As someone who has provided technical support to high-tech industries for many years, I understand how important customers perception is. Regardless of how diligently Sage may be working on this issue, the users have every reason to believe the problem is being ignored when they hear nothing. Updates of progress, that the issue has been duplicated or even reasons why progress has not been made are better than hearing nothing. The logical conclusion drawn from unresponsiveness is that you and your issue are being ignored.
No one is justified in expecting perfection and bug free products. Your customers are justified however in expecting diligence in fixing problems when they arise. The technical issue discussed in this thread is not new and it's not isolated. In my particular case, Sage technical support (I pay extra for high-end enterprise support) saw the issue on 12/8, agreed it was a problem and said it would be escalated and addressed. I have heard nothing since then.
Problems, within reason, I can deal with. Unresponsiveness I cannot. If Sage does not care to address bugs in their product, I simply will not purchase Sage products.
To those on this forum who have offered suggestions and tried to dig deeper into this issue, I offer my thanks.
