I just wanted to provide some context for the recent comment from a
frustrated “CPA accountant in public practice”.(7 August, item 24)

The release of MYOB’s
Accountants Enterprise Tax software introduced new technology to a segment of
MYOB’s public practice clients – that is, this issue is specific to a portion of
accounting practices, and not to all the many other types of businesses using
MYOB software. However, there have been some issues that are affecting a small
percentage of accounting practices, and a single unhappy client is one
too many for us. MYOB is very focused on addressing this for each and every
client.

We have been in continuous
communication with the affected clients and we accept there has been grounds for
frustration (not all of which have been in MYOB’s control). We have done a
number of things to help the clients through this, including: adding more people
to our support teams; developing updates for the software; providing free
training sessions; and providing online access to the same knowledge base that
our technical support use (and thus reducing the need to talk one-on-one with
our support team).

We are working
through the remaining issues with individual clients. We are disappointed that
in this instance that we haven’t delivered our usual high quality customer
experience. That has just ensured that we’re working even harder to make sure
that every one of our clients is working effectively in the short term, and
indeed very satisfied with the software in the long term.