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29 Jan 2009
A director at a London accountancy firm has said that installing Sage software was a ‘complete nightmare’ that resulted in the firm spending 32 hours on the accounting software supplier’s helpline.
North West Accountancy Services said that it encountered a series of problems with the installation of Sage’s Practice Solutions, including system failures, with users locked out of the software, and malfunctions that would crash the hardware.
The firm said it had had to hire extra staff to input the data manually, and was unhappy with Sage’s customer service.
Greg Ford, Sage managing director of the accounts division, said: ‘If that’s the case I am truly disappointed. We pride ourselves on providing good customer service.’
Ben Bishop, head of research and development in the accounts division at Sage, added: ‘We want to understand what went wrong. I don’t think it’s acceptable to spend 32 hours on a problem: that is one work week.’
North West Accountancy Services said that it had returned to its original
supplier, Iris.
Sage said that it would investigate the complaint.
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Briefings
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Visitor comments Add your comment
Sage - the defence
Whilst I, of course, sympathise with the experience, there are many of us that use SPS & have worked alongside Sage to develop the software to be of great benefit to our practice.
In deed a contact of mine in a practice with Iris earlier today informed me that Iris Tax had been down, & widespread panic was setting in. (fortunately now rectified).
My point is that Sage often get slaughtered on message boards, with Iris held up as perfect. Lots of Sage users work things out together with Sage, rather than going to messsage boards to publicly discuss it.
Posted by: Phill Dann, 30 Jan 2009 | 00:00
Defense
Agree with Phill's comments above. All good experiences with Sage so far.
Posted by: Mike Roberts, 13 Mar 2009 | 00:00