Sage 100

25 minute support hold and counting Seems that each time I call I always get someone who has to transfer me so I suspect they've started triaging incoming support calls

45 minutes

So 48 minutes into it - Sage picks up. And then don't you know they try to pull this stunt that I reached the wrong line? They want to put me back on hold....

Let me guess - one of those words that may start with F became a factor.

I have invited Sage to discuss the reasons why this may be happening. I'm already sure that it's just me who complains so I will limit the conversation to ""why does it always happen to Wayne"".

Long hold time happened to me also. Also happens on the HRMS support line. Sage is pushing support and didn't hire staff to answer the calls.

Looks like Jim Emerick is the executive in charge of all customer support and service programs

Everytime i call Sage support the wait is now at least 1 hour long...

I'm talking to Sage next week to see what's up.

Hope it's a scheduled call @WayneSchulz so you're not on hold...

Is there a special phone number for consultants/partners with a shorter hold time? If not, maybe Sage would consider one.

@JaneCavanaugh They're going to consider the special support line right after they issue the special partner only discount code for Summit.

Sent this to Carol Vega - VP Support Hi Carol, There are a couple hot button issues with respect to support: a. Everything other than basic questions seems to require a transfer (and subsequently re-entering the support que). b. There's a tendency for Sage to ask for all manner of data to be uploaded -- which candidly doesn't seem to go anywhere and/or speed anything up. I've had one situation where I sent the data during an upgrade and never heard back on the final outcome despite several contacts to receive an update. Sending data is also a really bad idea with security breaches, etc. Both of these issues above seem to be ""stalling"" tactics designed to keep shuffling the call until someone can pay attention to it. I make sure that the customer is on the line with me so that they are aware of where the bottleneck is occurring and that we are doing our part to obtain the support to which they're entitled. This is frustrating to us because we've made offers to Sage in the past to work with our group as a paid member and they essentially waved us off with the expectation that we're to become an unpaid BPAC / support avenue for them. We have 170 people connected privately 24 x7 -- so when one of us calls it's usually because we have reached a situation where collectively the group has not seen the issue before. Hope that is helpful

I will be very interested (and surprised) to hear any sort of response from them.

Jim Emerick Exec VP of customer support and has only been there since March. Looks like he'll need to re-think his adjunct faculty position with the move to Atlanta, unless he's staying behind. http://www.marketwired.com/press-release/sage-announces-two-new-appointments-to-its-north-american-executive-team-1996553.htm

Update: Aside from initial faux concern from Sage - nobody ever got back to me to explain the problem. I believe this is an ongoing issue likely due to understaffing.