I have been a loyal customer for over 20 years of your products. I would like to let you know I plan on moving to Xero in the coming months due to the following reasons: The timing of notification for moving to online use only. This gave us no option but to move online as it wasn’t practical to transition our 30+ files to another program before the end of the financial year.The lack of support for moving across to online use only. I had issues with the files having the same Company File ID #. It took hours of telephone calls and waiting on hold to have the issue rectified. The support agents are not sufficiently trained.The lack of support for other issues at this critical time. I have a new company and required a new file, I called up yesterday to create the file and was given incorrect information which has now left me unable to log into the desktop version of the new file. The sales agent was unable to help me and I was advised to call support first thing in the morning as if I waited until later I may encounter a support staff member who didn’t have the required skill set. I am in Perth, I came to work this morning at 7.30am to make the phone call. After being on hold for 1.5 hours I was put through to a support team member who told me that she wasn’t trained in the version of MYOB I am using and she would need to transfer me to a different team with a wait time of 94 minutes. It has now been over 3 hours and I am still on hold. Yesterday when I tried to call multiple times I was simply hung up on.

Princess_R Please read my response above to MichelleWA I feel that this whole issue has been very badly handled by MYOB, and the Customer Support and Sales teams are too understaffed to cope with the amount of calls they are now receiving.Better planning by MYOB, in my opinion, would have been a staged transfer where customers were gradually converted over a period of time instead of everyone being given a short window of opportunity to all convert at the same time.It seems that whoever within MYOB thought of this did not have a clue about the impact on us, the customers and users. It's almost as if they're a public servant working in a Government department with little idea of the real world we subscribers live in.As a small business owner/operator using MYOB since 1998, I do not have the time in my day to wait on hold for hours. It takes me away from earning an income, it ties me up so that I'm not able to provide service to my customers. The whole situation is enormously frustrating and I can fully understand Michelle's comments and why she is intending to switch providers. I am close to that point myself.FYI, the case number for my issue is 03139099 (which followed on from case number 03134707).Who do I have to speak to in order to get some action?

Same here MichelleWA . I've been trying to get action since last Friday, 5 June (which was in response to an e-mail giving me the first notice I received about the change despite the email inferring notice had been sent out previously), with many hours spent on hold, many e-mails back and forth, even to the extent of sending complaints and updates via Messenger. I need to upgrade only 4 files under the same subscription and it appears to me from the information on the MYOB website that the only solution open to me is to establish new files. To do that I was told I need to speak with the Sales team but they're swamped apparently and the Support team have not been able to switch me across due to the number of calls on hold. The most recent attempt was this morning at approximately 7:40 am Sydney time when the Support member advised by email the Sales team were open so she called me then switched me through. Result? Total fail. The call went to an answer service advising the office is closed and to call back between 9:00 am and 5:00 pm and then disconnected the call. I notifed the Support team of the outcome via e-mail and asked why there isn't a call-back system in place fo the Sales team to contact me.Response? Crickets...

Hi. It would appear that there are a growing number of long-term MYOB loyal customers out there who are basically being treated like rubbish. I have been with MYOB for many years now, paid my subscriptions and have had very few issues until now. I have been trying to contact the help line for three (3) days now without success, disconnects and long waiting times - it really is unacceptable. I tried once again 30 mins ago and was advised by the bot that the waiting time was now 2 hours ! Who the heck has two hours to waste waiting on the phone in order to sort out a service which has already been paid for ?. I can't even get a case number as I cannot get through to the help desk. I thought Telstra was painful but this is another level. Can someone at MYOB please help !

Hi MichelleWA, We’re really sorry for the difficulty you’ve had trying to reach our team, and for the inconvenience this has caused. After being with MYOB for more than 20 years, it’s completely understandable that you’d feel disappointed by this experience. It’s definitely not the level of support we want you to have. We’re currently working through a high volume of calls and cases, which has led to longer wait times than we’d like. I can see your case is already with our CRT team. While I’m not able to promise an exact timeframe at the moment due to current volumes, I will follow up with the team for you. Cheers, Princess

Hi I also are having a lot of issues with the move to online only. I have used MYOB for more than 30 years and had 3 business using it only 2 now one online and the other off line. I was able to get my offline file online on 5th May but withing 5 hours of going online my file was corrupted showing the main bank account had $76k more than it did and this was before bank feeds were setup. Then on following days it showed a bank credit card that was not ours and the following day the credit card was gone but a CBA account that we don't have was showing. I have been trying to get that corrected ever since and it still is not done. More than 5 weeks waiting is not good enough. I have paid 2 months of the new subscription and still not operating online. My accountant has bee trying to convince me to go XERO and I think it is time once all the financial year paperwork is complete. Sorry MYOB you have had your chance.

Forum Discussion

MichelleWA

Contributing User

1 month ago

COMPLAINT!!! OVER 3.5 HOURS ON HOLD TO SUPPORT

I have been a loyal customer for over 20 years of your products.

I would like to let you know I plan on moving to Xero in the coming months due to the following reasons:

The timing of notification for moving to online use only. This gave us no option but to move online as it wasn’t practical to transition our 30+ files to another program before the end of the financial year.
The lack of support for moving across to online use only. I had issues with the files having the same Company File ID #. It took hours of telephone calls and waiting on hold to have the issue rectified. The support agents are not sufficiently trained.
The lack of support for other issues at this critical time. I have a new company and required a new file, I called up yesterday to create the file and was given incorrect information which has now left me unable to log into the desktop version of the new file. The sales agent was unable to help me and I was advised to call support first thing in the morning as if I waited until later I may encounter a support staff member who didn’t have the required skill set. I am in Perth, I came to work this morning at 7.30am to make the phone call. After being on hold for 1.5 hours I was put through to a support team member who told me that she wasn’t trained in the version of MYOB I am using and she would need to transfer me to a different team with a wait time of 94 minutes. It has now been over 3 hours and I am still on hold. Yesterday when I tried to call multiple times I was simply hung up on.

13 Replies

EdMat
Contributing Cover User
8 days ago
I echo your comments, Michelle. I have been a long-time customer, but now I am having similar problems going online, and impossible to get any response from MYOB. They are hopeless! An absolute disgrace when we are paying large subscriptions.
EdMat
Contributing Cover User
8 days ago
Princess_R, this is a disaster! You really need to get more people onto this problem and get your teams answering phones 24/7 not just business hours. If not, you are going to lose a lot of customers, myself included.
Colin_Thom
Contributing Cover User
8 days ago
I am also having similar problems and non-existing support. I have had to recently move 2 AccountRight files online. After much difficulty and poor communication, this was finally done. However, after now paying full Plus subscription for both these files to be online, I am unable to access the files via the Web Browser Version, despite having full entitlement to this service. I have raised requests with technical support but have had zero response. Calling technical support is impossible as currently the wait time is well over 2 hours. I was on the queue for an hour, and after an hour, I was told the wait would be another hour. I will now definitely have to consider transitioning over to Xero as this is becoming an increasingly untenable situation. In addition, I will look at lodging a complaint to NSW Fair Trading as it is against consumer law to fail provide a service that is paid for and clearly advertised.