What Has Happened To Support?

Well, as a lot of people have been reporting, my case was closed without any help or closure.  It took 8 days and that was Priority Support. This was part of the response I received:

We are sorry it has taken this long to get back to you.

We have been working through an internal issue that affected how some support requests were routed and monitored, and your enquiry was one of those impacted. This routing issue has now been resolved. 

We have also put additional safeguards in place, including closer monitoring of delayed cases and improved queue handling, to help prevent this from happening again.

I am checking whether you are still experiencing the issue related to superannuation.

They sent me an article to read through, even though I had requested phone support.  Just Lazy.

I am trying to get through to them. Keep on saying its over an hours wait and been on since just after 9am and its now its 12.12.

Would thy not have thought about more support when they cut off my desktop version of MYOB. I then bought an updated version to be told I needed a higher payment version to be able to download my file, why not say that in the first place. I have always been a MYOB supporter as their product is really good but support is shocking. Yes I am reading if you migrate from another accounting package they will do the download of your file for free why not offer that to the frustrated clients who can't even get someone answer their call.

Hi Sai,

Thank you for responding.  It's been almost 2 weeks!  No response from ticketed email customer support, no response from the online chat and 4 phone calls that were never answered as they drop out after 4 hours.  Simply not good enough at this time of year.  I'm leaving it in the hands of the Australian Financial Complaints Authority.  I purchased MYOB outright for a small fortune in the early 2000's.  MYOB decide that they want to start charging a monthly fee which offers better security, automatic updates and outstanding support! After all these years and with the help of our Accountants it's time to look elsewhere for a new reliable Accounting package.  I won't be surprised in a year or so if we see MYOB in receivership.  Listen to your Customers!!!!!

Hi Isaiah_C​ 

Thank you for your response.

We appreciate the acknowledgement, but to be honest: this message does not help resolve the issue or rebuild confidence. Everyone affected is already frustrated, and being told there is a backlog, does not provide a clear path forward.

The main concern is not just the delay — it is the lack of meaningful updates, the repeated follow-ups by us, and the impact this is having on our ability to work properly.   Let alone the hours we spend trying to get any resolution. a 

We understand support teams can experience high volumes, but customers need transparency and ownership when an issue remains unresolved for days, weeks even months.  In my case it was over a month and if I had not followed up at least 4 times a week, I would still be waiting.    It is pretty clear that your procedures are currently not working.   The high volume is due to your own customers continually ringing or on chat wasting their own time and yours.   Maybe some kind of email correspondence is needed when you have what you are currently calling a high Volume.     that is all from me.    and i doubt anything will change.  Good luck to everyone who is still waiting on help and i hope it gets resolved.   

Hi Everyone,

Thanks for calling this out and I’m really sorry for the experience here. I completely get why this has been frustrating. Waiting days for help, or getting a follow-up asking if the issue is still happening before it’s actually been resolved, isn’t a great experience. At the moment we’re working through a higher-than-usual volume of support requests and a high call volume as well, and that has created some backlog across our queues. That’s not the standard we want to be at, but the team is actively working through cases as quickly as possible. We really do appreciate your patience while we catch up. If you’ve already logged a case, please know it’s still in the queue, and adding any new info to the case can help give the team the right context when they pick it up. Thanks again for bearing with us while we work through the backlog.

Regards,

Sai

Yes, Lynn67, totally agree.  There comes a point when users decide they've had enough and move on from MYOB.  

There appears to be no easy way to contact support.  It appears to be non existent for those needing an answer sooner than later at this time of year.   There's a lot of very dissatisfied users.

I have been waiting for 38 days now.   I think i have spoken to all the CHATs and all of the help support people.   Firstly,  they need to change their titles as there is no HELP or SUPPORT.    It is disappointing for a lot of their customers and I can now see why businesses move to XERO.      All i can say is keep trying.  I hope you get it sorted. 

I have had the same problem today. On the phone waiting for over 1 1/2 hours, then nothing, they cut the line. Absolutely disgusting behavior. If we did this in our business, we would be out of business. No support at all. I can't report to the ATO as the EOY is incorrect & I don't know how to fix this. Ready to pull my hair out :(