do you plan on resolving this? Re: MYOB Offer Poor Support Hi Gee, Are you an AI or did you just use: 1. AI to write the response for you? 2 Use a pre-prepared template? It is quite clear the response is just lip service to serious concerns. Pointing me to the support page just rubs salt in the wounds, when part of my complaint was that the support person's follow up email me pointed me towards that, even though he wasn't even able to come up with any solution in under an hour on the phone??? ...and to reiterate, even then his solution was a long way from the optimal solution provided by the my accountant's MYOB person. I look forward to cancelling my subscriptions when the transitions are complete. MYOB Offer Poor Support Frankly I am just looking to vent. The support I receive from MYOB is always terrible. When you finally get through, the people you talk to are horribly under-equiped to answer the questions/solve problems. In one case I had a MYOB bug that I needed to deal with. The first time i had the problem, they fixed my transactions. The next time - bad luck, your system is always going to reflect inaccurate information. I have already started migrating one of my company files to Quick Books, and the support I have received from them has been exceptional. I have already run MYOB and Quick Books in parallel for one quarter and successfully matched, and I am about to reconcile the 2nd quarter. Assuming both sets of books matched again, I will be closing one MYOB file and in all likelihood will start runing my other company file in parallel with Quickbooks shortly after. I have been with MYOB since 2010 and their support has steadily and surely become worse. I am amused by the fact that after MYOB have provided support assistance they send you a "MYOBelieve you can DIY!" email, when their own support people flounded with the problem. I made a support call yesterday where I spent over an hour on the phone and eventually got some glib advice about how to solve the problem (after the support person had to call for advice). Interestingly, I went to see my Accountant's MYOB person today, and they not only suggested in a few moments what the MYOB people took me an hour to get to yeterday, but also showed me a much better way to correct the transactions in question. I really would prefer to stay with MYOB. They know and I know, most people will put up with poor service, because it is too hard to change their accounting software - which is exactly what I did. It gets to the point where staying makes no sense staying though, and it is now worth the pain of migrating. Myob offer poor suppoort Frankly I am just looking to vent. The support I receive from MYOB is always terrible. When you finally get through, the people you talk to are horribly under-equiped to answer the questions/solve problems. In one case I hav a MYOB bug that I need to deal with. The first time i had the problem, they fixed my transactions. The next time - bad luck, your system is always going to reflect inaccurate information. I have already started migrating one of my company files to Quick Books and the support I have received from them has been exceptional. I have already run MYOB and Quick Books in parallel for one quarter and successfully matched, and I am about to reconcile the 2nd quarter. Assuming both sets of books matched again, I will be closing one MYOB file and in all likelihood will start runing my other company file in parallel with Quickbooks shortly after. I have been with MYOB since 2010 and their support has steadily and surely become worse. I am amused by the fact that after MYOB have provided support assistance they send you a "MYOBelieve you can DIY!" email, when their own support people flounded with the problem. I made a support call yesterday where I spent over an hour on the phone and eventually got some glib advice about how to solve the problem (after the support person had to call for advice). Interestingly, I went to see my Accountant's MYOB person today, and they not only suggested in a few moments what the MYOB people took me an hour to get to yeterday, but also showed me a much better way to correct the transactions in question. I really would prefer to stay with MYOB. They know and I know, most people will put up with poor service, because it is too hard to change their accounting software, which is exactly what I have done - but it gets to the point where staying makes no sense.