MYOB Support

Contributing User LaraSST
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MYOB Support

WHAT AM I PAYING A MONTHLY SUPPORT FEE FOR????????????

 

For the last 2 years, I have had nothing but issues with running MYOB - getting kicked out 4-5 times per day, every day, constant glitches in the system etc.  Calling the support centre is nothing but an absolute joke.  All I get after the continual merry-go-round of operators, the minimum half hour hold between each operator, to only get an email with a support link.

 

It's an absolute joke.  Once upon a time, you were great to deal with - you'll be losing my subscription very soon as I've had it.

 

Has anyone got any other accounting software they could recommend instead?

7 REPLIES 7
MYOB Moderator Theresa_D
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Re: MYOB Support

Hi @LaraSST 

 

Thank you for your feedback. I'm sorry to hear you've had a negative experience with receiving support.  I have gone ahead and sent you a private message to assist with your account. 

 

Sorry again for the inconvenience. 

Cheers,
Theresa

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Contributing User LaraSST
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Re: MYOB Support

Thank you for your reply Theresa.

 

My information is as follows; account name:   Frog Dive Scuba Centres / Sydney Safety Training client ID: unsure serial number: 6100 ****4099 contact name: Lara Field phone number: 02 9892 3370

 

Of the 3 phone calls I made yesterday, after the lengthy delay to actually speak with someone, they took all of my details, asked what the issue was, then put me on hold to talk to someone in the technical department. The three times, after waiting longer than 30 minutes I hung up.

 

This happens regularly. I am extremely dissatisfied that we are paying a monthly subscription fee of $170 and the service we receive is dismal.

 

Our MYOB file is too big for the program to run smoothly so one of your operators suggested some other MYOB business option which I have been considering. My concern with that, is the initial call to discuss this with someone again was not without issues. I had to speak with 3 or 4 different people over numerous days (as they were unable to help me and said they'd get someone else to call me back which didn't happen, so I had to yet again chase them up). When I finally spoke with someone, I was sent an email with additional information. I can only assume that the service I receive with this 'arm' of the MYOB brand will be no different to what I currently get - thus me looking at a completely different accounting program with much better service.

MYOB Moderator Neil_M
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Re: MYOB Support

HI @LaraSST 

 

Sorry to hear of your experiences. I have passed your comments and feedback along to the appropriate teams.

 

In terms of bigger business programs, designed for larger businesses, we do have a range of different products. If you were considering a larger business product we do have a couple of different options available. I’d recommend having a look at the product information pages on our website

 

MYOB Advanced

MYOB EXO

MYOB Greentree

 

If one of these bigger business packages did catch your eye and you wanted to find out more about it, at the bottom of each page is a Contact us button. This will bring up a small form to fill in, which will go through to our team who look after that product who can answer any and all questions that you have about that product

Regards,
Neil

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Contributing User LaraSST
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Re: MYOB Support

Thanks for your reply Neil.

 

I have recently looked into the MYOB Advanced - but as mentioned previously, my experience with their customer service hasn't been that great neither.  The first three people I spoke with weren't able to help me and advised that they would get someone else to get in contact with me.  None of them did - I again had to chase this up.

MYOB Staff Post CarlBrooks
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Re: MYOB Support

Hi @LaraSST 

 

If you are interested in MYOB Advanced my suggestion would be to either send an email to biggerbusiness@myob.com and one of our sales consultants can discuss your needs or contact one of our reseller directly, they can be found at https://www.myob.com/au/enterprise/resources/partners

 

We are currently rolling out our 2019 upgrade which is packed with new improvements, the probable 10 top picks are listed below.

 

1. 2019.1 release overview - https://myob-tv.wistia.com/medias/kx0rsmql9z

2. Automated Warehouse Operations - https://myob-tv.wistia.com/medias/atdinsyclh

3. Financial Calendars - https://myob-tv.wistia.com/medias/63446hw1eh

4. Generic Inquiries - https://myob-tv.wistia.com/medias/gm7aba02qh

5. Goods Receipt Updates - https://myob-tv.wistia.com/medias/wpdlctcfpm

6. Multi-Currency Projects - https://myob-tv.wistia.com/medias/g4qfu1r6ef

7. Business Events - https://myob-tv.wistia.com/medias/2dzhse3b0d

8. Project Workflows - https://myob-tv.wistia.com/medias/73jhm0auvj

9. Project Budget Forecast - https://myob-tv.wistia.com/medias/yjje1equ7k

10. Reporting and Data Analysis - https://myob-tv.wistia.com/medias/lvp3jifhbx

 

All the best,

 

Carl

ClearGlassPhil
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Re: MYOB Support

I totally feel your pain. I have just clicked over the hour being on hold. 

The actual choices on the phone are not clear so you can easily end up with the wrong person as I just did. That was 35 minutes ago after being on hold for 25 mins at that point. 

My office phone has now been tied up for an hour meaning that I cant take calls whilst on hold. I have tried online chat and after 30 mins an operator "Kayla" told me that she has to escalate my enquiry. I am also on hold online.

 

MYOB support is miserable unfortunately. This is the main reason that I advise friends to use another product. Sadly it would take too long for us to setup a new accounting system due to the volume of products that we sell.

 

Word of mouth and personal recomendations go a long way. Google reviews are unfair

As an update, After 90 minutes being on hold, I simply had to hang up becasue I am missing customer calls. It is dissapointing

 

Contributing User LaraSST
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Re: MYOB Support

I know exactly how you feel Phil - and the unfortunate thing is, it doesn't matter when you call, you can guarantee you will be on hold for who knows how long - and you just keep your fingers crossed that your answer can be resolved within that call.

 

Good luck - I hope your matter is resolved for you today! 

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