Urgent Complaint Regarding Service and System Issues

Today marks nearly five days since SAGE attempted to implement an update. Unfortunately, this update has been riddled with bugs and errors, severely hindering essential online services and basic system functions, such as generating quotes. The situation has only worsened over time—the system is now more unreliable than when the update was first rolled out.

Despite my numerous inquiries, the only response I receive is: “We are working tirelessly.” While you work on finding a solution, I am left unable to send quotes to my clients, which directly affects my ability to generate revenue. I’ve had no choice but to switch to QuickBooks just to maintain my business operations.

For anyone considering using SAGE, here are the realities you should be aware of:

Telephone Support:

Prepare to be bounced from one department to another before you find someone who might offer any assistance. When you do get through, the responses are unhelpfully vague: “We are working tirelessly,” “We are aware of the problem,” “We’re doing everything we can to resolve it,” or “Thank you for letting us know.” These scripted responses seem to be part of basic customer service training, but there’s no actual information, no solutions—just apologies for their incompetence.

Email Support:

This channel is non-existent. A few months ago, I copied four different SAGE employees, including my account manager, on an email regarding a separate issue. Not a single person responded. It’s as if emails vanish into the abyss.

Communication in General:

The only reliable way to get any response is through social media. Post on their pages, and you might be lucky enough to hear from someone the next day. In my case, after days of silence, my account manager finally got in touch—only to inform me that she had been on leave. There was no out-of-office notification, no prior communication, nothing.

Look & Feel:

While the system’s interface may look polished and professional, don’t be deceived. Its functionality is far from reliable. SAGE frequently conducts updates during business hours, which leads to limited service availability, even for planned updates. This constant disruption makes it nearly impossible to run a business smoothly.

Account Manager:

The role of an account manager at SAGE is utterly pointless. They don’t seem to understand who you are or what your business needs. Rather than being a helpful resource, they become an unnecessary hurdle that adds no value. Once again, social media seems to be the only way to prompt action.

Training:

When I initially signed up with SAGE, I was offered training by my account manager. To date, I have sent over five emails requesting this training, but not a single one has been answered. It seems these emails also ended up in the same void as the others. I’ve had to rely on my own account manager to fix issues—at my own expense. This costs me money, as I have to pay for her time. Another “great” service that is essentially unattainable for business owners.

Accountability:

SAGE consistently fails to acknowledge the flaws in its system. Despite their claims of being a leading company, they show little understanding or concern for the damage their failures inflict on businesses like mine. All I ever hear is the same hollow phrase: “We’re working to resolve this for you.” There’s no ownership, no accountability, and certainly no real action.

Final Thoughts:

In conclusion, SAGE may not be the best option for business owners due to their ongoing shortcomings. Consider QuickBooks if you’re looking for a budget-friendly solution, or, if you need something more robust, invest in Xero. I use Xero for another business, and after this five-day ordeal, I’ll be transitioning all my operations to Xero as soon as possible.

Goodbye, SAGE—your system is nothing more than a flawed, unreliable package plagued by bugs and errors. Your marketing paints a far different picture than reality. Why not be honest with your customers and admit that your system is only functional for about five hours a day, if that? Why not tell prospective clients upfront that your system has been down for five full days this month alone? And when will you stop misleading us with terms like “limited or disrupted services” when, in reality, your system is completely OFFLINE? Sure, I can log in—but that’s it.

It’s time to stop misleading your customers and start taking responsibility for the mess you’ve created.

Cameron Day