'contact support' service is terrible
With the number of people leaving MYOB for other options, I am surprised the MYOB team is so slack and unprofessional with their support for current users.
I have twice in the recent past emailed 'contact support' and had to wait 5 days at least for a response. One query was Super payment related and I eventually had to pay a late penalty as I didnt receive a reply from MYOB on time.
If we try calling, the average wait time is 2 hours and counting. Who would have the time to wait for that long for a simple query response?
The latest query I posted on support was replied to after 5 days and I couldn't make head or tail of the reply as the English was so bad. Who even is handling and responding to the queries?
MYOB needs to understand when users pose queries, there is a time and cost factor linked to it, if queries related to super/EOFY reconciliation or other compliance related queries are not resolved in time. Not to mention being answerable to your seniors when you are stuck without an answer. I honestly start to panic every time something goes wrong in MYOB as I feel trying to get help through support is like going down a deep dark hole.
The response time for an accounting software should be 24hrs-48 hrs maximum. Anything above that is not even helpful. Same goes with trying to call support. How does one wait for 2 hours plus and yet sometimes get disconnected. This is so frustrating.
I am literally one issue away from moving from MYOB to another provider.
