Clueless Support Staff

I've been using Pastel Accounting software for nearly 20 years, long before it was acquired by Sage. Unfortunately, since the acquisition, the company has experienced a significant decline, and the biggest issue by far has been the customer support, which is practically non-existent.

Whenever I’ve reached out for assistance, I’ve been met with support staff who are not only poorly trained but often seem to know less about the software than I do. If you’re thinking of contacting Sage for help, don’t expect any real solutions. My most recent experience went as follows: I called the support line to explain my issue, and while speaking to the consultant, I quickly realized they couldn’t help. In a completely unprofessional move, the consultant simply hung up on me.

I called back, and this time, I spoke with a consultant who had only been with the company for 4 months. After 45 minutes of her trying different things on my software, we still couldn’t resolve the problem. I became frustrated, and she eventually asked a senior consultant to remotely log in to my computer. Unfortunately, he was just as clueless.

It’s beyond frustrating to have a "support" line that provides no actual support. Why have a customer service team that is incapable of addressing basic software issues? I ended up contacting a third-party company that deals with Sage Software, and even they were critical of Sage’s support desk.

Sage, you need to seriously reassess your approach to customer service. Back when Softline handled the product, the support was always top-notch, and the staff were knowledgeable. Now, it’s just a farce.