AccountRight Premier & Online transition - no support
Upgraded 2 x new subscriptions to AccountRight Premier because we have no choice other than to operate online now. Uploaded all existing Myob company files to portal and received an email with a case number with notification of "your files have been successfully uploaded" and may take 3 days, which was all ok. It has now been apx a week and all we are trying to do is contact Myob and request an update on the status of progress for each case as we are only 6 business days away form EOFY and have no access to our files (and can not use our existing desktop Myob either). We have tried calling 1300 555 123 and are on hold for 4 hours before an attendant told us our files must not has been uploaded yet, we then tried online live chat and after another 2 hours of waiting, were turned away saying cannot disclose status update for case, even through we provided case numbers, attached MYOB email confirmations to chat session. This is not an unreasonable request, just wanting to know if we will at all have access before 30 June, this only adds pressure and not reassurance of competent and smooth transition to AccountRight Premier. We have our case numbers, client ID, and emails form Myob thread ready - Can someone please assist with a simple update of progress? It would be very much appreciated as we are quickly loosing trust in the matter.
Suggested improvement: We understand MYOB is implementing a big changes although change needs to be managed and coordinated in an effective manner. We can only suggest that consideration be given to allowing customers to leave their number for a call-back approach instead of waiting continuously and holding up a phone line for multiple hours when it is not necessary. Alternatively, another method may to be to have a portal customers can log into to check status of case numbers, enquiries and requests, which would be more effective and avoid on-hold, phone time and reduce time and matters handled by Myob attendants/staff currently trying to cater for busy times such as online migration process which seems to be an overburden.
