Sage 100

So I'm in Sage's automated telephone system because I need to check on the status of an existing Case. However, at the prompt where I enter the Case #, nothing happens; just dead air. So now I have to try and get to a live person. Ugh!

The Tech said it may be because the Case is too old (hasn't been touched since June). Interesting.

Did you check the ""born on"" date for the case?

Plus the Case had a status of Closed-Resolved.

Have to watch the case status! If you don't stay in touch, they will close it automatically. Did the tech state that the system was a WAD? It would seem to me that if you entered an incorrect/closed case, the least it should do is transfer you to a live person.

It didn't appear that the Case had our last communication info which was an e-mail reply to Sage, so @JeffSchwenk you may be right that they just closed it out. Tech didn't have any info about the automated system issue with the dead air. I even tried it multiple times, and from different phones in case it wasn't correctly interpreting my entry. But we know the Case # was correct. And when I got the dead air, I did try waiting a few minutes for something to happen, like a transfer to a live person or some other prompt, but that didn't happen.

Does it now count as two cases??

It wouldn't shock me entirely.

I got the same dead air on a case that was only 2 days old. Not sure if Sage had marked it closed, but it sure as hell hadn't been resolved.

I ran into the same issue. I think they have some issues with the system trying to look up cases. If it can't find it it drops out and you get the dead air. I actually stayed on for a while and 30 minutes later or so it finally hung up. I had forgotten I was on the phone waiting.

Billable time????

It's the only way I get the newsletter written...

I think I was working on two other projects while waiting for the phone to be answered. I think I am going to develop a system to call sage. Push all the right buttons and wait until they answer then play a message asking them to please wait while it calls me. Well that sounds like to much work for me to program. I think I will have my two year old just sit and listen to the music and have him yell for me when someone answers.

It's too bad they don't have one of those systems where it will call you back as an option.

Careful what you wish for! They may get one to call you back at 7PM at night............

But when I ask them to do that they don't...they wait until the next day when I already told them I won't be in the office

They call me at 6:00 all the time. Most of the cases that have call backs call us after 5:00 and usually it is just around 6:00 when they do.

They are hoping that they can leave a message. I have answered during those times, and I ask them what they want, and they don't have an answer -- they were calling simply so the ball would be in my court. They seem taken aback that I'm actually in the office that late.

Maybe they are on the west coast and have no clue that the rest of the world has gone home... Neither explanation is very satisfying to anyone of course.

I think Dawn is right. The few times that I was here and able to answer the phone the tech really didn't seem to expect to work on the issue. They repeated what the issue was and said that they would have to schedule a time to connect.

I do have to say I have had a couple of good responses, both from Stefan first thing in the morning when I submitted cases online. It does, of course, depend on the tech you get. There's nothing I dispise more than having to teach the tech...