Sage News and Discussion

Who would you contact at Sage to assist a customer in changing the primary contact for their account? I have a customer who many years ago, broke off from his former company and started his own. He bought a new licensed Sage 100 and the original company continued to use the original Sage 100. Somehow, the email of one of the employees from the original company is still the primary contact on the new(er) company and the owner has tried many times to change it. His maintenance renewals are still going to the former employee. He talked to someone from Sage who had him complete a change of contact form but all that did was correct HIS email address. He is just frustrated and asked if I had any leverage with Sage to get this done. Who would you contact??

anne.seidel@sage.com - I have had significant trouble getting her to respond to me or to customers. Good luck.

Thanks @WayneSchulz . Now if I could only get on the portal to pull up the two company records. Anyone else having problems with the portal??

There is a form for these changes - not a change of contract, but authorized contacts. I always contact my sales advisor to discuss changes such as this, and she gets it done. I'm not always sure what she has to do, but I never have an issue and I get immediate response.

@ThereseLogeais I'm getting those errors pretty consistently in Google Chrome. Sometimes opening an incognito window and re-entering my login works. Every time I just shake my head at how badly Sage was taken for a ride on their new system.

Next time you're selling against SAP, show the prospect the Portal. (Sorry, @GaryFeldman.)

I have found the most consistent good behavior with IE10, compatibility view. Chrome and IE9 seemed to be flakiest. Of course, I am just talking about this past week.

Anne Seidel replied: ""Our Sales Admin handles contact changes however they must be sent in with the signed Authorized Contact form or the customer can actually make the change themselves, which is really the best way to go."" Like that'll work.... Here's the admin team email: SalesA@sage.com

Sounds like time for another public shaming on LinkedIn...

Well, after connecting to the customer to see if I could help him ""make the change themselves"", it appears there is nowhere on the customer portal to even access the company contacts page, only his own profile. I'm guessing it's because he isn't the primary contact. I've asked him to email the Authorized Contact form to the sales admin address and to cc me on it just so I can make sure he gets this done.

So in order to change the primary contact you have to BE the primary contact?

That's my guess! The only contact info he could see was his own profile. I haven't been in the Customer portal much but I know in the partner portal, I can see all contacts for our account and have access to portal administration.

Give it a day then if not resolved suggest that the customer email Brad Smith and mention the people at Sage and how they haven't seemed to know how to handle the situation. brad.smith@sage.com

FYI - SAP just upgraded their portal to run on the HANA in memory database. So far not much difference except things that used to work on IE are not and Chrome is working better. @JohnHoyt I don't sell that SAP, I sell the one that works well!

OMG, guess who can change an end user's primary contact?? The partner!!! I couldn't add or delete contacts but for the primary contact only, I could edit it. I couldn't delete it but I was able to deselect him as the primary contact. I then had the option for New and while it created another contact for the one who SHOULD be the main one, I was able to change it to him. (He is now listed THREE times for his company.) Talk about convoluted!

I'm feeling empowered!

Final they give us the power!!!!! Now if onlyy i could figure out Atlas....