Less than impressed with 'Priority Support'
Hi all, I have had a few issues recently and needed to contact support. Both of these times I have waited Weeks before I got a reply at all, and then it contained an excuse about internal issues...
Forum Discussion
Its honestly so ridiculous. I am a contract bookkeeper and this particular client has 8 files with MYOB. I work with many other platforms and can get a response from support within minutes, hours at most, and the best I'm getting from MYOB is several weeks later - (the first support request was actually in April, I had to lodge another request to even get a response at all and that was in June...)
Hi KCiaglia,
Thanks for sharing this. That definitely sounds like a hassle, and I can understand why you’d be frustrated. We’re currently seeing higher-than-usual demand across our support channels, including support tickets, so response times have been longer than we’d like. Our team is working hard to get through the backlog and bring those wait times down.
That said, we know that doesn’t make the experience any less frustrating when you’re trying to get timely help. Also, please keep an eye on your email, as our support team will reach out as soon as your case has been assigned to one of the team.
Regards,
Earl
Hi Earl,
Thanks for the reply.
This sentiment was echoed just today by a member of the support team - but imagine my surprise when once again, after just 7 hours, the case was once again closed as I had not replied.
I, like most contract Bookkeepers, do not work solely for one client, and once in a while we actually get to enjoy a day off. I'm not sure who has made the call that the limit on cases remaining open is so slim, but it really needs review.
All this experience has taught me (repeatedly now) is that as paying customers, my clients can not rely on MYOB support to suitably assist when they need it, and that we clearly need to be a lot more self sufficient if we wish to be able to solve our issues presented by your software.
Regards,
Krystal.
