Sage 100

Has anyone called Sage Support lately? It has been some time since I called Sage. Lower your expectations.

You had expectations ??

Bring up your concerns at Sage Summit this year. Wait.... never mind.

I think I have called Sage Support twice since I joined the 90Minds. Why call, wait and then be disappointed when the Minds respond quickly and have the right answer the first time AND they don't need a copy of the data...

or ""Working as designed

Gosh I thought it was ""Working and (then) Denied"".

It's discussions like this and the one on Sage Summit that should be transcribed, permissions granted for release, and sent directly to Nancy Harris. She needs to be enlightened by the enlightened ones of the channel.

I'm not criticizing the support staff at Sage as they were very pleasant, calm and care about what they are doing . Their challenge is depth of expertise and time to develop skills. Two didn't have access to PU1 for 2018 or payroll 2.18. Surprising that tech support didn't have access or was unfamiliar with software that had been released. Stragegically, Sage wants closer connections to the end user (silver and gold plans), yet isn't investing in infrastructure to support that business model. Is this how software applications and publishers die?

Or perhaps it's how they move the users to the Sage Business Cloud, where there is only one version.

It is how many companies die. Nonverbal communication is what counts. They may say they want a closer relationship with the end user whereas the reality is they want to charge for perceived additional services. When the customer doesn't agree the price of the service is fair, they look elsewhere.

I've had decent responses posting questions / bugs on Sage City, which isn't really read by 1st level tech support. The only reason I call Sage is to get to level 2 & 3 for something really complex... not routine support.

I called in the last week for a new installation Payroll key issue (another discussion here) and was not happy. I don't think anyone ever gets right in to talk with someone - must always leave a call back number. We sell customers on Gold Plans - I can't imagine they are happy about this. I wasn't. I was going to punch the wall in the customer's computer room, but noticed there was already a hole from a previous person. Then after I was called back I spent 2 hours with no results and a follow up of at least 1 hour and no results. I went above them and got it fixed. It would be different if the KB had all the answers.