NOT SO FUNNY – I had a sod of a day – MYOB SUPPORT WORSE THAN USELESS


To say I had a sod of a day is putting it extremely politely. in fact, I had a sod of a week. First thing Monday morning 3.55am

first i ws trying to do the payment summaries for the staff (group certificates) and after printing them all creating the disc to go to the tax department i started to fold them ready for the envelopes when I found that there was NO tax paid showing on the form.

I just bout spat!!

What do I do now? so I logged on to the MYOB help chat line that I have paid over $7oo for in May 2013 only to find a message on the side of the screen about NO TOTAL TAX WITHHELD ON PAYMENT SUMMARIES.

THE SCREEN HAS CHANGED TODAY AND THEY HAVE ADDED MORE MISSING INFO!!!  WOULDN’T YOU THINK SOMEONE WOULD CHECK THE PROGRAM BEFORE LOADING IT ESPECIALLY AT THIS BUSY TIME OF YEAR

MYOB CHAT

BLOODY USELESS

Following is my chat with the support people yesterday, please excuse all spelling and typos as the longer this went on the angrier I was getting. I was actually on the chat for over 2 1/2 hours waiting and still my problem was not sorted. I have logged on to the chat again today, as the instructions in link that they suggest does NOT EXIST!!!

Bottom line, we will NO LONGER be using myob, I have spoken to my accountant this morning after all of this and he said that they get so many complaints about myob

Rany: Hi, my name is Rany. How may I help you?
Lee Grainger: i REPORTED LAST jULY THAT the information required to complete the subcontractor info for the tax file required names, addresses, phones #’s etc, and i right in assuming that this has not been added to the report by MYOB, i have printed it out and it is a waste of time as it doesn’t have the info required to complete the forms?
Lee Grainger: Are you there?
Rany: do you have active cover
Lee Grainger: yes
Lee Grainger: Serial # 616075670172
Rany: have you received your compliance update
Lee Grainger: yes, my computer (IT) guy said he loaded it on Tuesday evening
Lee Grainger: ARE YOU THERE?
Lee Grainger: ARE YOU THERE?
Rany: i will need to transfer you to support
Rany has disconnected.
Rav: Hi, my name is Rav. How may I help you?
Rav: How can i help you lee?
Lee Grainger: i REPORTED LAST jULY THAT the information required to complete the subcontractor info for the tax file required names, addresses, phones #’s etc, and i right in assuming that this has not been added to the report by MYOB, i have printed it out and it is a waste of time as it doesn’t have the info required to complete the forms?
Lee Grainger: Are you there?
Rany: do you have active cover
Lee Grainger: yes
Lee Grainger: Serial # 616075670172
Rany: have you received your compliance update
Lee Grainger: yes, my computer (IT) guy said he loaded it on Tuesday evening
Lee Grainger: ARE YOU THERE?
Lee Grainger: ARE YOU THERE?
Rany: i will need to transfer you to support
Rany has disconnected.
Rav: Hi, my name is Rav. How may I help you?
i REPORTED LAST jULY THAT the information required to complete the subcontractor info for the tax file required names, addresses, phones #’s etc, and i right in assuming that this has not been added to the report by MYOB, i have printed it out and it is a waste of time as it doesn’t have the info required to complete the forms?
Lee Grainger: Has this info been added? it doesn’t appear to have changed
Rav: Okay. Now from the past conversation, i could make out that:
1. you need to make contractor payments
2.Need steps to be able to do so
correct?
Lee Grainger: I have followed the steps in MYOB, the problem is the form that i have printed does not included the infor required, it only show subcontractor name, ABN Gross amount paid and total GST has the info re the phone # addresses Contact name been added?
Rav: Yes, you just need to tick the bos that says contractor payments in the old version from the card files and then upgrade to the latest version
Rav: http://myobaustralia.custhelp.com/app/answers/detail/a_id/35247/kw/contractor%20payments
Lee Grainger: i don’t know what you mean!
Rav: Please follow the link and it should better guide you with step by step instructions
Rav: was there anything else i can help you with?
Lee Grainger: don;t log off yet as it is not sorted
Rav: Sorry i cant stay on for any longer, please have a read through the support note and if you still experience problems, do feel free to contact us
Rav has disconnected.

I have logged on again this morning for a chat, I waited for 10 minutes until I was chatting, I explained to him my experience from yesterday, i had to ask twice was he there, this was after 40 minutes.

He then said after all this time that he would have to transfer me to his technical people, and I am still waiting. at 9.09am.

At 9.15am Libby came on the line!

Well funny that, they sent me the wrong link!!!

she sent me the correct link, however that link is not going to help either!! Are these people DUMB!!!

