Sage Software Inc

Please be aware that Sage has addressed the concern of the
customer regarding the subject complaintAs of December 3, the customer’s
account has been deactivated for auto-renewal generation. Sage now considers the complaint closed

In response to the customer’s claim of the unauthorized
charge, we would like to address Sage’s policy of purchasing Sage
products. Each product, when purchased for licensing, requires the customer to agree to
our End-User License Agreement (“EULA)”) which denotes terms and conditions as
well as advanced cancellation requirements relating to Sage’s
auto-renewal policy Sage refutes the unauthorized credit card charge
claim but in good faith has issued the customer a refund.
Sage now considers this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have to assume that SAGE will continue to charge customers credit card accounts with charges that were never made or approvedThis action should be stopped and should be considered fraud
Regards,
*** ***

Please refer below to Sage’s response regarding
the subject referenced complaint.
 In an effort to ensure Sage’s software programs work efficiently
and to the best of their ability, Sage has adjusted its upgrading procedures
over the last few years. With regard to this particular...

customer, the new
software indicated in the complaint was purchased in April 2014 when Sage
Accountant’s Network, the program version this customer purchased, was only offered
on a subscription basis and Sage’s representative’s common practice is to
complete a review of terms and conditions relating to same. The terms and conditions
can be found on na.sage.com/legal or within the software itself.
According to the account notes, with the annual subscription ending in April 2015,
a Sage representative contacted this customer for his up-to-date credit card
information to keep the client on the current annual subscription and thus continue
the support which includes software updates. 
The notes further state the customer was not interested in
renewing his subscription which results in the program becoming “read-only”. It
is common practice of our sales representatives to explain further benefits and
features associated with our product and correlating products to give them
options; however, it is not common to explain options as cheaper than the
other; only to advise possible “best” deals.
Unfortunately, Sage cannot initiate a data conversion due
to potential data fragility and increased opportunity of corrupting the data.
With the above explanations, Sage now considers this
complaint closed.Sincerely, Sage Software, Inc.

Please be aware that Sage has addressed the concern of the
customer regarding the subject complaint. A Sage customer representative spoke
with customer and after executive approval issued the customer a refund in the
requested total amount on December 22, 2014. Please allow five to seven business...

days for
processing. 
Sage now considers the complaint closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While they provided a fictitious account of the events, they did not offer any action to resolve the dispute. What they should offer is to return the software back to a functional state, just like my 2010 version. The software is fine without further updates and the other useless benefits they claim are available with the subscription they tell you about after you've used the software for 11 months.
The entire basis of my complaint is that I was never told at the time of purchase that I was buying a subscription, which I would never have agreed to.  Although they now claim the software was only offered on a subscription basis and  Sage’s representative’s common practice is to complete a review of terms and conditions, I was not told any of this until they tried to extort the money from me by requesting my credit card information.  Internet searches will reveal that I am not the only customer to experience these despicable tactics.  For example,  [redacted] contains comments from numerous long time customers that were that were caught by surprise with Sage's so called 'new business model', which apparently includes 'don't tell anyone until it is time to renew'.  The problem is not their new policies if a customer is told of the new policies and willing to accept them.  Hiding these policies as and denying customers the opportunity to weigh their options as a method to trap customers is a repulsive deceitful tactic.The old business model made the software a viable solution for the small business owners Sage now prefers to turn away.
Regards,
[redacted]

Please note our response to the referenced claim.  From our records the credit issued was returned to the AMEX
ending [redacted] on 12/16/14.  However, on 12/19/14 an adjustment was made to
settlement the Sage account and this credit posted to the customer’s
account.  As a result,...

AMEX should have posted a credit to their account
when AMEX debited Sage with the credit card charge back.  Therefore, Sage did refund the amount and any further issues regarding same should be directed to the customers credit card customer service (AMEX). Sage now considers the complaint closed.

RE: Revdex.com Consumer Complaint Reference # [redacted]Please be aware that Sage has addressed the concern of the
customer regarding the subject complaint.  Sage has approved the refund,
transaction # [redacted], in the total amount requested on December 15th,
2014. Please allow two to five business...

days for processing. Sage now considers
the complaint closed.Thanks you.

In response to the consumer's further comments, Sage's suggestion would be to reinstall the 2010 version he/she was using before the upgrade; the serial no. found on this consumer's 2010 file is 81579753. Once reinstalled, the customer can restore the original version and try an import/export process, providing the past data has been backed-up, to keep from having to re-key past data and this past years' data to achieve current data to date. Please note while functionality would remain mostly the same on the 2010 version, the 2010 version is no longer supported; thus no further updates nor payroll would be accessible.Sage cannot refute nor validate the consumer claims regarding the subscription notification, except that a terms and conditions summary is Sage common sales practice upon a completed transaction.  Sage has an on-going commitment to effectively and efficiently alert and provide its customers with advanced notice of its changing business practices. We apologizes for the inconvenience that this change may have caused this consumer.Sage now considers this complaint closed.

In reference to Complaint ID # [redacted], please note Sage's response to this customer's concerns.Sage provides a myriad of levels of services and support applicable
to each product and/or service feature.  To
better serve our customers, some products have their own designated service...

plan
which may be a separate in order to provide expert support.  In this case the customer did have support for
their payroll feature of the product but not for overall technical support
 In good faith, a Sage customer support & service manager
assigned a tech support analyst who provided the requested assistance and further guided the
customer to additional on-line Sage self-help resources for future needs.
Sage now considers this complaint closed.