FormerMember

User experience - Sage support

Posted By FormerMember

I have been trying to get support for a fault with Sage Business Cloud for some months and having started a dialogue via email. I got to a point where getting the responses were getting  us nowhere. The support staff seemed not to understand or professed not to understand the problem.  So, I created a video showing the problem we were experiencing.  The problem is basically an issue with bank feeds and a video of the screen would show the problem and make it plain to anyone.

Since sending a link to the video (which is hosted on my site), my emails just don't get answered and it seems that the question is too hard or Support and just can't be bothered to answer. Is this experience shared or am I just unlucky?

  • Hi Roger, you are not alone. I have had the same experience with e mail support since trying to get a Vat issue sorted since early May 2019. My e mails either go unanswered or seem to be auto-answered without taking on board the relevant issues experienced. It is now apparent that their e mail support is either not manned enough or the staff lack the experience to answer users questions fully.  The system does not seem to clear down EU Vat entries from the control accounts despite including them in the VAT return. In the meantime I have no alternative but to manually journal these out myself. Good job I have an accounting background, no disrespect but some users have little accounting knowledge and would not notice this anomaly in the system resulting in a control account imbalance.