1 reviews | Active since Oct 2011
WHY DOES SUPPORT NOT COVER ALL ISSUES
We pay Sage Pastel Payroll for support. Every 6 months we encounter errors with Pastel Payroll SARS Electronic Tax Certificates when we try to upload more than one Tax Certificate for a Company some of the data is overwritten by the files and the values on SARS Easyfile are incorrect. <br> <br> We battle back and forth to try to get Consultants to assist us in correcting the errors on the files, being bounced from one Consultant to the next. Try this, do that.... then when we still can't get the error corrected Pastel wants to charge us to do a Datafix at +/- R 700.00 an HOUR to correct this error.<br> <br> It's not our fault that this error occurs on Pastel Payroll files. Why must I pay support and then pay for a datafix as well. Why can't a Consultant talk to us over the phone and advise us as to how this problem is corrected so that we know what to do in future.<br> <br> I feel it is unfair to charge a Customer to fix a problem on these files. This is obviously a technical problem. Surely Pastel Payroll files should be able to upload more than one file to SARS Easyfile without errors on it. What's the point if having support if Pastel Payroll can't help us with issues on their files.
Thank you for taking the time to speak to our Support Manager, Daurayne Breytenbach. We were able to identify the reason for the duplications of the certificates and were successful in resolving it.
We identified that there was an error that occurred on the E@syFile system that also contributed to the discrepancy of Tax certificate values. We were granted permission to access your machine via a non-chargeable remote session and we were able to resolve the E@syFile error that allowed a successful submission platform.
The Payroll Administrator, Nthabiseng, has been advised of a solution to minimise the risk of any future duplications.
We apologise for any inconvenience caused.
If there are any further queries please do not hesitate to contact us.
Kind regards
Kathy Irusan
National Support Manager, Sage HR & Payroll
Sage
Office: +***0 | Direct: +***0 | Fax: +***1 |
E-mail: ***
Thank you for taking the time to speak to our Support Manager, Daurayne Breytenbach. We were able to identify the reason for the duplications of the certificates and were successful in resolving it.
We identified that there was an error that occurred on the E@syFile system that also contributed to the discrepancy of Tax certificate values. We were granted permission to access your machine via a non-chargeable remote session and we were able to resolve the E@syFile error that allowed a successful submission platform.
The Payroll Administrator, Nthabiseng, has been advised of a solution to minimise the risk of any future duplications.
We apologise for any inconvenience caused.
If there are any further queries please do not hesitate to contact us.
Kind regards
Kathy Irusan
National Support Manager, Sage HR & Payroll
Sage
Office: +***0 | Direct: +***0 | Fax: +***1 |
E-mail: ***