Sage

My company is using Sage accounting

My company is using Sage accounting /management software since 15 years. Initially we bought the software + monthly charge per user for maintenance and new version update.

Despite long time customer we have never had a right customer services , very bad, nobody there to care about customers.

For any help we have to solicit one of their distributors which are not really helpful despite the high fees charging.

We get constantly their promo mailing about the new features but never follow up with our inquiries.

We are end of 2024 we got charged whole year but nobody respond about our software update.

What's said is 100% accurate , true about this company that I hope nobody get screwed again by Sage co. Sage 100.

Date of experience: October 30, 2024

Firstly, Sage has offshored a LOT of its level 1 agents to South Africa and now Costa Rica and they are poorly trained. Their English is barely understandable, and they use a totally different knowledge base than the North American (NA) agents, which is filled with inaccuracies.

They will not follow procedures, turning a 5-minute call into a 4-hour mess. In some cases, they lose customers' data entirely. Secondly, Sage has changed a lot of their internal software in the NA offices. The new software is not working as it should and hinders employees' ability to use it, or in some cases, is not functional at all.

Thirdly, Sage has fostered a lot of animosity within the ranks in the NA offices, driving employee morale into the ground. They have taken away benefits, gaslight employees, fail to fix internal issues, and especially, software issues. In fact they tend to make the software issues worse and will make a minor change such as remove an unused field and call that a MAJOR FIX. The department that manages PTO has been automated using some defective AI to manage PTO and after several weeks it will auto-deny any PTO requests and you then have to email a human who proceed to argue with you about your request.

The executives know that this is an issue, have stated that it is an issue 3 years ago yet do nothing to fix it. It has become very apparent that they have total distain for their support staff as they constantly fail to recognize them in any way.

I have been a user of Corecon construction software for years and they were recently acquired by Sage. In the first update since the acquisition my industry standard template that I use for invoicing clients disappeared. I emailed tech support and the next day called the support number since I had not yet gotten a response. The tech didn't understand my issue as there was a language barrier so he had be let him remote in to my computer and show him, which I did. When I had showed him where the missing template was he then pulled up an error log and said my account was not syncing the template because of these errors and if the errors were not fixed in short time I would not be able to access my database at all. I asked what to do and he pulled up a notepad and typed that they could fix it in 2 - 3 weeks for $1100 or 3 to 24 hours for $1600. I went off and disconnected him from my computer immediately because I felt like i was being scammed! A few short hours later I received this response to my original email:
The invoice templates changed in the update that was released on 8/10/2023
This did result in a change where the template that most closely matches the AIA G702 format is no longer available.
The template can be modified to meet your company's requirements. Please refer to the link below for further information and additional templates that can be modified to meet your requirments.
https://us-kb.sage.com/portal/app/portlets/results/viewsolution.jsp?solutionid=230818****19470
Regards,
Sage / Corecon Technologies, Inc Support Team
techsupport@***.com
I have verified that the support number I called is in fact Sage support so I don't know what the *** they are doing but it's shady AF.

I had sold my business and not longer needed the software but did need access to my accounts. I had Sage Business Cloud Accounting so my accountant could log in remotely.

I was told I would have read only access to my files. The week after my account was closed, I tried to log in but was not able to because my information was in the cloud and I no longer had access to it. The sales person did not tell me that I would have to download it to my computer in order to have read only access. When I called to ask if I could have access for one day or a couple of hours to download my files, I was denied and then the sales person spoke in a very raised voice to me, saying it wasn't his fault and that I should have downloaded a copy.

He also told me that the only way I could access my files was to sign up for another year. He then hung up on me.

Problem with Balance Sheet and Aged AP report out of synch. Tech support said "The balance sheet shows a running total of all debits and credits for an account.

Both paid and unpaid transactions are listed on the balance sheet. The aged payables reports shows a total of what is owed "

Several accounts say WHAT!

Posted help on SAGE community and 2 other users said "The Aged AP report is supposed to match the Accounts Payable on the Balance Sheet. It's quite concerning to me that there are techs who do not understand that" and another "they should match I share his concern if techs do not understand this".

Unable to find anyone to help me!

I have a small home-based business with 2 people on payroll. I do not have any inventory.

I just use A/R, A/P, invoicing, and payroll with 1 user. I have been with sage for 18 years and now I have to pay over 1500.00. Not impressed. I paid for 2022 sage and this weekend they cut me off as I did not pay mid July for 2023.

I am in read only, apparently. They short changed me as it is not the end of 2022. Sage are not a caring or helpful company as they treat everyone whether you are small, medium, or big business at a high price.

I so not know how they can justify this atrocity. Disgruntled and quite disappointed.