Sage News and Discussion

I've been going through a new Sage 100c implementation and can share that, unsurprisingly, _**Sage is not any better equipped to manage or service a subscription customer than they were to manage/service a customer on perpetual**_. Unfortunately, when the EU is on subscription they largely have to make requests to Sage for any changes to their subscription. And this is where things fall apart. Sage is used to ignoring us (the VAR) and we cannot do much of anything. They don't seem to realize that customers have a higher level of expectations around customer service and response times. In short, just a warning not to be fooled by any slick Sage marketing making it appear as if Sage actually has processes in place to service these new subscription customers. In my experience, they don't (witness the fax ordering of info). Example, EU decides to UG from silver to gold level support. Sage asks them to fax in their payment info all over again to the Sage fax machine. And please let Sage know when you faxed it so they can run to the machine to check.... Be prepared -- the only thing that subscription appears to change related to Sage is you unexpectedly become Sage's unpaid complaint department and customer service desk. I have found that telling the customer that they must call Sage to make a change on their account only delays the amount of time before you must step in and figure out why nobody responded to the EU. My sense is that this level of disorganization is going to burn through Sage staff at an even faster rate than prior years. Beware and guide your customer expectations as much as possible.

What @WayneSchulz said. Totally a cluster.

Going on day 33....trying to order the Payroll Subscription for a customer. SAGE's repetitive explanation....""we never received the faxed form""! It's hard enough to get a customer to fax the payment form once...but 5 times!!!!!

The form has not been received........ What I have started doing is have the client PDF and email (or fax..) the forms to me. I then send to my renewal rep at Sage via secured transfer (e.g. Leapfile). This seems to help out. What what a PITA!! Such a pity!

I do exactly what @JeffSchwenk is doing. I have the customer e-mail me the order form and fax the payment form to my dedicated, secure fax that goes directly to my computer. I then e-mail the order form to Sage and mention on the e-mail that the payment authorization is being faxed momentarily. It works, and I know the status.

But to Wayne's point, WHY is this necessary????

@JohnHoyt You must be special.. in the eyes at SAGE. I've worked with several reps in Atlanta on this one customer order and I cannot find anyone who knows were the fax machine is...i.e. they haven't been able to find the faxed forms. I was told by one rep that the process includes a secret code from the accounting department before the faxed form can be unlocked and viewed in the sales department. So don't worry your client's info is safe...no one will ever see it.

I have a brand new 100c user (referenced in my above post) who is raring to upgrade to Gold support and said they've faxed all the paperwork to Sage yet they still keep emailing me 2-3x a day to see if the order went through. It's sad to watch this play out.

The ""secret code"" sounds made up - like fake news. I have actually not had any faxes not be found during this 100c initiative.

Sage is now pulling the ""we never got the payment fax"" --- which begs the question of why someone in sales did not respond to the EU prior emails or ask if the EU wanted to use the CC on file. I'm not making his up. I couldn't.

@WayneSchulz I feel your pain!

And let's not start with what happens when the EU is purchased and they just need to change names and form of payment. The run around in a circle is like a dog chasing its tail.