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How can Sage be this bad?

losing my patience

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Apart from the terrible functionality of the cloud based Sage "software" I find it hard to believe how difficult it is to get any form of support from them - 

You can call them but it costs 7.2p per minute, you can email but they say "Not in a rush? Drop us an email and we’ll reply as soon as we can" in my experience that means days later. You can do an online chat but can wait for hours for it to be available

How is this company still in business?

Replies (24)

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By SXGuy
19th Nov 2019 08:10

Because sadly to many people believe sage is the be all and end all of accounting packages and they have this wierd idea that it's mandatory.

It's the biggest pile of poo I've ever used.

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By Moonbeam
19th Nov 2019 09:18

Sage support has been going down the pan for years. They don't always get back to you either. Since my queries with Sage these days are due to the software not working properly I find this particularly annoying.

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By JoF
19th Nov 2019 09:27

Its due to all their staff being placed on the sales phone lines trying to convert sage perpetual disc licences to monthly subscription, talking absolute nonsense about bridging software being illegal after April 2020!

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RLI
By lionofludesch
19th Nov 2019 09:31

Sage is the clunkiest software I've ever used since the days we used to code manual records and send them off to a big main-frame in the 1970s. I've dumped clients because they wouldn't change from Sage. They just haven't moved with the times.

Their marketing, on the other hand, is brilliant. How else could they sell something so bad ?

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By JDBENJAMIN
19th Nov 2019 11:01

Sage is like VHS or Windows, in that it dominated due to market inertia, despite being inferior to its rivals. I have always hated Sage, though thankfully only one client uses it nowadays. It has always been inflexible and difficult to correct, you can't see previous years' accounts properly without restoring an old datafile, it is expensive, and has a history of including badly designed or useless features.
Does anyone remember Sage's old job costing module in its DOS days? That really was the most useless piece of business software I have ever seen!

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By Citrusne
19th Nov 2019 11:21

They aren’t that bad. The cost to call is 2p per minute not 7.2p per minute. It’s a local 0191 number which should be free to call from most mobiles.

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Replying to Citrusne:
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By NH
19th Nov 2019 11:46

The sage website says 7.2p

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Replying to NH:
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By Citrusne
19th Nov 2019 11:52

Website extract below. 24/7 SPACE 2p per minute

https://my.sage.co.uk/public/sage-business-cloud/accounting/support/

Call us

Open 24/7. 2p per minute + network access charges.
Icon of a phone
0191 479 5911

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By NYB
19th Nov 2019 11:29

And those not in the accountancy business tend to look down their noses when you say you dont use it, dont like it etc.

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By Bob Loblaw
19th Nov 2019 11:34

I'd heard horror stories about Sage but I always assumed it was overblown nonsense. Ate my words very quickly when I starting using it. The most bloated, unintuitive software. As lion says however, they are marketing wizards. The extortionate pricing is one thing. If it was user friendly, well designed and they put as much focus on customer support as they do sales, you could maybe see why it was so ubiquitous. As it stands it's about as user friendly as a box of cobras and their staff would rather force you to sell a lung on the black market so you could afford the re subscription fee than give you technical advice.

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Hallerud at Easter
By DJKL
19th Nov 2019 12:57

In the dark ages I used both Sage Sovereign and I think the other was called Sage 100, they were both of their time, one was bolted onto a travel agent front office system (Concorde) the other I set up and used when I was an FD in retail in the early 1990s, it was okay re cost centre accounting.

Sage back then was certainly a lot better than some of the software clients used that I came across in practice in that era (at least it allowed period closure so you could lock month ends), is it really as bad as you are all painting or is it more that your expectations of the art of the possible have risen over the years?

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Replying to DJKL:
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By adam.arca
19th Nov 2019 13:16

DJKL wrote:

is it really as bad as you are all painting or is it more that your expectations of the art of the possible have risen over the years?

I personally think you have hit upon a truth there, DJKL.

Unlike every other poster, my opinion of Sage has gone the other way in that I used to think it was utter rubbish (I've always been a big fan of TAS Books whose functionality absolutely knocked Sage into a cocked hat) but I think the last couple of versions (since they introduced drilldown and accessible error correction) make it an OK piece of kit to use.

That said, I really can't get on with Xero although the majority seem to love it and I'm not really au fait with what other cloud packages can offer, so I'm now the old fart who is probably behind the curve on this stuff.

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By Paul Morgan
19th Nov 2019 13:21

Hi,

Which Sage software are using, e.g. Sage Business Cloud, Sage 50cloud Accounts, etc?

