Appalling customer service from Sage Pastel

I am a bookkeeper and use the Sage Pastel Partner Version 14 software package. When the Minister of Finance announced the new VAT increase to 15%, I contacted Sage's support department to enquire how the new VAT amount was going to be app**** to the accounting software package. I was greeted with an automated message assuring its clients that Sage was aware of the VAT increase and was addressing the issue. A few weeks later a new automated message was on their support line and this message told clients that the new VAT update would be made available for some accounting versions on the 19 March and for other versions on 26 March. The message told the client that upon opening their Sage package on these dates, the update would be there and to simply follow the step-by-step instructions to process the download. The message was very convincing and reassuring and certainly left me as a client, feeling confident that Sage had the matter competently in hand. One would assume, that an update would be available the moment the clock struck 12:00 and the new day began. But if not, then at the very least be available at the commencement of the working day. However, this was not to be the case. Upon my opening my Sage programme at 10:30 this morning, there was NO update to be found. I then called the Sage support line and held on for a ridiculous 1hr 8mins before a consultant finally took my call and told me that the update was not available yet but would be made available during the course of the day.

This is not at all what Sage promised its clients. Why wasn’t a new automated message loaded on their system to tell clients that they were experiencing delays with the rolling out of the update and to be patient? And where exactly is the update? It is the end of the month for all companies and we all have deadlines to meet, invoices to be sent out etc.

I was told a Team Leader would contact me in this regard, but over two hours later, I am still waiting for that call. And to add insult to injury the update is still not available yet!

Disgusting and very disappointing customer service from Sage. The company’s behaviour shows utter disrespect and scant disregard for their client’s needs and deadlines.