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Let me Rant

  • 1.  Let me Rant

    Posted 09-30-2019 16:20
    Client has been told by Sage Support via phone conversations to keep their software product updates "up to date" via Sage Advisor.  They went into the Sage Advisor and saw both a payroll update and a Sage v2018 PU8 update; so they installed both.  But... they have JobOps and can only go up to PU6 with JobOps.  Next call they made was to Sage Support.  Support suggested it may be something their re-seller did for them causing the issue and to try putting back PU2 (which is not possible).  

    Long story short, we (the reseller); had to assist them in restoring their v2018 PU2 for a Wednesday of last week backup.  I don't like Sage Advisor, and think it should "not" push out updates that are not compatible with the products the customer bought.  They bought Manufacturing from Sage Software, and either they need to fix advisor or make the PU's compatible at the same time. 

    ... stepping down off my soap box now.


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    Madeline Stefanou
    RKL eSolutions, LLC
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  • 2.  RE: Let me Rant

    Posted 09-30-2019 16:30
    Last week I had a call with someone at Sage (about upcoming KB improvements) and, chatting after that discussion, SAU was on my hit list... explaining just this type of nightmare scenario.  I pressed that SAU should be an optional install, not forced, and she seemed to consider that as a reasonable request. 
    Having a Sage support person so blissfully ignorant of real world considerations is... unsurprising.
    SAU should flat out not do anything if there are 3rd party enhancements on the system.  Pop-up text warnings are useless.

    ------------------------------
    Kevin Moyes
    Technical Systems Analyst
    Munjal White Consulting Co.
    Toronto ON
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  • 3.  RE: Let me Rant

    Posted 09-30-2019 16:30
    Loved the quick read and your frustration is just one saga in the daily sage of SAGE that I am sure we all feel at times.

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    Douglas Luchansky
    ACI Consulting
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  • 4.  RE: Let me Rant

    Posted 09-30-2019 16:36
    I always uninstall it and have never had issues with keys as a result.

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    Mary Jo Krueger
    Senior Software Consultant
    CLA (CliftonLarsonAllen LLP)
    Appleton WI
    920-996-1176
    ------------------------------

    Original Message


  • 5.  RE: Let me Rant

    Posted 09-30-2019 19:13
    Ditto  - uninstall SAU & PEP.

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    Moira Goggin
    Executive Director
    90 Minds, Inc.
    ------------------------------

    Original Message


  • 6.  RE: Let me Rant

    Posted 09-30-2019 22:55
    I uninstall SA and disable PEP immediately after initial install. If I ever see it running in the system tray, I uninstall it and disable PEP giving me at least 2 good deeds for the day.

    ---------------------------------
    Bob Pfahnl
    General Manager - Silicon Valley Office
    DSD Business Systems
    CA
    408-641-0922
    ---------------------------------



    Original Message


  • 7.  RE: Let me Rant

    Posted 10-01-2019 05:22
    I hope you’ve sold them on a support plan direct with your firm and explained the included Sage plan is more a basic emergency backup help desk.



    ---------------------------------
    Wayne Schulz - Schulz Consulting - 860-516-8990
    ---------------------------------





  • 8.  RE: Let me Rant

    Posted 10-01-2019 08:24
    The purpose of the Sage support plan is to help us sell ours...

    ------------------------------
    Phil McIntosh
    President
    Friendly Systems, Inc.
    Asheville NC
    678.273.4010 ext 5
    ------------------------------

    Original Message


  • 9.  RE: Let me Rant

    Posted 10-01-2019 08:45
    BTW, I do not let Job Ops off the hook here either. In my opinion, if you are an endorsed solution you need to support the latest releases - including all product updates - within a 15-day timeline of Sage's release.

    ------------------------------
    Wayne Schulz - Schulz Consulting - 860-516-8990
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  • 10.  RE: Let me Rant

    Posted 10-01-2019 08:55
    You actually made me giggle today Wayne when you suggested a 15-day timeline for JobOps versions to be compatible.  I'm curious, "Who" should I email at Sage to inform them of this situation.  Not that it matters, but I feel they "need to know" and they  either don't know, or they pretend they don't have these situations.  ​

    ------------------------------
    Madeline Stefanou
    RKL eSolutions, LLC
    ------------------------------

    Original Message


  • 11.  RE: Let me Rant

    Posted 10-01-2019 08:53
    This client has a "pay as you go" contract with us as their reseller.  They are a small family business that has never before experienced a failure of this sort.  I can't uninstall Sage Advisor, they prefer to download their own Payroll Updates.  Although they are probably gonna be squeamish from now on.  Their point of view is different, they pay subscription pricing for software that Sage tells them can always be at the latest and greatest version level, however; that is not true.  The support team they spoke with never advised them to "backup before an install", and advised them that it should be easy to uninstall a Product Update, after the fact.  
      This did bring to light that they keep their backups on site; so not really "disaster recovery" if the backup media is inserted into the actual server.  I hope this brings to their attention that a "real disaster" would be if that backup from last week did not work (they never checked it or attempted a restore before).  A "real disaster" would be a weather emergency that caused their server to be inoperable.  A real disaster could cripple this small company.  sigh... 
      ​

    ------------------------------
    Madeline Stefanou
    RKL eSolutions, LLC
    ------------------------------



  • 12.  RE: Let me Rant

    Posted 10-01-2019 11:36
    If they need Sage support to tell them to "backup before an install" then they should not be doing installs, period...

    ------------------------------
    Phil McIntosh
    President
    Friendly Systems, Inc.
    Asheville NC
    678.273.4010 ext 5
    ------------------------------

    Original Message


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