Customer Service - or lack of.

Approximate wait time for live chat, 107 minutes.

Three hours later, the chat connected while I had the screen minimised because I acutally have to make sure staff get paid tomorrow and can't just sit around watching the screen for MYOB to respond.

They closed the chat within 5 minutes because i didn't respond, and now the wait time is 159 minutes.

We're having multiple issues with our MYOB file and can't get anyone to respond. Our oldest ticket that has been raised is from May and we have raised a couple more all with no response. I tried calling today to handle it on the phone and after being on hold for over an hour I couldn't wait any longer. Really terrible customer service and I'm not sure how you expect to keep your customers when you aren't providing the customer support. Our most concerning issue at this stage is we have been issued an invoice from MYOB and they have taken out more money from our bank account than what was stated on the invoice, this really isn't good enough. 

After raising a support ticket on 8th July and receiving no response, I have now been on hold for 1 hour and 45 minutes trying to speak to someone in support, with an estimated wait time still of over an hour.  I do not trust the call back option, since nobody has contacted me for 12 days.  Apparently I was bumped to the front of the queue, as an AccountRight priority support case.  So how long is the wait at the end of the queue?

This is a payroll issue, and I have to process payroll before Thursday, some sense of urgency or just basic customer service would be nice.

Hi SDuddy,

Sorry for the wait here. We’re receiving a high volume of requests at the moment, which can lead to longer response times than usual. I’ve checked your support request and can see that one of our support team has already assisted you. If the payroll issue is still lingering and hasn’t actually been resolved, please reply directly to that support request so the support team can pick it up and continue helping from there.

Cheers,

Doreen

Hi Doreen, yes I just got off the phone to them.  If you count the 6 hours that I tried to get help on the first day, then 12 days waiting for anyone to respond to a support request, and then another 2.5 hours on hold today...how is that acceptable?  Something needs to be done to address this situation.