Sage 100

Does anyone else have difficulty contacting the Sage FAS group or understanding who to contact, especially when extensions changed and people are no longer there? Apparently the Pro Login and info on that site is out of date, so there is nowhere to inquire on current status. Since I don't call them that often, it's always a new adventure. Any hints?

Call the main line and opt for Sales who will give you their new customer number. If it's for support, you will then you will have to wait about 30-40 minutes....

I think the number is 800-331-8514

Thanks, Therese. Do you find them more difficult to reach compared to Irvine? If I lose my memory and have no CRM, but know the main number in Irvine, someone actually answers and can find anyone I need usually.

Yes but they've always been difficult to reach, in my opinion.

FAS has always been hard to get through to a human.

What kills me is, you call and select the Support option, wait, then find out you need to call Sales to get their customer ID then get put back in the support queue. Geesh!

Good, it's not me then. I'm thinking the bureaucracy of Washington has some affect on them.

My client was complaining about the situation this week.

As with many consultants in this group, I find it difficult to be patient or shy, so I contacted Donna Armstrong, who I knew when she was at Microsoft, and is now a VP Sales out of Irvine and involved with several products, including FAS. She said there have been many changes at the Virginia location, but they welcome feedback on how things are running. She has now given me two higher up management contacts there, so I can review my experiences with them. Please continue to post issues you have, and I will pass them on and post any resolutions or changes planned to streamline our experience.

Well, for one, I have a customer with a 2006.1 FAS Gov product that they have paid maintenance on every year but have not received any upgrade media. They now want to upgrade but have to go to 2007.1 or at least 2008.1 first. Problem is, they DON'T HAVE THE MEDIA and Sage won't provide it. They supposedly escalated my support case to Professional Services who were supposed to contact me within 24 hours. Let's see, that was January 10th and I have yet to hear from anyone! Ask your higher ups what my customer is supposed to do next.....

By the time you get this figured out you'll probably be reading a press release that FAS has been sold. I'm only partly kidding.

Last year the FAS group sold the wrong version to my client, agreed they had done that, billed client and billed me. It two months of climbing the sales food chain to get someone to credit the original sale. Very nice experience.

So I had made a backup of this customer's FAS Gov db and I thought, ""Hmm, what if I try restoring it to a 2009.1 regular FAS install?"" Did so and was able to open the company just fine. ""It can't be THAT easy."" Tried running the depreciation expense report but it opened a completely different report and it appears that is the only report available - no matter which report I select, the same report window opens. This may not be a good install of FAS - I only used it to convert a db - but I'm wondering if it is because it is the Gov version? I opened the demo db and the depreciation report printed fine. I'm thinking I was right - ""It can't be THAT easy.