Hi All...
Thought I would start a review thread for MYOB Account Edge 2. Unlike a normal software review, I am reviewing their customer service. So, here goes my story.
In November I started looking for something to keep better track of my business expenses, Excel just didn't seem to be what my accountant wanted. So, I downloaded MYOB Account Edge 2 DEMO and proceeded to spend nearly 12 hours entering data and catching up the entire year of 2001. It was painless. Although, I made a mistake, I put in the wrong month when I went to reconcile a checking account statement and well, my first real contact with the folks at MYOB.
I believe they allow for a 30 day trial, I on the other hand was only on my 3rd day of this trial. I contacted technical support and waited for about 20 minutes only to be told that no support would be provided (even for such a stupid question as mine (no help data on this topic could be found on their site)) and so they transferred me to customer service. I was then told that indeed, no support would be provided unless I had a serial number.
Obviously, I liked the software enough and decided that if I pay now or in 27 days, either way, I will be purchasing it so I said, sure I will buy it, then can I get support for it today. Customer Service told me that I would NOT be able to get technical support for the product, I had to wait until the box came in the mail with the serial number, which could be 3 days out. This was insane. So, I remember seeing the "Download" pay version online and asked, "If I purchase the download version, will I not get a serial number right away?" She responded that yes indeed I would and that I could get support today should I choose that route.
So, while still on the phone with customer service (I obviously knew more about their offerings than they did) I then proceed to ask them about their offerings. If I purchased the Box with manuals and software for $249, I had to wait 3 days to get it. I needed support then, so I was in a delema I had to go with the download version. However, the download version was either the Classic version or the OS X version, not both. Plus, it was offered at the same cost, $249 as the full version with BOX, Manuals and CD.
I proceeded to ask Customer Service that if I downloaded OS 9 version, could I indeed get the OS X version for free once I made the transition. She said yes and that was good enough for me. I paid, downloaded, and then called Tech Support only to find out that there was nothing I could to correct my incorrect reconcile date and so, that was that.
Well, when 10.1.2 was released of OS X, I have been using OS X full time. The classic version of MYOB AccountEdge 2 doesn't run in classic mode under OS X, at least on my machine. So, right before Christmas I sent an email to MYOB Customer Service asking about obtaining the Mac OS X version, after all, I had just purchased it only 35 days earlier. No response to date.
In the mean time I downloaded their DEMO version of the OS X version. So, that has worked fine, but recently I have been having some "Permissions/File Busy" issues with opening my data file, and it has been frustrating. Not knowing if its something with the demo, OS X or just something with the program itself.
So, this afternoon I proceeded to call Customer Service (not to obtain tech support, cause my 30 days ran out) but to get the OS X version. I called and waited 30 minutes on the phone before speaking with a human. The lady in Customer Service seemed to be rather confused and again, I knew more about their offerings than they did. You'd think they would review the website to know better what they are dealing with.
So, I argued with the gal for awhile. Basically, they said that they never provided a download link for the OSX or 9 version and that since I purchased it through DigitalRiver (a direct link from their site) that I had to deal with them. Well, in fact this should not be the case. I asked them if they would send me the CD, and they said, "We can send a replacement CD for $19.95". I then told her that I never had a CD in the first place, I paid FULL PRICE for a download version and received nothing from it and all I wanted was the Mac OS X version, and I'd prefer to download it.
She told me her manager was not in and would call me tomorrow morning. We shall see. I will let you know how it turns out. So much for empowering customer service. WHY would you need to speak to a manager to send out a 50 cent CD to a paying customer, it makes no sense.
I am curious if anyone else has had issues with MYOB customer service or software.
Admin
Thought I would start a review thread for MYOB Account Edge 2. Unlike a normal software review, I am reviewing their customer service. So, here goes my story.
In November I started looking for something to keep better track of my business expenses, Excel just didn't seem to be what my accountant wanted. So, I downloaded MYOB Account Edge 2 DEMO and proceeded to spend nearly 12 hours entering data and catching up the entire year of 2001. It was painless. Although, I made a mistake, I put in the wrong month when I went to reconcile a checking account statement and well, my first real contact with the folks at MYOB.
I believe they allow for a 30 day trial, I on the other hand was only on my 3rd day of this trial. I contacted technical support and waited for about 20 minutes only to be told that no support would be provided (even for such a stupid question as mine (no help data on this topic could be found on their site)) and so they transferred me to customer service. I was then told that indeed, no support would be provided unless I had a serial number.
Obviously, I liked the software enough and decided that if I pay now or in 27 days, either way, I will be purchasing it so I said, sure I will buy it, then can I get support for it today. Customer Service told me that I would NOT be able to get technical support for the product, I had to wait until the box came in the mail with the serial number, which could be 3 days out. This was insane. So, I remember seeing the "Download" pay version online and asked, "If I purchase the download version, will I not get a serial number right away?" She responded that yes indeed I would and that I could get support today should I choose that route.
So, while still on the phone with customer service (I obviously knew more about their offerings than they did) I then proceed to ask them about their offerings. If I purchased the Box with manuals and software for $249, I had to wait 3 days to get it. I needed support then, so I was in a delema I had to go with the download version. However, the download version was either the Classic version or the OS X version, not both. Plus, it was offered at the same cost, $249 as the full version with BOX, Manuals and CD.
I proceeded to ask Customer Service that if I downloaded OS 9 version, could I indeed get the OS X version for free once I made the transition. She said yes and that was good enough for me. I paid, downloaded, and then called Tech Support only to find out that there was nothing I could to correct my incorrect reconcile date and so, that was that.
Well, when 10.1.2 was released of OS X, I have been using OS X full time. The classic version of MYOB AccountEdge 2 doesn't run in classic mode under OS X, at least on my machine. So, right before Christmas I sent an email to MYOB Customer Service asking about obtaining the Mac OS X version, after all, I had just purchased it only 35 days earlier. No response to date.
In the mean time I downloaded their DEMO version of the OS X version. So, that has worked fine, but recently I have been having some "Permissions/File Busy" issues with opening my data file, and it has been frustrating. Not knowing if its something with the demo, OS X or just something with the program itself.
So, this afternoon I proceeded to call Customer Service (not to obtain tech support, cause my 30 days ran out) but to get the OS X version. I called and waited 30 minutes on the phone before speaking with a human. The lady in Customer Service seemed to be rather confused and again, I knew more about their offerings than they did. You'd think they would review the website to know better what they are dealing with.
So, I argued with the gal for awhile. Basically, they said that they never provided a download link for the OSX or 9 version and that since I purchased it through DigitalRiver (a direct link from their site) that I had to deal with them. Well, in fact this should not be the case. I asked them if they would send me the CD, and they said, "We can send a replacement CD for $19.95". I then told her that I never had a CD in the first place, I paid FULL PRICE for a download version and received nothing from it and all I wanted was the Mac OS X version, and I'd prefer to download it.
She told me her manager was not in and would call me tomorrow morning. We shall see. I will let you know how it turns out. So much for empowering customer service. WHY would you need to speak to a manager to send out a 50 cent CD to a paying customer, it makes no sense.
I am curious if anyone else has had issues with MYOB customer service or software.
Admin