Sage 100

First customer on 100c that has expired. ""We can't do anything in Sage."" Well, duh!! They expired back in November. I didn't realize they would have so long without problems. Anyone else experience this yet? I'm assuming a new payment authorization form will do it but I reached out to our renewal guy to see how they handle this.

Curious did they get any messages that expired ? Interesting they got 4 months

Actually, now that I look closer, they DID renew in November but for some reason, it is saying their subscription is up. Did it not phone home correctly?

I had a client that expired beginning of January, but we didn't realize it until we tried to do 1099's and it stopped us at that point. Can they do inquiries ins Sage? Does that part work? Diane--my client didn't get any messages (Standard version).

I had payroll subscription that expired and we only caught it when we got curious why no commission came through. I do not think Sage has (a) reliable method for handling this and (b) in some cases has incomplete or poor contact info and (c) customers are used to ignoring Sage so it's probably difficult for Sage to get through on the phone. I made it abundantly clear to Sage at MOTM that sales ops are a huge issue. All I got was a lot of fingerpointing and an explanation that someone new in sales ops was hired.

@ThereseLogeais go into the setup and try refreshing keys manually

That's my next step.

I have seen similar problems and almost always I have to call Sage support to resolve. A contact at Sage that has helped me is Lawrence.sunderlin@sage.com but he will most likely tell you to contact support - he can however at least determine if there is an issue

Nope, that didn't do it. Guess a call to support - ugh...

In a pinch put your keys in there to get the customer up and going - then once new keys are available circle back and update.

What does the portal have for expiration date?

And I believe someone in the audience called them out on the sales operations FUBAR as well. They are well of aware of the issue. If only they had a workable solution.

11/20/2018 Tried editing and activating the registration - which says it was successful - but the expiration still shows as 8/2/2014. Support says their 'guy' isn't responding.

2014?

Yep.

As an aside, I think @NicoleRonchetti posted a few months back that DFDM the key is not advisable. I can't recall specifically what occurred but I think she may have had to roll back that particular file.

My client's CC had expired (this is payroll sub) and according to them (grain of salt) they never got a warning or a call from Sage to update the CC.

Curious...do they have access to the Reports menus or did they truly have access to nothing? When you do the key update, make sure you click Edit, Activate and then exit Sage completely and go back in to check the expire date. We have seen it where Sage's keys server had different expire dates for PR Sub than the portal showed. Sage had to correct the keys server and then everything activated correctly.

For the customer I complained for during the MotM session, they were on Easy Pay and Sage didn't even TRY to run their credit card at the end of January (expiration was mid-February). The credit card was the same card that had worked for years, and had zero balance, and it was only going to be a ~$350 charge. No notice was given to my client. Then after numerous phone calls when they went from the 45 day warning to 'unauthorized to access Payroll' within 5 minutes, Sage did a $1.50 authorization, which succeeded, and then claimed that the credit card didn't work. Even after giving them another credit card, it took Sage two days to actually charge it. Blood-boiling....

I had tried once manually updating the dates in DFDM and things just kind of blew up after that. I would wait for Sage support or try and email Ronnie or Chris directly.

I have a client that renewed last year, keys were updated, they switched to the monthly pay plan and have yet to pay anything. Of course, I may have to turn them in because I want my two cents worth of commission.

@ThereseLogeais - Update on the ""speedy"" Sage response?

Linda just called and she had to 'fix' the keys. I was then able to go in and Update it and the new expiration is now 11/20/2018. She questioned whether they had PR or not. I said, ""No, not anymore."" ""Then I won't mess with that. If sales wants to, so be it but they've suffered through enough today.

And everyone remembers Jennifer Warawa stating, ""send me an email, and I will take care of it""? Well, I send her an email a week ago, March 7, about a customer issue that needs addressing. Has she responded? Nope. Follow-up email sent today. I'll post another update after the next action step.

And Feldman was worried about my aneurism.....

March 18 - I received a response from Jennifer Warawa - she apologized for the delay in responding because she was traveling. She was hoping to circle back with me on Monday, but nothing yet.

I am starting to get a number of e-mails from Sage renewals saying the credit card did not work, but they send the e-mail 2-3 days after expiration. There is no evidence they have even looked at the expiration date on the credit card in advance or notified the customer prior to that. With most other vendors, they are aware that the card has expired or will expire and they e-mail the customer to have them provide updated credit card information ON-LINE. Sage, of course, appears to be in the last millennium, so customers are unable to change their credit card data on-line. Very little has changed in the last 2 years with Sales Operations or any other related group in Atlanta. We could track all of this and send the customer another payment authorization form, but that takes time away from selling product. 2 separate Partner salespeople today stressed that they need sales (from me). I expect I will get another call from Rob Larsh before the end of the week.

@BrianKelly We may want to remind Jennifer that most airlines provide GoGo Internet access, so she could have responded to break up the monotony of those flights. Also, hotels have wifi. There really is no excuse, especially when dealing with an influential group like 90 Minds.

I believe what Jennifer said was ""If a customer can't run payroll, call me and I will get it taken care of"".

@JohnHoyt - I like the way you think! @RobertWood - you may be right; I guess I took it a little further than payroll. March 21 - latest message from Jennifer - I have been working with the product team and support on your issue and based on your feedback they are doing two things, which are as follows: Engaging again with SAP/Crystal to help resolve the version compatibility issues that are causing this, and Re-examining our work arounds to make sure they work and make sense They have been working on this all week but I will check in with them again tomorrow and provide you with an update. Thanks for your patience! I am keeping my fingers crossed - Sage is at least taking it seriously...or, Jennifer and I are being misinformed.

Let me know when the window opens for wagers as I'd like to put down some $,

@WayneSchulz - You hang out at the casino. You have an ability to outsmart the house odds....

My clients lovely interaction with Sage has been - Sage charged my card twice for the full renewal in Jan and they did it again in Feb. Call and complain and Sage says sorry will credit you. 2 weeks later no credit back to the credit card. Another client emailed me saying - Johnny - we got a check in the mail from Sage and it says refund on it and it was for 2k - what is this for? I said no idea - deposit it fast!