COMPLAINT OF WORST CUSTOMER SERVICE

[Lazzcorp]

MYOB has to have the worst customer service ever! Why is it so hard to contact them, let alone get any advice that actually is helpful. 9 days ago I contacted MYOB to sort out why I could not access my myob files on our server. I had our IT guy look at it and he confirmed it was a MYOB issue. After almost 3 hours on the phone (most of it being placed on hold) and being transferred to Tier 2 AR as no-one seems to know anything, I was assured by Stephanie that someone would call me within 24 hours. Well, 9 days later, no call whatsoever...surprise, surprise!!

I was given a Case#01246957. Why can't someone from MYOB call me?

It is pathetic and completely unacceptable.

[Steven_M]

Hi @Lazzcorp 

Sorry to hear that you have had that experience. If you would like to further discuss your experience you are welcome to do so through our Feedback & Complaints channel listed on our Contact us page.

With that being said, I have had a look at your case you appear to have indicated you were encountering a "unable to open a file the connection to server is lost" message when using the Server Edition. I would recommend taking a look at Help Article: AccountRight server service issues for more information into the services and ensuring that they are working so you can open that file.

[Lazzcorp]

Hi Steven,

Your apology still does not help me. MYOB really need to look hard at their customer service as it's really non-existant. The article you referred me to is not helpful - I had already looked at that prior to calling MYOB. Believe me calling MYOB is a last-resort!

I have complained on your Contact Page.

More importantly, when is someone going to call me, as I was promised 9 days ago?

[Steven_M]

Hi @Lazzcorp 

I have followed up on your case with our phone-based teams as requested. At this stage, I am not able to advise on a callback time or date, however, I have indicated that you are not happy with the service provided and you have posted here today.

[Lazzcorp]

With all due respect Steven, that is not acceptable. How can I be expected to wait indefinitely to access my 10 data files? Shocking service from MYOB.

[Albare]

And subscription fees go up next month...over $2k per year is becoming very hard to accept.

[Lazzcorp]

I don't know how MYOB can increase their annual subscription fee for a software that has close to nil technical support. I think they will lose a lot of business.

[pjthind]

I hear you mate. It is so frustrating. Spent an hour last week, more than 2 hours today trying to explain a billing issue on how I have been charged. I am about to get off the phone and just pay the damm bill, its not work explaining it over and over.

I don't understand how a business like this is surviving. They need to really look at their technical support department.

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@Lazzcorp wrote:

MYOB has to have the worst customer service ever! Why is it so hard to contact them, let alone get any advice that actually is helpful. 9 days ago I contacted MYOB to sort out why I could not access my myob files on our server. I had our IT guy look at it and he confirmed it was a MYOB issue. After almost 3 hours on the phone (most of it being placed on hold) and being transferred to Tier 2 AR as no-one seems to know anything, I was assured by Stephanie that someone would call me within 24 hours. Well, 9 days later, no call whatsoever...surprise, surprise!!

I was given a Case#01246957. Why can't someone from MYOB call me?

It is pathetic and completely unacceptable.

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