Sage News and Discussion

This falls into the WTF category of Atlas. Thank you Sage very much!!!!!!!!! Received my July business care renewals in early June. As always, TJ knows I want them to quoted as the silver tier renewal, not the gold that Sage tries to sneak through. In March and April, I reviewed them very closely, but lately I've slacked off and only check one or two each month. I sent the invoice on 6/24 for a 7/24 renewal. The client calls last week to say that they are dropping MAS in favor of QuickBooks (of course that is what their CPA uses) mainly due to the exorbitant renewal amount (actually, they dropped MAS on 7/1) and didn't even bother to call me. So client communication is a whole nother story..... What really bugs me about Sage is the fact that Atlas is STILL quoting in error! Maybe, I should know better by now, And even worse, my client care rep blames ME for the screw up!!! I SHOULD have known to compare the quotes to the prior year #....... WTF, I have to do their job now? And to make matters worse, they KNOW they have issues with the Small Business accounts but the only way they have for fixing it is to click on each account to see if it is Small Business by drilling down into the details. To quote - ""I have to (sic) many accounts to go into each of them and review their current products"" Has anyone else heard that Small Business renewals are problematic? Currently in a pissed off mood..............

Jeff we had nearly the EXACT attitude from Sage. They issued us a renewal quote where they listed the level of support as Gold. We invoiced it as Gold. Then about 7 days before deadline - and after we'd collected - they came back and said ""oops"" that should have been Sliver and it was up to us to have re-computed the amount before invoicing the customer. They not only threw us under the bus in almost the same manner (different person at Sage) but refused to honor the pricing. We also have seen issues: - Wrong renewal $ - Wrong type of plan - silver v gold (seems to still be occurring) - Very short lead time from when we get the renewals to when plans expire - Indifference My guess is that most of the internal incentives moving forward are for Sage to close business internally and that's why we see these attitudes.

I think the frustration level is rising on the internal folks. Poor things, they have to use Atlas everyday and STILL achieve their internal quotas.............. Good thing the economy isn't any better or we would be WORSE off as the turnover rate would be going through the roof. Unfortunately, I HAD two problems, one with Sage on one with the client................... I still have the problem with Sage.

I just had a problem where Sage quoted a reinstatement and reneged when they went to give me a printed invoice to give to the customer. I'm using extreme caution in all dealings with their sales area.

Ditto on the accuracy of renewal pricing and the lateness of getting the renewals sent to clients. We're having to check every renewal and went back and found a few that had already gone out with inaccuracies.

I think it is completely understandable that they are having problems. Atlas is after all a big piece of shit for everyone - Sage, partners and customers. What is not understandable is why they don't take ownership of the problems and take care of them in an acceptable, professional manner. Bizarre. I bet their Gold subscriptions are going up nicely due to these snafus. Customers aren't going to keep renewing if they don't see something for the money though.

@JeffSchwenk I lost a MAS 90 client that I had worked with for over ten years. One of the factors that they sited for switching to Quickbooks (supported by their CPA) was the ungodly price for the annual renewal of 5 user MAS 90, GL, AP, AR and PR. Thanks Sage!

Some of my challenges dealing with Sage go beyond their computer system. I'm convinced they have too many people in the sales management area and as a result they jump at the chance to inject themselves into the sales process in order to artificially add value and/or report activity on some type internal sales reporting system.

Just another daily challenge in our ever evolving reseller role. For companies with simple needs (think core modules plus PR and low user count), QB is probably the better fit both from a price point and usage standpoint. It is all about adding value to the client's bottom line. If I did it all over again, I would not sell MAS to this particular client. They never embraced the functionality of MAS even after 12 years, liking the ""cash"" side of the business too much. Sage does make our role more challenging, but it is still about adding value to the equation.

For a few years we saw the single user counts all drop. Then the three. We'll probably next see the fives.

I don't handle the maintenance renewals directly, but the person who does has been dealing with similar issues - a high percentage are just wrong, and she's been furious with Sage. We've seen some pretty major errors - some too high and some too low.