Disgusting wait times

[SilvanaFCC]

It's 5.26pm and I have now been on hold for 3 hrs 37 minutes and counting ..... Spoke to one person who told me I needed to be transferred to a specialist for my importing/exporting queries, and was ASSURED I would only wait 5 minutes.   It's now more than 3 and a half hours and I will keep waiting until 7pm.    This is NOT an isolated event, but this is now a record in wait times, usually I wait around 2 hours which is appalling anyway.   For a company that charges me $160 per month, your service is DISGUSTING !!    I understand why my colleagues are moving to Xero.  Put more staff on or lower your rates in lieu of your lack of service !

[MMMplus1]

It's so bad - I feel you - EXACTLY same story last week for me - 3houra 53 mins and phone drops out- and my chat says same again as you

So disappointed for the amount of money charged... I hope someone at MYOB might care about their future employment and could help me with my problem.

please help us MYOB

[Steven_M]

Hi @SilvanaFCC 

I do understand from your other post that you have since spoken with the team who have arranged further contact with you to help work with you to investigate your query.

In future, you might want to take a look at our full range of support options to prevent the need for calling - check out Want to avoid calling? Try one of these support options for that full range.

[SilvanaFCC]

[SilvanaFCC]

Total time on the phone .... 6 hours and 2 minutes, the last hour of which was talking to a nice gentleman who basically read the same support notes that I had already used, checked through the steps with me which were correct, then couldn't help me !   It has been escalated and someone will apparently call me back !   How can this be adequate Customer Support ?   I pay $160 a month for OUTRAGEOUS wait times, very basic and often unhelpful support, and then the suggestion that I don't ring but rather use Community Forum or Support Notes or the Chat option ???!!!    What has happened to MYOB, you are not the same Company I signed up to more than 20 years ago.  You are not supplying the service that you charge for. 

[MMMplus1]

Do you know how condescending you sound when put that kind of reply ?

I did exactly the same as Silvanna Fc, total time on phone 7 hours, spoke with person agreed I was doing all correct, software can't do a simple thing as a GST calculation for me!

[SilvanaFCC]

Update:  It's now Tuesday and I still have NOT had a call back from anyone at MYOB regarding my import/export problems.  

[CloverQ]

Hi @SilvanaFCC 

Generally our around time for call backs is 3-5 business days. Having said that, I've followed up with the team for you, they'll reach out to you this afternoon to assist further.