Forum Discussion
Finally got through just before 7pm and after an hour on the phone, no resolution, he could not work out why the fields were not updating after import. I have sent in screen shots of the .txt file imported and the issue will be escalated with a call back tomorrow or Monday.
Good afternoon, did you managed to get a response from someone as how to resolve this.
- SilvanaFCC2 years agoExperienced Cover User
I was finally contacted yesterday afternoon and they suggested that I try exporting/importing the entire list of fields (rather than just the 7 fields I exported) and see if that works. I'm going to try that after work hours today and customer service say they will call me back tomorrow morning to check if that worked. I will update on how I go. Anyone else do the export/import with all the fields ? Did it work for anyone else ?
- SilvanaFCC2 years agoExperienced Cover User
I tried exporting the entire 'customer card' list/fields, altered one field the imported back into MYOB. No good, still the same problem, does not pull through my changes. I am now waiting for MYOB to call me back today so I can tell them it did not work. Frustrating that I have spent so much time on this issue, and still no solution ......
- SilvanaFCC2 years agoExperienced Cover User
After a couple week, I've tried again early this morning before staff come in. Followed all the instructions correctly, imported my adjusted customer cards successfully, but once again the changes have not pulled through. No changes have updated !! Now I am on hold with MYOB to complain yet again .... 20 minutes so far .....
- SamaraM2 years agoFormer Staff
Hi MarcEslick
Sorry for the delay in response. When you imported the data, did you use auto-match, to get the fields in your import document to match up with the fields in the product?If you could reply with a copy of the import document / import log and a screenshot of the item, I can reproduce the import from my end and that would help me identify the cause of the issue.
- SilvanaFCC2 years agoExperienced Cover User
Hi Samara, I have tried everything; auto matching all items, selecting only some, importing only 50 items at a time instead of the huge list ..... doesn't matter. Will not pull through the updates. And when I ring through and finally get someone on the phone, it gets escalated to an expert in that area to call me back. For some reason every time they call me back it goes straight to voicemail and I cannot answer MYOB calls. So 2 days pass and they then close the case .... very frustrating. I need to speak to an expert in Export/Import, how do I do it? I cannot get this resolved, can I call at a specific time to get through to someone on this. Call backs do not work for some reason even if I sit looking at my phone waiting for the call ... the calls go straight to my voicemail without allowing me to answer. Can you please help, as I need to get this fixed .....
- SilvanaFCC2 years agoExperienced Cover User
I really need to speak to someone on the phone live time, where we can do it together, and they can see what I mean .... I've done this through the normal help number but the staff cannot solve and then pass it on to experts to call me back, but I can never get their calls, always goes to voicemail, then they close the case. Are experts working this week ?
- SamaraM2 years agoFormer Staff
Hi SilvanaFCC
I have raised this to be investigated by our product specialist team. In the meantime, updating price levels for cards to Price Level A-F will still work as intended.
If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.