I just wanted to share a bad experience with the Customer Service phone support this afternoon.
For some reason my MYOB invoices for the monthly fee keep getting sent to an old email address, so I called Support to get it changed. This took 20 minutes and 2 departments. The first support rep said he didn't have access to change my email address, after putting me on hold for 5 minutes. He then transferred to the Tech Support department who obliged and changed the details but said I shouldn't be calling them for non tech related issues, and try during business hours. Well, guess what? I wasn't calling them direct - I got transferred from another staff member, who didn't even handover to the tech support what I was calling about, and I did call during business hours but was waiting on hold for so long. He also didn't know why my old email was receiving the invoices because it didn't show that in his system.
Are the support staff trained in customer service?
Regards,
Andrew.
