Here's why...
- We have paid support contract in place with Sage. We recently had a problem when we used the Year-End Closing Wizard. Starting with the online chat, I was told to call to speak to a support representative. When you call, you can choose to hold for a LONG time, or you can leave a call-back number.
- On two occasions related to this problem, when I chose to leave my call-back number, I did not receive a call-back. Each time, the next day I called again and had to start at the end of the queue.
- On another occasion when I chose to leave a call-back number, I was unavailable to take the call. I had to call again and start at the end of the queue.
- At this point, I do not use the call-back option. Instead I choose to hold. Yesterday I had to wait on hold almost 2 hours to speak to a Tier-2 support person.
- Our problem was caused by "database corruption" which was not fixable by Tier-2 support working in the application on our server. So we uploaded a backup to Sage. My expectation was that we were moving up the hierarchy of support personnel (Tier-3?) and that these people would be working with tools not available inside the app to fix the corruption and do so quickly.
- After two weeks, we got back a customers and balances rebuild of the data. Ugh!
- Based on several conversations and emails with the Tier-3? reps involved, it did not appear that they had the tools, knowledge and training that I expected.
Sage needs to hire, train and kept enough support personnel so users don't have to hold for hours. Sage needs to provide support personnel with tools to diagnose and fix database corruption.
