Sage 100

Is anyone else hearing from customers that Sage is not answering the phone or returning calls when the customer is trying to renew their subscription or update their payment information?

This is a very painful process all the way around. They are not creating much goodwill.

All the time. No answer for me, either. #NoRespect

I have not noticed any better/worse. It's the same lousy experience. I'm with Alan. And I have no idea how we can assist the customer with reviewing that their annual invoice is accurate since they automatically are charged via CC. The best I've found is to tell the customer that if Sage increases more than 10% to let me know. I am receiving some advance info on what the renewal is for 100c in Y2 but that doesn't really help me do anything unless I know what the customer paid via their CC in Y1. Very frustrating. I am so so tired of explaining ""no, it's not a cloud product"" and answering the ""hey, Sage just sent us a bunch of emails with new activation information - what should I do? "". This process went from me believing Sage was going to manage most of the transition to realizing there is absolutely no plan and that the local partner continues to serve as the ""neck to strangle"".

This seems like a good topic for the Partners section of Sage City. https://sagecity.na.sage.com/support_communities/sage_partners/

When I send email directly to people who are charged with resolving some of these issues and that email goes unanswered then I have little faith that using the forum will produce any different results and if I'm negative enough the next call I receive is from the home office wondering why I was so negative and XXX from Sage Atlanta is butt hurt due to some element of truth that I posted. BTDTGTTS

And Atlas portal has been down as much as its been up today. ""butt hurt"" :-D

The forum is semi-public, so they seem to pay attention to the ""appearance"" of taking complaints seriously. These problems are systemic / cultural and dealing with process champions who know how to navigate the maze of red tape is great... until they leave / are unavailable. Sage needs to take admin nightmares as potential loss to revenue. Hurt feelings be damned. If one person is too busy to respond and there is no process to deal with it, that is a broken system. If they are understaffed... stop pushing the (unpaid) burden to smooth things over with the client onto partners.

Working with sage 50 user on moving to 100. Major complaint is that no one from 50 ever returns his call.... Might land account due to sage's piss poor performance. So sad when you think about it.

Sage 50 was recently crippled by a Windows update and I spent 3 hours on hold because I happened to need support that very day. Some days I think they should call all the cashiers up front to clear the backlog.

I heard about that one as well yesterday. He could not get a live Sage body on the phone. Then he remembered a cold call from several months earlier of a local IT firm representing Sage 50. He called them and they spent a while getting things going....

I sent a flame email last week about Sage not following up with end user for CC being expired. Included Jennifer on it. Didn't hear from her (surprise) but from someone named **Aristides ""A.Z."" Zabala Sales Manager, Sage Mid-Market Solutions, Office: 470-275-8200 ext. 330090**. He is a new name in the revolving door. Will find out today how his listening skills are and whether he adds any real value to Sage's 2+2=5 equation...

1+1=1

AZ worked with me on a Sage mixup regarding not including KnowledgeSync - oops, Sage Alerts & Workflow - when the customer went to c. He was okay. Still equals @WayneSchulz's formula though....

Update-so, I ended up forwarding the email from our customer to my Sage PAM for help. At some point in the day, my customer emailed my PAM directly to provide additional information and not to be pushy or anything like that. Guess what? Someone from Sage called them back to update their credit card information. I'm sure my PAM was thrilled to get involved in something she was getting no commission on. I think @WayneSchulz's formula should be 1+1=0

Feel the burn...... Now PAM knows how we feel.....

Well, that call with AZ didn't go so well. He started off by saying Sage tried to contact customer but the phone number was incorrect? Really, phone number hasn't changed in 17 years and it is correct on the partner portal. How many times did you try to call? They are a retail store. Someone is available to answer the phone during the day. They should try harder. 10 days before their PR expires. Time is ticking....

I think Sage needs to update their training video - this isn't working: https://www.youtube.com/watch?v=dMqGr4A_0E0&list=RDdMqGr4A_0E0&start_radio=1