CUSTOMER ON SILVER SUPPORT SAYS SAGE NOT TAKING THEM SERIOUSLY ENOUGH
My customer (MAS 200 Ver 4.4.8 - 65 users) just had their first experience with Sage Silver support. They of course had to have their new customer number so they called me to get it for them. Then they called Sage Support (10:15 AM EST) and was on hold for over 20 minutes and hung up. They called again at 1:30 PM and the phone was answered by a ""representative"" not in support and just filling in who ""confirmed"" the customer's identification and then was put on hold for so long that he hung up again. A little after 3:00 they stayed on until someone answered. After describing the issue, Sage scheduled a call back time for the next day. End of day 1. 15 minutes prior to the call back, the customer received a call that the case was escalated and Sage didn't have an answer yet. They would get back to them. End of Day 2.
This morning I got an email from the customer asking me to followup with Sage on the case because they didn't think Sage was taking the case seriously enough. I did call and was told by Vicky that the case was assigned to Damien and I would have to talk to him. He was on another call and would have to call me back. That was at 9:30 this morning and here it is 3:00 PM and neither the customer nor me have been contacted - three days after the initial contact.
In the meantime, the customer and I discovered a workaround but Sage doesn't know that. If this is how they are going to handle the Silver support cases, we don't have too much to worry about in the long run; its the short run that we have to get through.