What is the escalation process at MYOB??

Hi Migrationexpert. Six weeks is longer than we'd like to be chasing answers, so we can understand why you're feeling frustrated and wanting answers. Your case remains under active review, and we've continued following up with the teams involved to get an update for you. I've also reached out a couple of times via email and will continue keeping you updated there as we learn more. Thanks, Prue

I feel your pain, I have been trying to get a response from MYOB for 4 weeks now re their changed for desktop versions. Have been on hold for 3 hours first time then hung up on. Next time on hold 1.5hrs, tried chat, tried priority support. No response to anything I try. Might have to give up & change to Xero :(

Hey Gaisy1, it sounds like you've explored a few different options looking for answers. If it's more information about the changes to MYOB AccountRight offline mode that you're after, we've posted the latest updates and answers to common questions here: community.myob.com/blog/prac-announcements/changes-to-myob-accountright-offline-mode/911996. If there's something specific that isn't covered there, let us know and we'll point you in the right direction. Thanks, Prue.

Yes i have the same issue been waiting for about the same, with no help or support just the same excuse. Keeps this unsupported and errors up might have to make the switch

Prue.

You do realise, that in business, 6 weeks is not a very efficient timeframe to review and have a resolution for a customer, not to mention these subscribers have stated that they have not had any acknowledgment in between time, therefore looks extremely poor performance on MYOB's end. Constant communication is the key in any business, large or small, which MYOB severely lacks in my opinion. You stated in your response to Migrationexpert that you can understand their frustration. I actually don't think you do. Unless you are on the receiving end as a user of this product or a business owner wanting answers in an appropriate timeframe (6 weeks is not appropriate), then please do not state you understand. It comes across a little arrogant.

Hi Prue,

What I need is to speak to someone from sales I believe, to choose which MYOB product to change our desktop versions to. We do not need the Account Right Premier for most of the companies as they are small businesses. Information on how to upload is useless until we work out what to subscribe to. I have just had a call from my co-worker who does some entering up for me & she is unable to even see all of our companies in the MYOB library, only our On-line file is showing. Not good enough MYOB, surely you should have extended the cut-off date seeing YOU can't handle the influx of enquiries & pleas for help. What are we meant to do? End of financial year is coming up & we can't even find our desktop files now? How do we find them? As you can see if you have read my messages I have tried & tried to speak to someone to get help & I'm sick of being hung up on. Not good enough MYOB :(

Yes, I am trying to get two clients on to the online version, two case numbers, one is heading to the 6 weeks and I have been on hold for over 3 hours, got a consultant who then informed me it was outside her expertise and put me back on hold, needless to say after another hour, I had to hang up, so client is stuck in limbo now, also have another client who has had to migrate from a very old version, before going online, I was told that it would take up to 5 business days, received emails on the day, stating case number etc, but now the client has been told not to use the old version, so no work can be processed for how long???  I have had so many sleepless nights, and dread getting back on the phone only to be left hanging, and I have to travel to these clients, so how can I charge them for my time.  I just don't know what to do anymore!!!

These clients have taken out on line subscriptions and have actually been charged for them, but cannot use them yet, this is unbelievable.

Appreciate your reply Gaisy1 and it's disappointing to hear you haven't been able to get the support you need. It sounds like what you're primarily looking for is help determining which subscription is the right fit for your various companies, before you can move forward with shifting your files online and the sale teams can definitely help. Now that the call volumes have eased, connecting with them will be much easier. You can find their contact information here myob.com/contacts/sales. Thanks, Prue

Hello,  I would like to know how to escalate case number #03178494.  I have so far called on 5 occasions with wait times of over 4 hours.  On the last occasion I was on hold for 5 1/2 hours before giving up.  I now cannot even get into my stand online Accountright so cannot process any transactions.  This is totally unacceptable.  After purchasing the product that is clearly not fit for purpose I am looking at escalating this issue to ACCC and consumer affairs.  Can you please advise?

Hi,  I would also like to know how to escalate a case number, I have a client (over an hours drive away) that was told that they would need to get MYOB to migrate their old file to the new version, cannot be done in our office, this was over 2 weeks ago, I was told via phone, it would only be 5 working days, and we were also told not to use our old file until this migration has been completed.  No work for over 2 weeks and its the 29th June!!!  Then to sit on hold for over 3 hours and get disconnected???  Needless to say the subscription amount is still being deducted from the bank account, when no work can be done???  There has to be somewhere to escalate case number 03155332 PLEASE.