Automated Invoice Reminders not working

Still no follow up nor resolution here, despite promises of the same.  The typical feeling about MYOB Priority Support is no of abject disappointment!

Hi RebeccaE,

Thanks for the update. I’m really sorry you’ve had to go through all of that just to get the issue with your invoice reminder sorted. It’s definitely not the kind of support experience we want for our customers.

I’ve tried checking further from my end, but I haven’t been able to find the case number linked to the email from Pauline. To help get this moving, could you please send me a private message with the case number from that email? Once I have it, I can reach out to the team and have it looked into further.

Cheers,

Princess

Hi Princess,

I cannot believe that yet another case raised for this issue has been closed without my knowledge, let alone any actual follow-up and definitely no resolution.  It seems like so-called "MYOB Priority Support" just close cases that are too hard to solve? 

Each time I have undertaken troubleshooting with MYOB Support they have identified this as a "MYOB back-end issue" yet nothing is being done to rectify it.  No-one will even get back to me to tell me what's being done to address this issue. 

In terms of the latest case that I raised, that you now say has been closed, I received the below email and then nothing.  I replied with additional information and screenshots of the issue from our end and advised of a preferred time for call-back, as requested, and I have received absolutely no such thing.  No follow up past this point, no call-back, and absolutely NO RESOLUTION.  This is 6 weeks of ongoing battles with "MYOB Priority Support" that always ends in the same way.  Case closed with a survey email to ask "how did we do" and no actual communication at all.  What do we even pay for at this point?  These are features that are fundamental to AccountRight Plus and yet, they are not working.  Why are we paying for fully-functioning software that doesn't work, and where there is zero meaningful support. 

This is the email that I received, and then zero communication after this.  It is not good enough!

" Hi Rebecca,

Thank you for your time and patience regarding the issue with your invoice and payment reminders on your MYOB file.

We’re currently experiencing an issue with one of our internal tools that we use to complete the troubleshooting for this type of problem. Because of this, we haven’t yet been able to finish all the checks needed to resolve your case.

To make sure we can work through the remaining troubleshooting steps properly, I’d like to arrange a follow‑up call with you at a convenient time. Please let me know your preferred day and time, and the best number to contact you on.

In the meantime, your case 03108927 will remain open and monitored. As soon as our tools are back to normal, we’ll complete the remaining checks and contact you with an update.

Thank you again for your patience and understanding.

Kind regards,
Pauline
MYOB Support "

Hi RebeccaE,

Thanks for checking in. That’s a long time to be dealing with invoice reminder issues, and it’s not the experience we want for you.

It looks like you’ve already gone through quite a bit of troubleshooting with the team and still haven’t had a resolution, which would be really frustrating. I can also see the case has been closed, but based on what you’ve described, it sounds like this should be looked at again. As this may need a more detailed investigation, potentially with one of our product specialists, the best next step would be to reply directly to the case email so it can be reopened. From there, we can work on getting it reviewed further.

Cheers,

Princess