I have had nothing but problems every year at this time. So frustrating. Here is this years story.
Dec 12 - I get a renewal notification for $800.
Looked at Staples.ca, see I can buy the same software for $399.99. So bought the software from them instead of doing a renewal. Received the download email. Download 2020.1, Go to install, it sees I already have 2019 and updates that one.
Found knowledge based article on how to Register. Go into Customer Portral using existing email and password. Profile is Blank, Product registration page is blank. can't do anything in the customer portal. Ok, I'll use a different email. Setup new account login to customer portal. Same problem everything is blank. Try a different browser, try a different computer, try from a different internet connection, always the same thing customer portal blank. Ok, Problem is on their end. Try the online chat, transcript below:
Sage Live Chat Transcript
[11:35] advanced_tool_log > Email with reconnect link has been sent to: xxxxxxxxxxxxxxxxx[11:35] advanced_tool_log > user Trent xxxxxxxxxxxx has entered room[11:35] advanced_tool_log > analyst Dylan has entered room[11:35] Dylan > Hello Trent Mclaughlin, thank you for contacting Sage. My name is Dylan. One moment please while I review your question.[11:35] advanced_tool_log > If you get disconnected click on the link to connect back to the same chat session[11:35] Dylan > I hope you are having an awesome day! I am searching for your account with the email address that you provided. One moment please.[11:35] Dylan > Trent can I get Company Name,Account ID and address please.[11:36] xxxxx> xxxxxxxxxxxx.[11:36] xxxxxx > Box xxxx, xxxx, AB, xxxxxx[11:37] Dylan > Thank you Trent and Account ID?[11:38] xxxxxx> I'm look, not finding at hte moment[11:39] Dylan > you can find your account ID by clicking: Help in the Menu Bar, then About Sage 50. Finally, click the Support Info button below OK.This number starts with 400[11:40] xxxxxx> xxxxxxx[11:40] xxxxx> anyways, I purchased a new copy of the software from Staples, instead of doing a renewal and your registration site doesn't work[11:40] Dylan > Thank you One moment while I access your account and create a support ticket for today’s chat session.[11:41] Dylan > Support Ticket (8007946638)[11:41] xxxxxxx > when I logon into customer portal the product registration is blank, so is activation, and company profile[11:41] Dylan > So there registration websit is not working?[11:42] Dylan > Did you try closing it and reopening it aswell as reloading the page?[11:42] xxxxxxxx> many times over many days[11:42] xxxxxxx > Tried diffrent browsers[11:42] xxxxxx > Tried making a new account with a diffrent email, it was blank as well[11:43] Dylan > Okay one moment let me have a lok at this for you. Where did you purchase the new copy if I may ask?[11:44] xxxxxxx > Staples Online[11:44] xxxxxxx > I don't even get to a place to enter my new serial number[11:47] Dylan > I see okay let me find out if it is down okay? [11:50] Dylan > please have a look at this https://support.na.sage.com/selfservice/viewdocument.do?noCount=true&externalId=101625 or you need to call our customer services line[11:51] xxxxxxx > That link is exactly what I follow. I login into the site, and everything is blank.[11:52] Dylan > Trent I would suggest calling in this is your best hope I do not have confirmation if the site is down or not. [11:53] xxxxxx> what is the number?[11:53] Dylan > [12/13/19 8:55 AM] Swartz, Dylan Customer Support: 888-522-2722[11:54] Dylan > Trent is there anything else for today?[11:55] xxxxxx> No, I'm no longer suprised at how poor the SAGE company is.[11:56] advanced_tool_log > user xxxxxxxxxx has left room
So that didn't work. Ok tried calling in.
I get a Message " We are experiencing higher than normal call volumes......good bye" It hangs up on me.
Try again. - This time I get a person. They tell me try logging off and logging back in and tell me they don't have any problems with the Customer portal. Anyways they end up transferring to Level 2 Customer Support. Where I now sit waiting...……………………………...
How can a company do this, if you can't even register a new purchase of product without calling their support line? No wonder there is a large call volume......
