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Outrageous and disgraceful customer service!!!

Rachael_M
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Outrageous and disgraceful customer service!!!

I would like to know why the customer support team handling payroll queries and more specifically JobMaker, is based in South Africa and why their identification protocols are different to usual support calls.  Since when does MYOB require a 4 point ID check? 

 

I have been on hold for 2 hours, spoke briefly to somebody who appears to have little knowledge of how to help me, and I am now on hold again while she works out how to help. 

 

MYOB customer support has deteriorated to an appalling level.  It is not good enough.  My clients and my practice are paying for a premium product but receving a substandard level of customer support.  I am beyond frustrated and annoyed after trying to work out a solution to a time critical matter for over a week with no solution in sight.

9 REPLIES 9
Rachael_M
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Re: Terrible MYOB Customer Support

We are now at 2 hrs 22 minutes!!  The girl came back to me to refer me to the community forum!!!!  I called for support, I want support!!!  So, now I continue to wait.  Not good enough MYOB.

Rachael_M
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Re: Terrible MYOB Customer Support

I am bloody angry!  I have been on hold for 2 hrs 33 mintues and the resolution from the seemingly untrained girl located in the South African call centre is:

 

I can't help you.  A product specialist will email you. 

 

I called for phone support!!!  Product specialists apparantly only talk to their staff and can't talk to clients hence she will email me.  So what, now I hold my breath and hope for a response.  This is outrageous and disgraceful customer service!!!  You have just about pushed me over to Xero.

Tracey_H
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Re: Outrageous and disgraceful customer service!!!

Hi @Rachael_M 

 

I'm sorry to hear you feel that way. If you would like to provide further feedback you can do so via the Feedback & Complaints channel on the Contact us page on our website.

 

As explained on your other post, JobMaker - Period Declaration, the product specialist and I have spoken and are working on your issue.

 

We do understand this is time sensitive and appreciate your patience while we work to get this resolved.

Cheers,
Tracey
Previously @bungy15

MYOB Community Support

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Rachael_M
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Re: Outrageous and disgraceful customer service!!!

I most certainly will put in an official complaint. Premium pricing and very poor customer support (required for software which doesn't perform as it should) is not ok. I have wasted in excess of 6 hours on my issue and still no resolution in sight. I expect that MYOB will pay the entire JobMaker claim that my clients misses out on if this is not sorted in time. 

Rachael_M
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Re: Outrageous and disgraceful customer service!!!

As you know the cut off date for JobMaker claims is Saturday.  I have been waiting for well over a week for your urgent and time critical assistance and was assured by you both that my matter was being given the highest priority of assistance.  I am left on my own without any updates from your "product specialist" and there is no solution in sight. 

 

I won't forget this.  I have stood by MYOB when colleauges have all switched over to Xero.  I have been a loyal supporter and customer for at least 25 years.  This is disgraceful and I am actually at a loss to put in to words how disappointed I am.  My client will be unable to claim for 2 eligible staff.  MYOB is unfit for its intended purpose and does not do what it says it should do.  The customer service team also seems to be unable to deliver.

 

I have not had a problem with previous claim periods so MYOB worked in the past, but does not now.  I find it impossible to understand how a programmer could not sort this out within 24 hours if it was actually a priority to you.  Something has gone wrong with the code, this happens, everyone understands.  Any competentant programmer should have been able to fix it or come up with a work around.

 

10/10 disappointed.

Rachael_M
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Experienced Cover User
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Re: Outrageous and disgraceful customer service!!!

As an update for all in the MYOB Community:

 

I have been left feeling completely helpless and left to work this problem out alone.  Sporadic updates and only when I badger MYOB.  I honestly could not be anymore appalled that after 25 years with MYOB I don't even get the courtesy of a phone call to explain what has gone so wrong at their end, and whether they will even be able to fix the problem in time for the ATO cut off.

 

In despair, I decided to sign up with Xero last night, watch some "how to" videos and set up a company file, add the two employees that were entitled to JobMaker, process some pays and nominate them for JobMaker.  I also sent an email off to Xero's helpdesk at about 8.30pm last night becuase I was unsure about something.  I had a detailed and helpful response this morning, logged into the ATO portal and the JobMaker claim was ready to go.  Claim lodged!  My client will now not miss out on $5,200 for this claim.  Xero - thank you!!

 

MYOB - you better lift your game!!  What I have been throught over the last 1 1/2 weeks to try to sort this out is terrbile.  I have wasted approximately 25 hours on something which should have taken 1 hour.  Your customer service, your "product specialists" and your programmers need to lift their game.  I will leave this client with Xero for the moment and experiment with two staff for weekly pays.  If I like the product, I may just look to switch over all of our client base.  I am thrilled that I managed to work this out for my client, but absolutely disgusted with MYOB.  And please @Tracey_H don't be sorry that I feel this way!!  Don't offer me insincere apologies.  Be sorry that MYOB has let me down.  Don't be sorry for how I feel.  It is nothing short of insulting.

 

 

TheBossisChez
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Re: Outrageous and disgraceful customer service!!!

Rachel, I have also been with MYOB for that long. I have found them to be losing the plot with their software but more importantly with their lack of customer support.

I will be retired and out of the game within 2 years, but I will look to move my customers over to Xero.

Wasting over 2 hours 'on hold' then being told the person cannot help and will need to transfer, 'on hold' another hour so I hung up.

As you say:  Outrageous and disgraceful customer service.

Best of luck with Xero.

Rachael_M
Experienced Cover User
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Experienced Cover User
Australia
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Re: Outrageous and disgraceful customer service!!!

Thanks for sharing your experience @TheBossisChez  I do get the feeling that MYOB really has dropped the ball and is too busy marketing and expanding their product range/suite instead of looking after their existing client base. The cheapest form of marketing is loyal customers raving about how good the product is. That is certainly not what I am doing now! Hope you enjoy your retirement. 

Tracey_H
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Re: Outrageous and disgraceful customer service!!!

Hi @Rachael_M 

 

The product specialist handling your issue will be in contact to discuss your concerns.

Cheers,
Tracey
Previously @bungy15

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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