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
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?
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.
