Sage

If you’re looking for a company that backs it’s products and has great customer support, Sage IS NOT for you. Want more, read on (names from log removed, not really the support reps fault…).
Sage Rep: Hello «customer», thank you for contacting Sage. My name is «Sage Support Rep.» One moment please while I review your question.
Customer: hello, Sage Support Rep
Sage Rep: Hi «Customer». Good day.
Customer: I just got a new computer and have installed Timeslips 2011 (matching version from old computer)
Customer: but can’t seem to find where to download the product service updates
Sage Rep: «Customer», TS 2011 is an old version and we no longer have updated link for that version…
Customer: when i restored my database from a backup, it says ‘failed to read… created in a newer version’
Customer: and on my old computer i definitely am using timeslips 2011
Customer: what do i need to do?
Sage Rep: We highly suggest to upgrade your software to TS 2015 so you may get assistance from support.
Customer: is that free?
Sage Rep: No. You would need to purchase an upgrade.
Customer: i think at this point we would just like to get our fresh install of 2011 to match our old computer’s version
Customer: 2011 build 19.0.1.0457
Customer: how can we do this?
Sage Rep: Let me provide the direct download link for TS 2011.
Sage Rep: Here it is: link removed — link was for initial software release, not anything to do with requested update
Customer: great, we already have the base install done
Customer: i think we just need any files necessary to update the install from ‘base’ to the version referenced above
Customer: will that link get me to the referenced version or do we need additional ‘updates’
Sage Rep: That is the only download file we have for TS 2011. I’m not exactly sure the version/​release update of it.
Customer: doing a web search references two service packs at least that were released… you do not have any links for these?
Customer: what should we do if the download isn’t the required version?
Sage Rep: Proceed with the upgrade…
Customer: clicking upgrade from the help menu takes us to the sage website though. I am chatting with you to get a link to the upgrade
Customer: does that make sense?
Sage Rep: Again «Customer», to upgrade the software you would need to purchase. Should you wish to inquire, you may call sales at 877−816−7829.
Customer: thank you Sage Support Rep.
Customer: just to confirm what is happening:
Customer: you do not have links [or access] to any of the released updates for a $ 300+ product that is less than 4 years old?
Sage Rep: No problem. If I only have copy I won’t hesitate to give it to you. The only available links for updates we have are TS 2012 – 2015.
Sage Rep: Is there anything else I can help you with today?
Customer: no, i understand this is not your fault, but in my opinion it is very irresponsible of Sage to put its customers in this position.
Sage Rep: I understand your concern towards this concern. I’ll take note of it.
Sage Rep:
Is there anything else I can help you with today?
Customer: thank you, no.
Sage Rep: Thank you for choosing Sage! Have a great day!
Customer: you too
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