Sage Upgrade to 2020 version - Keeps Crashing our system - NO SUPPORT

We were told in September that if we did not upgrade our 2018 software that we would have problems and not be able to receive support.

Essentially after many emails, we reluctantly decided that even in a slower economy that we would spend the $3500 for the upgrade so we did not have the issues they told us would happen.

Since we upgraded, we have had NOTHING BUT ISSUES. Our system crashes on multiple computers at least 8-10 times per day. We had a very helpful tech person contact us and try to figure out the problem, it still didn't work...

 We have tried reaching out, we have emailed our sales rep and tech support MULTIPLE times. No one will call or email us back. I have been asking for a refund on this upgrade for 2 months. Come and get your software.

We have literally been using the newest version since 2008, and have kept updating as we have been told to. and now THIS. It is very time consuming, and frustrating to say the absolute least. 

Who can I contact? 

Parents
  • Hello,

    Very sorry to hear of these issues. Believe I located your Support Ticket (800xxx6971) with notes that lookup data dating back to 2003 is believed to be the cause. This was reviewed by our product manager. The team suggested clearing the data, this could be done in a copy of the database for testing purposes. The alternative involved increasing RAM to 6GB. Unfortunately, regarding:

    Data Specs
    The database capacity in Sage 50 Pro vs Premium vs Quantum is the same. If your database is large and you're experiencing lots of lag, then it may be time to migrate to a more powerful software solution.

    Please let us know if you'd like us to request that our support team reach out to you again.

    Warm Regards,
    Erzsi

  • None of which was EVER discussed with me when we were told to purchase the upgrade. I do not want your product. As I mentioned in my last email to our representative this morning.

    I have emailed today, November 28th, November 22nd, November 20th...

    YOU ARE THE FIRST PERSON TO REPLY!

    If there is no one returning my contact request, AFTER YOU HAVE RECEIVED OUR MONEY... then this is a scam!

    Come and get the product, I don't want it. I was never asked about our operating system, never told that there would be other issues. 

    If you do not want this conversation aired online, then reach out by phone or email. I will be expecting the full refund back onto the same card you charged. 

  • Stitchery2008

    I know you are upset and wish to stop using the product.  However, there is one issue that has come up recently that will ideally be corrected in the payroll update coming out in the next couple of weeks.  I don't know if the information has had time to get to the tech support staff yet.

    Do your crashes happen when you are printing forms like an invoice, purchase order, sales order etc.?

    Can you print the exact same thing and usually have the same crash?

    If so, do you have the setting in Setup, Reports & Forms, [pick your form] set to use the company logo?

    If all the above is correct, it is possible you have the same issue as my computer.  Try turning off the use of the Company logo on one problem computer and see if the problem still exists.  If the problem is corrected, then there is another way to put your logo on the forms.

    Please be aware, this is a shot in the dark and there may still be issues with your historical information but because we don't know from your messages when you are crashing, I thought I would ask.

  • We do not use any part of the payroll module. We have already had to stop printing with our logo unfortunately because of this. There is literally no rhyme or reason of when it crashes. We just get the error message, and then they all go... one after another Disappointed

    "An unknown error has occurred. To protect your company data, Sage 50 will now shut down. Any unsaved data will be lost."

  • Hello again,

    I've forwarded your comments and all details to the management / support teams for follow up and response. This is documented on your account with Service Request ending 9000xxxxx055.

    Will update you if there's news. 

    Warm Regards, 
    Erzsi

  • The Setup, Reports & Forms options are generally for the user logged in, not system wide settings.  So if you have only turned off the Company logo on one form for one user name, then you need to do it for all users and all forms.

    You can try the options available in Knowledgebase article #12901 as well, if they apply.  As Erzsi mentioned above, you will want to try working with a copy of your file first to see if it corrects the problem before you try it on your live file.

Reply
  • The Setup, Reports & Forms options are generally for the user logged in, not system wide settings.  So if you have only turned off the Company logo on one form for one user name, then you need to do it for all users and all forms.

    You can try the options available in Knowledgebase article #12901 as well, if they apply.  As Erzsi mentioned above, you will want to try working with a copy of your file first to see if it corrects the problem before you try it on your live file.

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