What Has Happened To Support?
Serious question. What has happened to support? I have been with MYOB for over 20 years and it has never been this bad. On hold a number of times and not getting through to anyone. The last one was ...
Forum Discussion
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
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.
