Sage 100

Has anyone tried interacting with Sage via their support chat links? If so, how was the experience? Have you had a customer try? http://sagecity.na.sage.com/p/sage_chat_links

I think I tried once and never got a reply.

Did not work for me last week.

I tried it after a client upgraded. After a couple back and forths, the support rep suggested I call in to the support line to speak to a rep. He did create a case for me, though. Might be good for 'how do I reverse a check' type requests, but nothing of a technical nature

That has been my experience as well. Anything more than the most basic of questions is assigned a case number and I'm asked to call into support. It seems the wait time on the support line is a little shorter when you already have a case.

Not very customer friendly AT ALL!!! What would improve the experience is if they create a support ticket but not resolve the issue, the support ticket should automatically be queued for a call back by a support tech, just as if you called in and the problem was not resolved. What is the value of a failed attempt at expediency. What happens is that the user is left with a bad taste in their mouth and remembers it the next time they have an issue. But then again, maybe that is a good thing at encouraging them to call someone qualified to answer the question and even cares............ In other words, their reseller!!

I have used it a couple of times and did get a response pretty quickly. Much quicker than holding for support. One was able to assist the other did go back and forth but pointed me in a direction. I think it's pretty much the luck of the draw.