Can someone in the know please tell me what the escalation process is at MYOB? After 6 weeks of continual phone calls and discussions with support staff, only to be told the issue is being escalated to the development team and then having no feedback whatsoever, I am at the end of my tether, the issue is unresolved and I need this escalated properly!! Is there a complaints process?

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.

What is the escalation process at MYOB??

16 Replies

Steveg2
Member
1 month ago
I agree.ill becloooking how to escalate this to ACCCC
Steveg2
Member
1 month ago
I want a refund so I can go to Xero.
Isaiah_C
MYOB Moderator
1 month ago
Hi Steveg2,

Thanks for your patience, and I’m sorry for the long delay and the time you’ve spent trying to get through to us. We’re currently experiencing a much higher volume of migration requests than usual, so our turnaround times are longer than normal. To help us process requests as efficiently as possible and reduce downtime for customers, migrations are being staggered.

And Deb14 , I understand this has already gone well beyond the timeframe you were originally advised, and I’m sorry for the inconvenience this has caused. Please be assured your case is still in progress, and the team will assist as soon as a migration slot becomes available.

We appreciate your patience and understanding while we work through the backlog.

Regards,

Sai
Steveg2
Member
1 month ago
Can you please let me know how much longer I will need to wait to migrate case number #03178494. I have currently not been able to access Accountright for over 4 weeks.
Genreve_S
MYOB Moderator
1 month ago
Hi Steveg2,

Sorry for the delay. As forum moderators, we don't have access to estimate handle times for these cases.

I checked the latest update on your case. Because the migration team is handling a higher-than-usual number of requests, migrations are being staggered to help reduce downtime.

For now, you can keep using your existing AccountRight file until the Migration Services team contacts you to ask for your file. Please also keep your MYOB Business file blank until the migration is ready to start.

I understand this has been dragging on for so long, and we appreciate your patience.

Regards,
Genreve
Luke22
Member
8 days ago
What also should be asked of ACCC is why, when a product was purchased in full many years ago, MYOB can unilaterally decide to discontinue support. Why weren't the users of the old offline version offered the option to continue to use the offline version as a stand alone version without any updates.
That is keep using the product we purchased and are happy with.

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What is the escalation process at MYOB??

16 Replies

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