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Sage Account Manager delaying processing client's Sage 50 order despite knowing installation date.

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I have been passed a client who has to move from Quickbooks Online to Sage 50 due to issues with stock movements, individual customer price lists etc.

They were told by their C.A. to have the Sage 50 set up ready to go by the 1st of August as their year end is the 31st of July.  I contacted my Account Manager to get a decent price for them as due to the stock and price list requirement it has to be the Pro version and I grudge the monthly price for clients with only one company ( but that is another issue)  We agreed a price and I sent the email with all the client's details as requested for them to receive the order confirmation with an account number to download a trial version to start their training and a direct debit mandate to complete to then activate the live version

I have now emailed and called both my account manager and other so-called customer care agents numerous times over the last week and a half as there has been no movement on this order.

Does anyone on here have any contact details for a complaints department or anyone above the accounts managers to get this order moving?

Replies (12)

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Replying to Leywood:
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By PAMDILL
27th Jul 2022 21:34

Thank you, I had already used the telephone numbers on that article, that is my usual port of call however I was not getting anywhere through there.

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By rmillaree
26th Jul 2022 19:30

i have always got through on 0191 479 5953 no bothers ref anything sage 50 - not sure if this number is kept specially for us geordies or not.

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Replying to rmillaree:
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By PAMDILL
27th Jul 2022 21:35

Thanks I will keep that number handy, I used to use the one that ends 5979 however now you only get a recorded message on it telling you to call the main number.

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By Chris Downing
27th Jul 2022 07:34

Hi PAMDILL, could you drop me an email to [email protected] please and I'll get this sorted for you.

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Replying to Chris Downing:
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By Leywood
27th Jul 2022 07:43

Interestingly responding to a non issue but completely ignoring the posts about sage cutting off perpetual licences Chris. Poor form, really poor form!!

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Replying to Leywood:
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By rmillaree
27th Jul 2022 08:10

Leywood
"Poor form, really poor form!!"
It's probably only my opinion but IMHO your unwanted bi tching OT comment here when chris is going out of his way to assists someone else is bang out of order. The other sage isues have been done to death and those issues have been and are being addressed by multiple levels within sage that are probably completely outwith Chris's remit.

When chris is going out of his way to help others presumably in his own time at 7.30 in the morning for you to go straight off topic with personal attacks really isnt right. B itch to sage or post comments on the relevant thread but not chris who has provided assitance here many times "when he is able to".
We don't need trolls on this site !

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Replying to rmillaree:
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By Leywood
27th Jul 2022 09:26

I commented on the sage post.

I sent Chris a polite offline message very early on asking for assistance on that very thread.

Ive complained to Sage.

I and a couple of my clients have still not had the required noticed from sage that our products are ceasing.

Some of my clients are being quote quite ridiculous pricing now that sage consider they have them by the short and curlies.

The whole Sage thing has not been done to death as it remains completely unresolved.

He works for sage. Is an ambassador. So yes is it still poor form.

You are entitled to your opinion. So am I.

Im utterly p.i.s.s.e.d off with the whole thing. So if you think Im being a b.itch this morning, so be it.

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Replying to Leywood:
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By rmillaree
27th Jul 2022 10:15

"I sent Chris a polite offline message very early on asking for assistance on that very thread."
"He works for sage. Is an ambassador. So yes is it still poor form."

Fair comments but on here IMHO we should not expect or demand one individual of an organisation sort out every issue on behalf of their company via these forum just because "we want an answer here" . If someone helps on here thats a bonus IMHO - if they are unable to help there are the official channels to use rather than b itching about that person not doing what "you want them to do" here - frankly they owe you nowt on this forum so not sure why you would expect owt - to me thats not what aweb is about. Particularly bringining up the issue on an unrelated thread when they are going out their way to help , with attitudes like that from peeps here we may lose the valuable help chris provides if he is subject to unecessary personal attacks just because he has chosen not to get drawn into that issue for whatever reason.

I do agree with you 100% sage switching off old licences where there are no updates needed for that software and licences were sold in good faith on the basis that they would not be switched off - with the pretence that its IT related is a disgrace and a shambles - so if Chris or anmyone else would like to commment in that regard that would be appreciated.

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Replying to rmillaree:
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By Leywood
27th Jul 2022 14:52

'' frankly they owe you nowt on this forum so not sure why you would expect owt''

I expect nowt of Sage.

Am used to the utter blocks their staff talk whenever you phone them, not found one single one of them helpful in any way, the crud is endemic in that business.

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Replying to Leywood:
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By MartinJones
02nd Aug 2022 02:01

Leywood wrote:

Interestingly responding to a non issue but completely ignoring the posts about sage cutting off perpetual licences Chris.

Sage’s conduct as a business over the whole perpetual licenses issue is appalling and I am frustrated at the wasted time, effort and disruption they are causing. But please take a minute to consider the likely internal communications going around Sage at the moment. My guess is that there are some very strictly worded reminders being sent to staff as to who can say anything publicly regarding this issue.

I completely share your frustration but it isn’t the fault of the public facing staff and I would be amazed if their hands were not tied as to what they can say.

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Replying to Chris Downing:
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By PAMDILL
27th Jul 2022 21:47

Chris,

Thank you, I am hoping it is finally sorted after several more telephone calls and emails today although we now are having problems getting the Sage log in sorted to download but will try again tomorrow.
I have dealt with Sage for over 20 years now and this whole palaver to try to buy a license has been beyond a joke.

On another note relating to this issue why did Sage stop selling Sage 50 Accounts Professional with a slightly reduced license for single company, one or two users?

I have several clients who require that version for stock management, customer & supplier price list, POP and SOP who are very small businesses and have to pay nearly double what they would have to pay for the Plus version. I truly believe it is these sort of businesses that don't benefit from QBO, Xero and even Sage Business Cloud and need the Sage 50 capability and then pay through the nose for the multiple company/user option that they will never use. It's not even like I can say to the 2 or 3 of them that require that capability that they can split the cost and share the license as that is breaching the licensing agreement (is that correct?)

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