Sage News and Discussion

Sage Support One of my ""Certified Consultants"" for Sage 100 called support today and was told our support agreement had expired. I was thinking they read the 7 as a 1, since it expires in July. I also have paid all the Certified Consultant fees for 2014. Who knows what their records say? I decided to call the support line myself. When did they start giving the option for English or French??? I would have thought in the US they would have an option for Spanish. I hung up. Oh, and the native Business Care honeymoon is over for me too. Not only are these people as lame as the contract ones, they are totally inflexible on dates - just like 15 years ago. You miss the expiration date, you have to pay the reinstatement fee. 2014 was looking really good - yesterday.

That happened before to you right? Are you sure they looked up the ""Real"" John Hoyt?

It seems to happen at beginnings of months. Maybe we are on subscription. Pretty soon it's going to be the Real Pissed John Hoyt!

I spoke with our PSR and she said in a nice way that our accounts seems to be all screwed up. Hmmm . . . I knew that. And I learned something today - only the Certified Consultant fees allow anyone to call in, not the Partner Authorization Plan. This means they are now enforcing the call-in policy, but I am not sure what happens if you call on a customer's Gold Plan. Anyone know? I sure hope they have a new training and certification to add to my Consultant Manager cert under Sage U for how to figure out what your certifications actually mean.

There is a positive here - our PSR wished me a Happy New Year. (Must have been on the script.)

I had a similar problem this morning.

That your PSR wished you a HNY?

Hey, Sage, don't mess with us. We're as mad as hell and we're not going to take this anymore! And we're quick - too much sleep yesterday.

Resolution: ""Sorry for the delay. The Sage 100 ERP support cases are now available."" (But don't use them all up, or it'll cost you.) Thank you, 90 Minds, for being here, so I can avoid putting holes in my new office walls.

I called and tried to use a customer account # (asI believed we were supposed to). They asked me for my partner number as well.

So is the way around that to list yourself as one of the customer's contacts?

I'm not sure whether we were charged or whether the customer was charged. My guess is that if you has 7 people at Sage you'll get 7 different answers on what the rules are.

I have been told that if I give support the customer number of the company I am calling on, the case with be No Charged to ME... Not sure if it is true or not as I don't count my support cases any more.... But several support techs have told me the same thing.

@JeffSchwenk Does the person calling using the customer number need to be a certified consultant? If so, then anyone who is not should be included on the Gold Plan list for the customer. If that ""loophole"" gets closed, then you can sign up for a single user subscription for $99 per month which includes the Gold Plan and pass on the cost to the customers. No certs - just the subscription account number.

Honestly, I don't know. Due to the limited size of my World Organization, I am the chief cook and bottle washer. you name it. So it is irritating to me that I have to pay to wear all the hats (and pants) in the family. I am the main (only) caller and I have never been hassled.

When calling Sage Support, first give your Partner ID. The they will then ask what customer are you calling on behalf of. Then give the Customer ID if they are on support. The Customer will be charged. If the Customer is not on support and I have to call Sage, i tell the customer upfront it is going to cost them $175 for a Sage support case in addition to my support. Ever since the new Knowledgebase has been in effect ( basically useless) I have told support that the Knowledgebase has come up blank when searching and I would hope that there would be no charge to either Partner or Customer. They have given me a no charge case every time.