Sage 100

Expired Subscription Message Customers are starting to receive the message: Your Sage 100 subscription has expired. You can continue using the software for 45 days. Please contact Sage before 9/10/2017 to renew your subscription. The expiration date is actually today. It's Sage's responsibility to make sure the credit card is current. They claim they call, but I'm not sure they are persistent enough, plus they could contact me any time to confirm. I find this to be very bad customer service.

Just like they claim that they are working on getting the commission issues straightened out (for the past NINE months). Same on Sage! While the people in DC do it with a straight face, it still doesn't make it right!

I have been concerned about this since the beginning. In fact, the whole entitlement server is a joke for a company like Sage (holding company) that claims to be a publisher (software development company) with no skill-set for deploying a cloud mechanism like this. I'm afraid that we will be relegated to customer service reps sorting this sh*t out for the rest of our Sage lives. Ugh!

I have complained about the innumerable emails that clients get for switching to c and upgrading to ADV. Confusion reigns supreme. NO one knows how to communicate effectively with the end user (or with the channel for that matter).

@JeffSchwenk - have you been to the Atlanta office yet? You should visit...you'll understand why it is such a mess once you do. :-(

Sage responded that this customer's subscription will renew automatically via CC tomorrow. So why have the message? The customer already understood it would renew, but now they took time to e-mail the consultant, who then e-mailed, I checked the Portal to confirm dates, and e-mailed Sage. Now I have to e-mail the consultant and customer to not worry about it! They also have Payroll, so Aatrix has messages also!

Well since Sage didn't see any value in bringing key personnel from that office to Summit (really??), why should I bother going there? And FWIW, I met with my regional manager for roughly 10 seconds as she was walking to some place more important (maybe the bar where free drinks were being served).

@JeffSchwenk Your regional manager isn't even qualified to answer the phone in Irvine (where there is now no one answering the phone).

I talked to Sage about this today, their service team is aware and working on a fix. No ETA was given.

What about the fax machine? Is that still alive and running or did they get something from 2005 working so we can submit secure credit card information??

This sounds like the error. In both cases, it looks like the fix is to load either the 2016 or 2017 latest PU. https://support.na.sage.com/selfservice/viewdocument.do?noCount=true&externalId=80658&sliceId=1&cmd=displayKC&dialogID=100809&docType=kc&isLoadPublishedVer=&stateId=100811&docTypeID=DT_Article&ViewedDocsListHelper=com.kanisa.apps.common.BaseViewedDocsListHelperImpl

I couldn't agree more, so much lost billable time spent doing their job is frustrating!

As promised, the subscription was renewed for a year as of today. It's the message that is creating the problem and taking us away from more important tasks - like selling Sage products.

My customer had stopped using payroll so I had to use that fix for NFR and deactivated users. She still shows Aug 1 but the article says we're good. If you are receiving a warning that your payroll has expired and you have ## days to renew, we are working to change the expiration date on our end and expect to have it in place shortly. You can continue to use payroll, and once the change is made on our end you will no longer receive this message. Please contact your Sage business partner or Sage sales representative to select a new payroll option and to get set up with the correct subscription tier. If you are on Sage 100 versions 2015.5+, 2016.2+, or 2017 and you are connected to the Internet, you do not need to do anything. oThe software will retrieve your new expiration date from our server automatically. If you are on Sage 100 versions 2015.3, 2015.4, or 2016.1, please reference KB article 83158 in Related Resources and apply this patch. oOnce installed and connected to the Internet, your expiration date will update automatically. If you are not on one of these supported Sage 100 versions, you can continue to see your Payroll module, but no future updates will be released for those versions. If you do not have Internet access, please contact your Sage business partner or Sales representative. If you choose not to subscribe to Payroll, after August 1, 2017, your software will enter into a read-only state where only selected inquiry and report programs will be accessible. You will not be able to process payroll, direct deposits or e-filing without a current subscription. Note: If you continue to receive the expiration message after the applicable steps from above, please perform the following: 1.Open Library Master, Setup, System Configuration. 2.Access the Registration tab. 3.Click, Activate button.

@Jeff Schwenk, they're quick to point out they have Docu Sign now, as long as all the licenses aren't in use. :-P

I just returned from the California DMV, and they seem to be more organized and computerized than Sage.

https://90minds-com.socialcast.com/messages/36717557?ref=stream

I've had a dozen correction and missed commissions made up this month once I pointed them out. You must reconcile! And the Maryland MVA does better too.

I have a customer who earlier this year converted to QB without telling us and now does not want to renew their 100c subscription. They are also locked out of Payroll, but all else has read-only access. Response from Sage: With the Payroll module they will not be able to access it at all if they are not on plan. It completely locks them out and Support will direct them back to us to get them on plan. The data is of course on their server but they have to be on plan to access the information through the module itself. We never understood this, and it seems like a wrong answer.

Agreed, not my takeaway from our training. But this may explain why they have a separate hotfix for those who deactivated the PR module. That never made sense til you share this. Deactivated customers have read-only and don't pay the subscription.

@JohnHoyt You should confirm that they can't run reports from PR. Payroll read only really isn't read only as we would think of it, it's only access the reports in PR. You can't get into EE maint, etc. I had a call with Linda Cade recently about payroll read only. Found out that if the client let their PR Sub plan expire before they switched to a 100c plan then they will not have access to PR at all (no patch will help them). Sage suggestion was to subscribe them to the lowest ""monthly"" PR tier then cancel it after you gain access to PR. If they let their PR Sub plan expire AFTER they were on 100c then they had access to PR reports only (patch might be needed depending on version).

Thanks @JennySearl - I'll let them know. My opinion is that Sage is going to start facing some legal issues with this one. Sage knows that customers do not read the EULA and other documents, and Sage changed the EULA year after year without any official notice directly to customers regarding this. This particular customer has 6,000 employees and is in the music industry. The film and music industries have no shortage of attorneys to assist them.

I have read the notes in the Payroll Subscription order documents and the EULA that applies. There is nothing that distiguishes between modules with regard to Read-Only status. It states: ""You will continue to have access to data you entered before the conversion but will not be able to enter new data."" (Sage employees are telling me that Payroll is different and you cannot access it unless you are on plan.) This is not going to end well.

It's supposed to allow read only access if you're not on an active plan.

Linda Cade has responded today and is finding a resolution. Her comment was: ""The customer should be able to see their payroll data in ""read-only"" mode.

The official definition of Read-Only Access for Payroll (from the KB): READ-ONLY ACCESS for Customers who no longer own the Payroll Module: Customers who no longer own the Payroll module will have Read-Only access to their Payroll reports Payroll read-only allows access to most reports under the Payroll > Reports menu as well as the Quarterly Governmental Report and Employee Totals Verification report under the Payroll > Period End menu Our customer is on v2017, so the program fix is LM5017T. Many thanks to Linda Cade, who responded to me Friday afternoon when most Sage people were already enjoying their long weekend.

Thanks also to @RhondaMcNamara and @JennySearl for answers on this recent incident.