Changes to Billing Support

[ntoumba]

Hello @selvaganapathy ,

Your announcement last week was dissapointing and misleading. 

The announcement should have read -

REMOVAL OF PHONE SUPPORT

We value our money and no longer wish to pay people to speak to you on the phone and then get complaints about poor service. So we have decived to remove all access to phone support and force you to access all information online. OH and by the way we are removing all mulitple accounts discounts so that you pay more for less serivce.

So dissapointing. 

[Sean_DC]

Hi @ntoumba 

Thank you for your post. 

I'm sorry to hear how you feel about the update regarding phone support for Billing queries. Our goal is to always make your experience with MYOB a good one. We would still provide a lot of support especially when you need help with billing concerns. We have our Online Help Centre, Live Chat, Virtual assistant - MOCA, and Community Forum. If you have any questions or concerns, please let me know.

Please feel free to post again. I'm happy to assist further.

If my response has answered your enquiry please click "Accept as Solution" to assist other users in finding this information.

[TraceyD3110]

MYOB support has been a complete mess for years. Now they want us to chat on Live chat as most of the staff don't understand the product. Or if you try other options like a email inquiry, which takes days to respond and still with not the right answers! So frustrating!!!

We want to pay annually and this is the biggest nightmare - who would have thought that getting your money in advance was such a problem!!! 

[ntoumba]

The support is now so bad its almost useless trying to contact them. 

They converted a number of my files 6 weeks ago and since then they have not had the correct billing or file names. Its unbeliveable, they stuffed up and I have now spent 2 weeks waiting for them to reply to my email for support.

Also I cant access my files online via my.myob because they have listed all the files with the same name I cant see which is which and none of them have any of the payment details attached so i cant update or make any changes.

Atleast with Xero when you contact email support you get a reply within 24hrs and usually have your issue resolved in a day or two. 

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@TraceyD3110 wrote:

MYOB support has been a complete mess for years. Now they want us to chat on Live chat as most of the staff don't understand the product. Or if you try other options like a email inquiry, which takes days to respond and still with not the right answers! So frustrating!!!

We want to pay annually and this is the biggest nightmare - who would have thought that getting your money in advance was such a problem!!! 

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[ntoumba]

I cant believe how bad the support is now. 

I really hope MYOB review this change and revert the decision. 

The online support is not useful. When you live chat you are refered to log a support request and I have support request that have take 2 weeks to recieve a reply!

They blame high volume of support requests - MAYBE thats because you have removed the useful avenues of support. 

Atleast with Xero the email support tickets are responded to within 24 hours. 

WTF Myob?