Sage replies!!

Posted by bb on Friday 10th of July 2009 at 10:08 am;.
Filed Under Misc, Rants 

Well they replied, and in the spirit of honesty, please find below their reply and my response to it.

I am surprised that I actually got a response – so thumbs up for that. What I find slightly more concerning is the fact that they just want my details ‘so they can look into the call’. Thumbs down there then!

What I would have expected, in the event of a reply, was one of 2 things :

1. Very sorry, misunderstanding, is covered by support, please give me more specifics so we can prevent this happening again, please call back.

or

2. Support policy is thus, not covered, hope you understand, if we can be of any more help please call again.

But Ed Tysoe skirted right round the actual crux of the problem – a little odd I find.

It is almost as if they wanted to just address the way the call was handled – ‘Never – ever tell the customer that once the product is installed we wash our hands of them. In the event of the problem, corporate policy is to upsell them to SageCover. This we achieve by …’

But that could just be the cynic in me 😉

Ed Tysoe’s Email :

Subject: Sage ACT! Support – Configuring TAPI
Date: Fri, 10 Jul 2009 10:33:10 +0100
From: ed.tysoe@sage.com
To: dispacct@hotmail.com

Having read the above post on your blog, would it be possible to take your sage account details (account number, company name) so that I can look into the specifics of your call?

Assuring you of our best attention at all times.

Kind regards

Ed Tysoe
ACT! Technical Support
Sage (UK) Ltd
Mailto:act.support@sage.com
http://www.sage.co.uk

ACT! Support – As a valued Sagecover member, you will find useful information relating to support guides, common support calls and a download area plus much more at www.sage.co.uk/customers/home.aspx?tid=133334&stid=133365

If you’ve received this email by mistake, we’re sorry for bothering you. It may contain information that’s confidential, so please delete it without sharing it. And if you let us know, we can try to stop it from happening again. Thank you.

We may monitor any emails sent or received by us, or on our behalf. If we do, this will be in line with relevant law and our own policies.

Sage (UK) Limited. Registered in England at North Park, Newcastle upon Tyne, NE13 9AA. Registered number 1045967.

And my reply

Hi Ed,

As I am sure you can understand, I am reluctant to link my work and personal details.

Perhaps it might be easier if you confirmed or denied the fact that once you can access the database, the product is considered installed and no further support is available until you pay for it?

If this is not the case, I can call again and try and obtain the support that I believe should come with purchasing a product. I don’t believe that basic operational aspects should be covered by an extra support contract – and I think it is positively scandalous that the inital set up, of a purchased product, should fall outside of standard support. I completely understand that support does not cover all and any incidents – if I was having problems linking my ACT! software into some custom hardware then I would expect to pay for the support.

However, to tell me that once you can open the databse – that’s it, product installed, no more support is shameful and if this is the case, then I am afraid that I stand by my post.

Your reply and this email will be posted to the blog – I look forward to hearing back from you.

bb


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One Response to “Sage replies!!”

  1. bb on July 10th, 2009 10:35 am

    I forgot the third option – a legal cease and desist notice 😀

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