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Sage Support

What on Earth is going on at Sage?

I have been trying to get through to support for over a week now, whatever time I call is busy for them and advised a wait of 45 minutes.  No Sage I cannot ask you to call back as you don’t.  All I need is to find out why we are not receiving codes from you that you claim to have sent.  Hopefully I can then file VAT returns as normal.  But going forward I cannot remain with a software provider giving such awful support.

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27th Feb 2019 12:51

Hi Robert,

Sorry for the wait to get through to us recently. We’re experiencing high volumes of calls due to people preparing for Making Tax Digital (MTD) and Payroll Year End. However, this should improve soon as we’re currently recruiting and training extra support staff.

As well as calling our telephone support team you can join one of our live Q&A sessions. They’re currently running from 9am - 5pm, Monday to Friday. You can join these here:

Sage 50 / 50cloud Accounts - http://ow.ly/pppi30nMxbq
Sage 50 / 50cloud Payroll - http://ow.ly/alZJ30nMx92

You can also access our support guides, webinars and much more in our Help Centre http://ow.ly/AMlg30nMxmA

Take a trip to Sage City http://ow.ly/81zl30nMxyp where you can connect with other Sage users and Sage experts to find answers to your questions and assist others.

You can also web chat & email our Support team from here http://ow.ly/RQ7Y30hcrcn, tweet us @asksageUKI or post your query on our Facebook page https://www.facebook.com/SageUK

Or, if you’d like to reply with details of your query I’ll have a look into it for you.

Regards,

Paul
Sage UKI

Thanks (1)
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to Paul Morgan
27th Feb 2019 13:21

There is no law or procedure that prevents cloud accounting users from using bridging software to get around difficulties.

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to Paul Morgan
27th Feb 2019 13:37

Hi Paul

I have now got through and the member of staff I spoke to was very helpful, I appreciate that MTD has increased support calls, but this was foreseeable some time ago. Waiting times must eb reduced, we cannot afford to keeping having 45-minute waits

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to bobhurn
27th Feb 2019 16:19

Thanks for the update Robert.

I appreciate that it’s a frustrating experience when trying to contact us recently. We have plans in place to help with this, both in the short-term and long-term, such as the Live Q&A sessions and the recruitment drive for our Tech Support teams. These are in addition to the other contact methods and the support material that we offer.

I’m pleased you got through to us and we were helpful with your query. I’m sorry again for the wait you had when trying to reach us.

If you have any further queries please let me know.

Regards,

Paul
Sage UKI

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27th Feb 2019 14:51

Move away from sage while you still can, has to be the best input anyone can give you...

Thanks (3)
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to JCresswellTax
28th Feb 2019 11:13

Any recommendations for replacement software for Sage Line 50, we use Xero for smaller clients, but it doesn't have the same functionality as Sage

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