Another Disappointed Customer""
One of our customers is getting double billed for his monthly payments on his Gold Plan. It's not just the same amount (which would be double), it's another higher amount charged exactly 13 days later (for 3 months). So, being proactive, he decides to call Sage about it. He could have called me and not had the experience he had, but he chose to complain to me later. I don't think this is ""the Customer Experience"" Sage told us about at Summit.
By way of his e-mail sent directly to Pascal Houillon, this was his experience (subject line ""Another Disappointed Customer""):
""Hello Pascal Houillon,
I am extremely disappointed with Sage. I have called Sage several times with no results. It takes over 15 minutes on hold to get transferred and then you wait even longer. At some point, someone from the Philippines answers. Of course my issue is not resolved, I only have to wait longer on hold to see if my account rep in Atlanta is available. Now you would think that it is okay for the rep in the Philippines to communicate my new reps contact number so that I, the paying customer can call this person directly. If you agree you would be mistaken, they are not allowed to communicate this information. And my rep is not available, so I wait longer while they look for another rep. At this point, I must take a business call while I am on hold. While I am on this business call, the Sage rep in the Philippines answers I ask her to hold while I finish up my business call and she agrees. A minute late she disconnects. In the meantime, I have now wasted over an hour of my time to discuss the renewal of our Sage Gold Service Plan. So I call back and end up holding for 10 minutes to get to a rep. I then ask for a supervisor - 10 minutes later I get a supervisor. She understands my frustration and tries to get a supervisor in the USA. No luck, 28 minutes later I give my information to the supervisor and hope for some future resolution. By the way, I might add that we are supposed to go to the front of the line when we call in and need assistance. What a waste of almost 2 hours!
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My customer doubts he will hear back from Pascal or anyone else. I told him that Pascal would ask one of his staff - ""we have others that are disappointed?"" I sympathized and thanked him for the good laugh - we both laughed, since it was such a ludicrous situation. I'm now wondering if anyone will call me about this. (I'm doubting it.)