Waiting on Hold for 3hrs+

I also have big issues with support.  Online chat works best as there is no communication issue and less time wasting listening to the standard spiel they are reading off a screen.  Until something gets escalated you get very average help. 

As for the unnecessary information - I run myob for very small businesses.  We do not use any automatic payments but we were forced to give all this information without being told why this was needed or how this information would be used.

I now have one of my myob clients has been verified but the other is still pending.  There is no way to find what is holding this up.  Just says they will email if more documents are needed.  They should at least give us info on what the hold up is.

Thank you for your response, it is now 4.25pm, I hope they definately do call me back today.  I will hang up this call that I have been on hold for now for 2 hours, 20 minutes and 4 seconds.  I definately need this resolved today though.  I have not done any work since that "support" person totally stuffed up my app access!!!!  

Hey Jaydana1​ 

The team have arranged to give you a callback this afternoon, all further communications will be emailed to you on the contact email provided at the time of raising your case. 

Hi Jaydana1​ 

I will follow up with the team for you to make sure we get a resolution as soon as possible. I will provide you with an update here as soon as I have more information. 

PS I'll be paying your head office in Cremorne a visit IN PERSON if this isn't resolved I can tell you!!

You've shifted the "Support" to oversees (Phillipines) - for the sake of trying to save money on wages in Australia, you've sacrificed quality of customer service.  MYOB used to be easy to call up and resolve issues, now wait times are always 2,3 or 4 hours - absolutely appalling!!! They aren't even always able to resolve the issue - like mine today - he made it worse!  I called as I could not generate reports, MYOB Accountright App kept crashing as soon as I tried to generate a report - could do everything else.  I gave your support person TeamViewer access (which I regret doing  as they also have access to all my computer files etc!) and he made the issue worse.  I now cannot log into my app AT ALL!!!!.  I've deleted it and reloaded Accountright from scratch but it will not let me log in.  I can only access your Browser version which is a horrid way to work on my Company File and I refuse to use it.  I want access to the app again.  I have logged 3 online support requests marked urgent, nothing - crickets...I am once again on hold (after doing it this morning for over 2 hours) - up to 1hr & 2 mins so far - absolutely disgraceful support - save the stock standard response too of "our team are experiencing higher than normal volumes of calls"..blah blah blah... you don't put enough staff on and those that you do are overseas.  Your brand is quickly losing credibility I can tell you.  I'm paying for a service that isn't being provided!  Respond to my online support request, answer the phone - do something.  I need to access my Company File via my app on my computer urgently.  I have work to do!

Hi toip, 

That’s a fair call, and the wait times are far from ideal. I can understand how frustrating that would be, especially after spending that much time trying to get help.

Our support team is working through a high volume of incoming requests at the moment, and they’re doing their best to respond as quickly as they can. We know the current wait times have been longer than they should be, and we appreciate you taking the time to share your experience here.

If calling isn’t the best option, you can also submit a support request through My Account or use the other contact options here. 

Regards,
Genreve 

Reckon are still offering free upgrades of on-line MYOB company files and do still offer a desktop version if you want to stay off line.

That is a pretty circular argument: when someone complains about poor support, you refer them to the support team. It sounds like you are asking jackiemary to wait on hold for 3 more hours to complain about having to wait for 3 hours to talk to someone. 

And lodging a request on-line does not seem to get any response at all

once again on hold for over 3.5 hours without resolution 

Yep MYOB support and product relevance to small to medium business is transitioning from average to appalling to disgraceful to dishonorable all within a relatively short time span

Well done MYOB you have suceeded in turning a once good product into a bin job 

Offfline back up of MY data cancellation  - another matter they have decided for good of their clients without a single thought 

👏👏🤮🤮