General Consultant Discussion

BEWARE! One of Sage's customer service people forwarded our partner order confirmation from last year to one of our customers. This came about when the customer called Sage about the 100c notice and asked what their renewal price was last year. Of course, our customer assumed that we've been overcharging them. It's taken some time to explain and sooth them. Sage says that they can't identify which rep did this, but are committed to making sure that their customer service group is properly trained.

So we are the bad guy if customer thinks WE are overcharging them but it is OK if Sage raises the payment bar??

Sage emailed a Sage 100 Advanced invoice, from a new sale, directly to my customer (a couple years ago). I only discovered it because customer forwarded me the email. Don't know how this happens, but it does.

Don't Sage employees document everything they do? I'm surprised Sage says they can't identify who did it. I bet they can, but they aren't telling.

Yes, Jane, I agree with you. Plus, don't large companies monitor email traffic? I can only hope that they did identify the person and have done remedial training. The department supervisor, Jim Tibbs, seemed genuine in his apology. I wanted to speak to that rep so that I could explain the pain that he/she caused. Unless there is consequence, is there motivation to change one's behavior?

What do you expect when the quote/order/invoice system is mostly manual. We have to contact Sage on a quote just to be safe, we have to send them an order form (with all customer information filled out - waste of time) and they then manually enter it into their system. I suppose the invoice is automatic, but up to that point it requires human intervention and now with everything in Atlanta, we on the West Coast have to watch the clock to make sure it isn't past 2:00 PM. Finally, the order probably is manually entered into the portal and updating our tier is also probably manual. It's a large company with a Peachtree mentality.

@JohnHoyt , you are entirely too kind to Sage. You left out that the customer is asked to complete a paper form and FAX it to Sage. And that's not even the best part. Then your _**Sage rep asks you to advise them when the customer has faxed so they can go stand by the machine!**_ LOL. No, really - LOL, LOL, LOL, LOL, LOL, LOL, LOL, LOL, LOL, LOL, LOL, LOL,

I knew I was missing something, which is what Sage always asks me - where is the payment form? LOL!

I had a customer fax in their renewal paperwork on Friday. Sage couldn't find it. Well, it was mysteriously found after 20 emails back and forth with them. Gawd.

Sage owns a payment processing company. They write about 15 versions of accounting software (and that just counts North America). They can't figure out a way to embed ""click and pay"" on a quote? **Answer:** Nope.

I spent about 15 hours (that I can't get back) two weeks ago trying to get one client signed up for the Payroll Tier Subscription plan. My client's reaction to the fax request was ""If this is the way SAGE handles their own sales, I'm worried about the way they will handle my critical payroll processing, W2's, Direct Deposit, etc.