Our Sage Business Cloud support team are available 24/7 and can be contacted on local rate 0191 479 5911, at [email protected] or via web chat at the bottom of this page: http://ow.ly/3HcV50xeOMl

Our Sage 50cloud Accounts support hours depend on your level of Sage Cover. They’re as follows:

Sage Cover - 9.00am to 5.00pm on 0191 479 5955
Sage Cover Extra - 8.00am to 6.00pm on 0191 479 5955
Sage Cover Premium - 8.00am to 8.00pm on 0191 479 5903

Our Sage 50cloud web chat team are available to all levels of Sage Cover customers, including Sage Cover Online, from Monday to Friday, 9.00am to 6.00pm. You can contact our web chat team at http://ow.ly/IZGL50xeOMn

You can join one of our Live Q&A sessions, which are available for Sage Business Cloud, Sage 50cloud Accounts and Sage 50cloud Payroll. These sessions run 9:00am - 5:00pm, Monday to Friday and you'll receive an instant response. You can access them from here http://ow.ly/E31P50xeOMo

You can also visit Sage City and post your query http://ow.ly/GC8M50xeOMv. You’ll receive an answer from one of experts or another Sage user.

Or if you’d like to reply to this post with details of your query I’ll look into this for you.

Regards,

Paul
Sage UKI

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Replying to Paul Morgan:
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By NH
19th Nov 2019 13:48

Paul, I dont wish to be rude but your response time here on an open forum is about 3 or 4 days quicker than we get by email (if we get a response at all), might I suggest you work on your emails instead of reading threads on AW?

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Replying to NH:
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By Paul Morgan
19th Nov 2019 16:37

Thanks for your feedback, I’ll pass this onto our email support team.

If you’d like to reply with details of your query I’ll investigate this for you.

Regards,

Paul
Sage UKI

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By pdtaylor78
19th Nov 2019 13:26

I spent 30 minutes waiting for someone to reply on their webchat, only to have them close the chat because I didnt respond in 1 minute. Do they expect me to sit there staring at the screen for 30 minutes. Isnt that the point of webchat that you can get on with other things rather than waiting on hold.

I have now also been told they no longer support hosted environments. Despite having done so in the past.

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By Alex_T
19th Nov 2019 14:03

Sadly, people hate change and I include myself in that category. Sage has been going downhill for years now. I moved away from the 'Big two' a few years ago and I've no regrets. I dreaded that invoice coming in every year with the inevitable price increase.

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By ireallyshouldknowthisbut
19th Nov 2019 14:20

I thought SAGE's entire business model was to make the thing so bad you had to buy a the annual SAGE support package to use it.

I hate it with a passion. Its like driving a nice car and then getting into an underpowered holiday rental.

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By paulwakefield1
19th Nov 2019 15:33

I only have one client still on sage (Desktop version). Suits them very well, totally robust (I do hope I'm not going to regret saying that). Has its quirks and irritations but no more or less than other software merely different ones. I actually rate Xero and Sage about the same if chosen wisely - both are good, have shortcomings and an immense ability to irritate.

No idea about support - haven't used or needed it in the last 5 years at least (famous last words) although a bookkeeper I work with says the payroll support is excellent (although I am getting them to investigate Brightpay).

Edit: I make an exception for VT Transaction+ which is by a country mile the best accounting software I have used as long as you don't need multicurrency* or multiuser. *Yes I know it does it but it's not very good.

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Jennifer Adams
By Jennifer Adams
19th Nov 2019 17:26

Sage has always been known to be 'clunky' and they havent kept up with the times in the view of nearly all accountants but it appears they are trying to get out of the hole they are in.
I have the impression that they sat on their laurels too much and then suddenly noticed that there were new kids on the block.
However... someone somewhere must love them as according to the below the company is increasing its takers
https://www.investorschronicle.co.uk/shares/2019/05/20/sage-lifts-recurr...
Software subscription sales are up 27.7% apparently
Support is key but paying for it is just not on in this day and age of other more modern and user friendly software - however much it costs

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Replying to Jennifer Adams:
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By atleastisoundknowledgable...
19th Nov 2019 17:45

Jennifer Adams wrote:

Software subscription sales are up 27.7% apparently

That’s only ‘cos everyone that used to have an annual licence has been moved to monthly subscription (or left).

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Replying to atleastisoundknowledgable...:
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By JoF
19th Nov 2019 18:46

One of my clients, sage fan, paid for perpetual licence on a disc about 3 years ago. They keep mithering the hell out of him to 'upgrade' to a monthly subscription, giving ever more bizarre reasons why he cannot use the disc (blatant lies included) at a charge fo £150per month. Last week they stated they would do it for £45 per month for 12 months stating they do not wish to lose him as a customer. Its still a no!

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By klerg000
19th Nov 2019 17:52

I can't understand how you can see anything within Sage I use Tas a much superior
software that they basically ignored but is still much better than sage. If some one comes to me using sage I don't take them on.

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By Sandnickel
19th Nov 2019 20:21

I've never understood this debate to be honest.

I've used SAGE desktop for a long time and I like certain things and dislike others. The support used to be fantastic, I've not had to use it for a while so I'm sad to hear that it's gone downhill.

I've used pretty much all of the other major players. In every case I liked certain things and disliked others. VT, perhaps surprisingly given the praise it gets on here, is my least favourite.

My point is that they are all pretty much the same, as long as I can get the necessary information from them I'm not too fussed. I certainly wouldn't reject a client because of the software that they used. Each to their own I guess.

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