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MYOB users have lashed out at the software giant, as conflicted messages about forced upgrades and support limitations with one of its popular services surface amongst users.
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MYOB cops heat as users suspect forced upgrade
02 November 2017
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9 minute read
Users in MYOB’s online community forum, and Accountants Daily readers, have been confused by communications from MYOB, starting with an email about an upgrade with the accounting and business management software offering, AccountRight. The email suggests an upgrade is necessary to keep accessing historic files.
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Several users said the email reads:
You need the latest version of AccountRight to keep working.
You will be unable to confirm your company file in this version of AccountRight after Monday, 30 October 2017.
But don’t worry, you’re entitled to the latest version at no additional cost, and you must upgrade before this date.
MYOB appears to have backflipped in its communications about the upgrade, with the latest advice from Nick Burkett, general manager for operations and services, saying the software provider “will absolutely support clients who cannot move to the latest version.” He also said MYOB’s communication “could have been clearer.”
Mr Burkett’s statement came after some users started floating the idea of a class action.
A MYOB spokesperson also confirmed to Accountants Daily there will be no forced upgrades, and users will still be able to access their files on older versions of the software. The spokesperson said MYOB would prefer if clients upgraded for security reasons and to access improved services.
After MYOB's initial email, users were also confused by MYOB's communications to users in its online community forum.
About four weeks ago, a MYOB representative said the company is reaching out to clients currently using AccountRight Classic - v19 - to “help them upgrade” to the latest version of AccountRight.
Another representative soon after said for those who received the email, they will not be able to use the online confirmation option to confirm their AccountRight Classic files, after 30 October 2017.
Some users also said that in response to this issue, MYOB support staff were verbally telling them to upgrade their software.
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