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accountswppl's avatar
accountswppl
Member
1 day ago

4 Support Tickets Ignored Since 13th July - Need Manager Escalation

4 support tickets raised since 13th July - getting no replies from MYOB.

Terrible customer service - unsure what I am paying $490 monthly for.

Tickets: 

#03222807 - raised 13th July - this one was responded to nine days after I generated the ticket (24th July) - MYOB gave me 4 hours to reply and when I didn't respond in that time they closed the ticket and I now can't respond.

#03222818 - raised 13th July - no response at all

#03251814 - raised 27th July, no reply

#03262188 - raised 31st July - no reply.

Are you interested in customers? Should I move to Xero?

2 Replies

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    1 day ago

    Hi accountswppl,

     

    I can see how concerning it is to have several cases waiting for a response, and I appreciate your patience. Although the first case has now been closed, we’ve sent you an email explaining that you can simply reply to it if you’d like us to reopen the case for you. I’ve also checked the other cases you lodged and can see they’ve been assigned to the appropriate team. We’re currently working through a backlog, so it may take a little longer than usual, but the team will assist as soon as possible. 

     

    Regards,

    Sai

     

  • accountswppl's avatar
    accountswppl
    Member
    6 hours ago

    Hi Sai,

    I did not get an email saying I can reply to the closed case. When I go to reply I get a pop up saying the email is not monitored: 

    MYOB used to reply almost immediately to tickets. I don't know whats happening but waiting weeks for a response should not be acceptable with the fees you are charging for service.

    Thanks,

    Natasha

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