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?
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.
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
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.
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 :(
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
