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xranton's avatar
xranton
Contributing User
4 years ago
Solved

Account right 2020 Formal Complaint

Hello,

I have also just e mailed MYOB's supervisor to the mail provided to me by a representative (which i doubt to be the correct one after everything i have seen regarding customer service).

I have an issue for at least the last 3 months with my Account Right 2020.3 SE. I have updated to 2020.4 SE without any luck. When i invoice a client, the e-mail i sent through MYOB never reaches the recipient and there is no e-mail under the sent e-mail tab. I then have to save the invoice as a PDF and send it through Outlook,  which is time consuming, not convenient and cannot follow up.

It has been identified by an employee of MYOB that the issue relates to MYOB's end. He escalated the issue to the product specialist (i have the names of both employees mentioned above). After a few interactions through phone the product specialist captured the data and teh errors that appreared during the e-mailing process with the purpose to analyze them and get back to me.

That never happened. After numerous phone calls from my end i was pushed around meaningless from team to team with no result. 

All these three months i have never received a phone call from MYOB with any solution to the issue. I have to call, wait over the phone for hours, being pushed from person to person with the final lame excuse that someone will call me.

Moreover MYOB keeps deducting the monthly fee form my bank account, through direct debit, for a service that is not provided and subsequently i do not receive.

I would appreciate if you could step up and provide a functional solution to the above issue.

 

Kind regards

Christos Antoniadis

  • Steven_M's avatar
    Steven_M
    4 years ago

    Hi xranton 

     

    Great to hear that we have had a successful outcome for you and that those emails are sending.


    Once again, apologies for the lengthy delay with finding that resolution to your enquiry.


    If you do require further assistance don't hesitate to get in touch.

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  • Steven_M's avatar
    Steven_M
    Former Staff
    4 years ago

    Hi xranton 

     

    Sorry to hear that you have had that experience.


    I can see that we do have a ticket lodged within our system for your situation ( SR 175810139104  for your reference). I've asked a member of our phone-based team to reach out to yourself to provide the current status of that ticket.

    • xranton's avatar
      xranton
      Contributing User
      4 years ago
      Christos Antoniadis <xranton@gmail.com>
      12:49 (4 minutes ago)
       
      		 
      to Community
       
       
       
       
       
       
      Hi Steven,
      Thank you for your prompt response. I will be waiting for the phone call. However this ref number is since maybe 3 months ago and is when it was identified that the issue relates to MYOB's end. After that there have been numerous phone calls and meaningless interactions. It is now clear to me that no one, never followed up my issue despite being escalated to the product specialist.  So disappointing.
       
      Kind regards
      Christos Antoniadis
      • xranton's avatar
        xranton
        Contributing User
        4 years ago

        Hello,

        I would like to thank the team at MYOB for finding the solution to my issue. The product specialist called me, we tried to send a couple of trial invoices through the in-built e-mail that still didn't work. He promised to have a look at the data log with his colleagues and to come back to me the next day.

        By 17:00 the same afternoon i received the trial e-mails sent earlier in the day and since then the system works.

        The product specialist called me the next day to verify that everything is now fine as it appears to be to his end.

        Very happy with the result.

         

        Thank you!