Well this didn’t end well, read below

 
Libby (Listening)
Trending Topics
Preparing and printing payment summaries

Compliance Update – PAYG Tax Tables

No Total Tax Withheld on payment summaries

End of payroll year guide

Downloading updates from my.MYOB

Chris: Hi, my name is Chris. How may I help you?
Lee Grainger: Hello my serial # is 616075670172, please advise what the correct update 3 should be, i was on the chat for hours yesterday trying to sort a problem and it was not helped
Lee Grainger: are you there?
Chris: Hi sorry i was just looking at your account
Chris: Have you been sent the download link for 19.9?
Lee Grainger: yes and it has been upgraded, the problem is that none of the information has been updated in regards to the taxable payments, i had already done all of the info last year and printed the report early last year as i knew it was going to be an issue, however the report does not appear to have changed, i went on the link sent by the last fellow yesterday and the button to click is not on the reports screen, Furhter when i click on the supplier to record taxable payments the noted – link states that another box will come up click yes if you want to !!! this box does not come up.
Chris: Ok Lee, Im going to transfer this chat to my technical team, so we can get this resolved for you today.
Lee Grainger: thanks
Chris has disconnected.
Libby: Hi, my name is Libby. How may I help you?
Lee Grainger: can you please read this file, i don’t want to have to go through it all again,
Libby: Sure can, won’t be long 🙂
Libby: What link were you sent yesterday? Just so I am on the same page.
Lee Grainger: http://myobaustralia.custhelp.com/app/answers/detail/a_id/35247/kw/contractor%20payments
Libby: Can I please get you to go up to the Help menu > About AccountRight and tell me which version you are on, just to double check.
Lee Grainger: 19.9
Libby: Im really sorry you were sent the wrong support note http://myobaustralia.custhelp.com/app/answers/detail/a_id/34312/kw/Reporting%20of%20taxable%20payments%20v19.9 this is the correct one. Can you give this a go while I am on here to see if it solves the problem, please.
Lee Grainger: trying it now
Libby: Thanks
Lee Grainger: I have already done all of this fact sheet, as i have already explained i had done this early last year, the problem is not generating the report or adding the contractors, the problem is that the information that is printed on the report is NOT SUFFICIENT to complete the forms provided by the tax department, all that shows on the report is the ABN, supplier name, gross amount paid and total gst , the form requires PHONE # address contact name etc. MY PROBLEM IS THAT I ADVISED MYOB LAST YEAR IN JULY 2012 THAT THIS INFO IS REQUIRED TO COMPLETE THE FORM, as the report is currently it is an absolute waste of time as i have to go back into the program to get the info required, surely it wouldn[t have taken 5 minutes to add the required info to the form, it is a data base ?
Libby: Ok one moment I am bringing the report up to see if we can customise it.
Libby: Sorry you can not customise it you will have to go back to the software to do that or print a report for the supplier with this information on it.
Lee Grainger: Please advise me how I cancel my subscription and get a refund of the money paid, I don;t think i can continue to use MYOB if I have to do most of the reports by hand?
Libby: I will just talk to my TL.
Libby: Do you have something form the ato to say this is required because it it was required we would have put it in the form.
Lee Grainger: You are Joking right?
Lee Grainger: The form asks for payees ABN, PAYEES NAME, SURNAME OR FAMILY NAME, PAYEES ADDRESS SUBURB TERRITORY POSTCODE TAX WITHHELD WHERE ABN WAS NOT QUOTED,
Lee Grainger: SORRY IS MISSED OUT ON PHONE #
Libby: Ok am just checking on somethings for you to get this solved wont be long.
Libby: Are you registered with the ATO for a business portal?
Lee Grainger: no
Lee Grainger: we tried to set it up but our server system made it too difficult
Libby: If we were then you would be able to upload the file straight to them, the file is different to the form. The form is designed for your record and you can use it to help you fill out the form.
Lee Grainger: but it doesn’t help as it doesn’t give enough information, it seems as though MYOB are trying to put the blame on me because i don’t have a portal to the ato!! not good enough, not everybody has a portal to the ato!!
Libby: No we aren’t trying to put the blame on you, I was just explain that you can do that.
Lee Grainger: so are you able to help? or can i get someone to tell me how to get the refund on the support so i can cancel,
Libby: I will jsut see about the refund for you.
Lee Grainger: thankyou

Libby: Wont be long.
Libby: I have talked to my team leader and I am sorry but we can not give you a refund because the system allows you to upload the file and the one that is printed out is for your record and the form that is printed out is for information purposes and will not provide all information to complete the required form you are talking about.
Lee Grainger: thanks for nothing, please note i am going to the media on this as what you say is just ludicrous
Lee Grainger: i should be entitled to the rest of the support not used until May 2014
Libby: I’m sorry you didn’t get the answer you wanted today but I have done as much as I can to help you. I can provide you with a report to print off to get that extra information if you like?
Lee Grainger: yes please
Libby: If you go to Reports > Card > Address that report will give that information. You can customise it and only show the people that you need.
Lee Grainger: so what you are saying is that i have to go through my list of 1000’s of suppliers, subcontractors etc to find the correct ones, tick the box to create the report
Lee Grainger: that list shows, customers, employees as well.
Libby: The other option create the taxable payments file and open it in note pad, it is quite hard to ready that way.
Lee Grainger: please find our about the refund for the additional support to 2014, i want to have a clear answer before i go to consumer protection.
Libby: Sure thing.
Libby: Will find out now for you.
Libby: We can refund you but if we do you will need to go back to v19.7
Lee Grainger: i will speak to my accountant, he wants us to move from myob anyway, so i will contact the support team again after i have spoken to him

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