Support is non existent

Hi Derek I am having the same issue for the last 6 weeks. An AccountRight Premier user for 21 years & this is the worst I have had.

I have 3 Case ID's (3 companies)phone calls not returned when they arrange them or not at all.

One is a Desktop & trying to get it sorted but getting no where.

They are closing the desktop on 17th June but How I dont know when we cant get it sorted, im sure we are not the only ones.

Hi Tracy,

Yes I agree, the support has gone downhill substantially but the cost of the bad support has increased substantially.  I think it has been a decline ever since I was changed over from v19, that was by far a much better package and I didn't need to pay them every year for a declining software.

I finally received an email reply to one requests many weeks later, then a matter of hours later another email saying they will close the case as I hadn't responded.

Between this and the secure invoicing debacle I have now started testing other packages.  Some are looking like they will do the job very nicely and in some ways much better.

Hi DerekRaine,

Thanks for bringing this to us. We can completely understand why you’d be feeling so let down after trying to reach us multiple times. That’s definitely not the experience we want for you. 

We don’t have an unlisted support number or email to share, but we’d really like to help get this looked into properly. I’ve checked the cases submitted under your registered Community Forum email and can confirm you have an open case with Harriet. The team has now received the details of the issue and is looking into it further. Please give them a little more time to investigate, and rest assured you’ll receive an update as soon as the team has reviewed it. I’ll also make sure to follow this up again on Monday from my end.

Cheers,

Princess

Communication is pathetic. Why would they create these issues so close to the EOFY and end of the final BAS quarter.

I have also been trying to get assistance for 2 plus weeks. I have spent hours on the phone to just keep getting disconnected. I have tried moca and the chats keep getting closed. I was sent a quote for which doesn't even work. I need to get something sorted before I loose access to my file. With the changes. 

Hi Dayzy, 

I'm sorry to hear about your experience with reaching out to support. Two weeks to get help certainly is a very long time. I went ahead and checked and can see there are already active cases in place for this with the team. The team will continue working through them and will be in touch directly if they need anything else. We appreciate your patience as the team work through the cases. 

Regards,
Genreve