We have had priority service when calling MYOB on the phone. They have been very good. I have tried calling today and had to hang up after 40 mins. We cannot run a business waiting on the phone for so long. Does anyone know if they have stopped the priority service for select customers?
I have waited for long periods with no response in "live chat" as well repeatedly asking "is anyone there" with no response.
Directing customers to a community forum is not a realistic solution when they need immediate assistance.
A much more practical approach would be to offer a callback service. Customers could keep their place in the queue without having to stay on hold or repeatedly check whether anyone is responding in live chat.
It would reduce frustration significantly and show respect for customers’ time.
At the moment, it feels like whichever support channel you choose, you end up stuck waiting with no meaningful communication or timeframe provided.
Hi IFMsolutions,
Sorry the wait was so long and the call didn’t leave you with a clear outcome. Our help lines are handled by MYOB employees, not telemarketers. We’ve also made some internal changes recently, which has led to higher demand on the phones and longer wait times than usual. If calling isn’t the best fit, there are other ways to get help too. This includes Live Chat via our virtual assistant MOCA, the Community Forum, and support cases via My Account, so you’re not stuck relying on the phone queue alone.
Cheers,
Doreen
I had to wait 90 mins just recently (as a priority client).....so frustrating as after that long wait, nothing was resolved and I could not understand a word that was being said due to the very heavy accent of the "telemarketer" on the other end.
You should be given the option of MYOB calling you back when you are next in line.
Dear Genreve,
I have booked several priority support calls via 'my account' - no one has called me.
My post refers to the priority support we would get when calling MYOB and entereing our ID number. We would get a faster answer on the call. Why has this stopped - do you know?? what do you mean by we "might have skipped on that support option". Is this an option, how do we get it back?
Hey Project-Z
We have set the community forum up so that any posts/comments are immediately published for view once posted. The 'In Review' status is a visual cue it's in the moderator's review, and once approved will update to 'Approved', however your comment is visible for all throughout that process. This has been done to ensure we can prevent sensitive information from being accidentally posted, you can check out our community guidelines here.
Good luck with that! Every priority call I've booked has either not happened or comes in hours after the time I've booked.
Hi Richmond91 ,
My experience over the past 6 weeks has been identical to your's. Cases are closed without feed-back, follow-up or resolution, and hold times are on average 45 mins on the Priority Support phone line, and that's just to get answered. I have been following up the same issue and not getting anywhere. The Support with MYOB used to be excellent, but the standard has really dropped significantly in my opinion.
What's this all about? getting censored?
20 days and counting for my last priority request. Its also noteworthy to mention, the bottom 3 entries were never resolved or even any contact being made, each entry is just my entry, no reply and a couple of months later, someone has come along and just closed the request. If that is priority then I would hate to see cattle class!
So I thought I better push the ball a little and booked a call myself. The only available time slot that was available was at 11.30pm lucky I'm a night owl....
It seems we have done this but have not received a response in 3 weeks.
