Sage – The End?

Posted by bb on Tuesday 14th of July 2009 at 10:18 am;.
Filed Under Misc, News 

And for the final chapter in the ongoing crusade between firstline Sage Corporate Support and poor little old me? Or alternatively, the final chapter in the ongoing crusade between corporate greed and the poor end user?

Thanks, I’ve put the note on the account you’ve given.

Thanks Ed – appreciate it. We’ll see if support can help me out on this issue.

In exceptional circumstances (such as this) we may be able to offer one-off courtesy calls to assist customers who have been unable to set up and configure their software within the 45 day warranty period. The majority of people, though, simply don’t need this and are up and running within that period.

We try to be flexible, as it’s very much in our interest for a customer to have the software successfully installed and being used. But for customers who think they’re likely to require support above and beyond installation after that initial 45 days (and your example below would be one of these situations, as the warranty doesn’t re-start with each new licence – just the initial purchase of the program), we offer our SageCover support contracts.

It does however still look like you are saying to your customers that they shouldn’t budget for the future. Where I am currently working is in the process of expanding – especially the IT division. We’re looking at bringing more people on board as are some of the other divisions.

What you are telling me here is to get any support off you, I have to buy the product on a case by case basis. Not to budget and grab a 10 user license when I only have 8 users, with a view to expanding and eventually using those other 2 licenses.

Because, and this is the point I appear to be unable to convey to you, you deliberately shaft the end user on the amount of support they can get without paying for it. I have to activate my license for ACT! – the 45 days should run from then. Not from the first install we do in a test environment prior to running it out in production. Not from some arbitrary timepoint completely unrelated to the installation that requires support.

Equally, if you do want extended support cover for ACT!, you’re not obliged to buy it from Sage – many of our business partners offer support services that match our own, some even going beyond what can offer here to the level of site visits, managing installation and rollout for you.

Lovely. I understand you wish to upsell people to an all inclusive, super-dooper support ‘care’ package. It’s not the point at hand though.

The fact is that unless you purchase only enough licenses to be used in 45 days, then you are sh*t out of luck if you need to call support on any of your unused licenses when you come to use them. The fact that you don’t cover BASIC OPERATION OF THE SOFTWARE is WRONG.

On a plain vanilla install, the fact that something is missing from an option screen, whilst otherwise correctly installed on the rest of the OS, is INSTALLATION / CONFIGURATION for first time use. 45 days or no 45 days, this is the sort of basic issue that you expect to get supported on without the need to resort to complaining/blogging to get the service.

I don’t care if you offer 450 days support – on the first install of your product, if it fails to correctly identify the telephony settings, the fact that I first installed it on another machine 451 days ago is completely and utterly irrelavent.

Whilst I commend you for your help in assisting me to get this problem resolved – does it strike you as reasonable that these are the hoops I have had to jump through?

I suspect not.

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