Please go back to the regular tech support by phone....going by chat support does not help most of the time because almost always, I need to have support via remote session so Sage will know what I am talking about.....also, using chat - I do not like to keep typing back and forth, as well as waiting for the agent to respond. Thank you ! Remember, if it's not broke, don't fix it.
by: Alice M. | over a year ago | Other
Comments
AMEN!!!!! I'm sure Sage had a reason, but after this past week and closing/archiving payroll, I know two companies alone who just finished their last week of using Sage products. If Sage only gives us a few days to close, they have to understand FOUR of those days are holidays!!! Not only that, but if ANYONE is at the office, no one can access Sage while we're doing all of this. THREE separate times we tried to contact Sage for help with error messages but guess what...they weren't there. If we have to work to close payroll, Sage should work. This was incredibly unfair to your consumers who pay A LOT of money in support.
I just waited in the chat line and was the 64th in line! Waited over an hour for the agent to tell me he had to schedule someone to call me TOMORROW! The chat is useless in most cases.
Agree totally. As a consultant, I've had almost 30 Payroll ARchives I've assisted with (so far). The backup process alone is painful....taking sometimes HOURS to complete! Several of those companies had to re-install their backup and try again (only to fail again). Those companies are having to do their payroll in their ongoing company so people could get PAID this week. They'll have to void that payroll and do again once we can get a good close. Can't do that unless we have a support person help us. Can't get to that until we're through the cue. Then we'll have to wait for a callback appointment.
94th in the queue yesterday took over two hours. Once chat actually stated they only really provided a search of the same support docs I already had. Finally, they scheduled a call back from actual support. Chat support is so frustrating and a complete waste of time.
Totally agree. Chats are usually a waste of time and effort. the few times I used it I have found frustrating because it had to be escalated up the chain anyway and resulted in a phone conversation. Michele R.
When I purchased Sage in 2002, you used to be able to call and someone would answer right away and were generally extremely knowledgeable and helpful. With the current help system of chats, the process is so slow and painful, I generally don't even try to contact support. Sage is moving backwards on this aspect.
There might have been a good reason to do this, but as many times I have had to do this, first it is very hard to type everything to explain the situation so that it is understood by them. It would be so much easier just to explain verbally, which is what usually happens anyway. Paying for support and then having to go through all this is very unfair to the customer. I am totally against the chat first.
I work at a job, using Sage only 1 day a week. The only opportunity is about a 4 hour window on Thursday for me to do my job. I need to SPEAK to a HUMAN to efficiently resolve my questions and need for help.
I agree. My problems always result in a phone call. Chat is such a waste of valuable time.
Absolutely agree. When you are paying for support and having someone in chat send you a link to read and figure out yourself is frustrating. Might as well pay myself to do the search they do. I have been complaining about this for months to every live person I actually get to speak with. Please go back to person to person customer service.
I hate using chat when you have a situation to resolve. Having a person (familiar with the product and you can understand) to actually speak with and listen to your issues and works with you one-on-one is priceless.
Amen!
Agree!! the chat support, in a word: SUCKS!!! I am not a typist and don't always have the correct "tech word" to describe the issue. A work around I just found is that if you write into the chat you need to get a call back or you're dropping the program you do get one.
Agreed. When you start a chat session, you always get a level 1 tech that takes 10 - 20 minutes just to link in the help file that you've already read/tried!
Agree - I hate using chat, would be much easier to pick up the phone and actually talk to someone.