General Consultant Discussion

On the telephone with General Customer Service for ""all of Sage"" (North America) and am being told that unless you are added as a contact to the customers account, only by the primary contact, you can not discuss anything for the customer. Has anyone received any notification on this new change?

I assume you are the ROR, but if you are not, then I can understand it. We have not encountered this with any of our customers, and we do not add us as contacts to the accounts. There are many new people from Sage, so it could be that. I would take this up with your RSM.

Yes, we are the ROR. She refused to transfer me to the RSM since I wasn't on the customer's account ;}

New to me. For the FEW times I ever call for support, I could tag the call to the customer account and avoid the support call charge to my account. back when they went to the new portal, they required the customer to specifically allow their cases to display on your view of their account (some lawyer BS was the reason). Your issue is a new issue to me, but what can I say - This is the new improved Sage....

Exactly! @JeffSchwenk

To quote a term from @JeffSchwenk - it's all BS!

I have gone under the assumption that only the customer can add/drop licenses if they are on Sage 100c or any subscription. Were you calling for technical support or for some other matter like changing a contact or updating an address, etc?

I was calling for them to regenerate keys - new keys to add VI kicked out Payroll. It is now resolved, without new keys, they said it wasn't registering properly on their end.