How do I get a refund?

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Posts 56
David Langer | Forum Activity | Replied: Mon, Mar 1 2010 3:48 PM

If this still isn't getting resolved to your satisfaction you can always go to the top and email Bob Pritchett -- bob@logos.com.  Bob is pretty understanding about customer service issues and really wants to keep his customers happy.  BTW -- Bob has put his logos email out there at different times.

 

Posts 225
Michael Birney | Forum Activity | Replied: Mon, Mar 1 2010 8:08 PM

Just a thought - I run a business, and I am a person.  When someone calls me, and treats me like a person, I am sure they get a much better response out of me then if they treat me like a business.  I'd like to respond kindly and lovingly to those who call and treat me poorly, I try, but ... but am not always successful.

My point - businesses and people are not 2 very different categories - businesses are made up of people.

 

David:

Oops, Terry. We posted at the same time.Thanks.

BTW, for all concerned. It for me is not a matter of patience. It's a question of what's right. I place businesses and people in two very different categories. I don't get put on hold for 30 minutes for any company. I take my business elsewhere. That's the way it is in the US, and I think that's the way it should be. I just spent years of my life dealing with some software produced in a heavily socialist country. The product and customer service were atrocious. If they were a US company they would be out of business, but I guess socialism keeps inefficiency alive. If high expectations for companies aren't maintained, that is the kind of situation that results.

 

Posts 334
Paul Strickert | Forum Activity | Replied: Mon, Mar 1 2010 9:23 PM

I'll let David speak for himself.  But, if I'm not mistaken, he never made contact with a person at Logos.  How he would treat that person, if he were to get through, we have no idea.  The heart of the matter, it seems to me, is summed up thusly:  "I take my business elsewhere."  I can understand the sentiment.  Logos, as a business, has not impressed David.  Too long on hold.  Too long to wait for an e-mail.  If customer service is important to him, and it seems to be, then I can understand his frustration.  The difference between David and us is the degree of frustration he will tolerate.  If he were to express a desire to fly a small plane into Logos headquarters, then he's got a problem.  If he simply chooses not to do business with Logos, so be it.  :)

EDIT:  I re-read his first post.  It seems as though David did speak to a person.  He doesn't indicate how he treated that person, though.

Posts 79
Theophilus | Forum Activity | Replied: Mon, Mar 1 2010 9:46 PM

Terry Poperszky:
the really funny part is that Bob Pritchett the President of Logos agrees with you concerning the current state of Logos customer service and has issued a public apology ... .

 

For what it's worth, you can find that blog entry here:

http://www.bobpritchett.com/blog/2010/01/on_failing_our_customers.html

For me at least, it really opened my eyes, not just to the challenges that the business is genuinely facing, but the heart of the man behind the business. Not to mention the whole contingent of Logos users (many of whom are regulars of this forum) that rallied behind him (and his business!).

 

Posts 17
Matt W | Forum Activity | Replied: Tue, Mar 2 2010 1:41 AM

It's great that people jump to Logos defense, but I sympathize with the OP here.  Too often companies are quick and polite in taking new orders and drag their feet in processing refunds or cancellations.  It sends a message that customer relationships are only important when there is a direct and immediate benefit.  Or worse that delay tactics are used to avoid refunds.  Hopefully that's not the case here and it's a training issue with support staff.

Time is our most valuable asset and being treated like a person goes both ways.  I wouldn't expect  anyone to wait on hold for 30 mins while I work on other stuff.  Instead I would offer to call them back when I am less busy.  I don't know why we should expect anything different from a company.  The rep should have asked him if the customer support staff could call him back at a later time.  When he called sales, they should have offered to put his name in a queue to get a call back from support or directed him to someone's voicemail.

Posts 3163
Dominick Sela | Forum Activity | Replied: Tue, Mar 2 2010 4:04 AM

Alll I can contribute to this conversation that has not been said is this....a wise man once said to me many years ago, "Don't judge a business by the problems they have, judge it by what they do to fix them."

Despite the many issues on the plate right now for Logos, I think many of us feel Bob has the right disposition, orientation, charity, and smarts to navigate the company and its customer base to calm seas.  We all have read his posts, and many know that in the past he has backed up his words with results. 

I can't honestly, from a business perspective, suggest anything more than what he is liely doing.  For example -- customer service is slow - hire and train more people. That takes time! It won't be fixed in a month. It could get better in a month though.

About the only thing we cannot judge from the outside, would be is the company properly focused on stability of product and services and not running so hard at new things.  Sometimes you do have to slow down some, and let's hope Bob has the right judgment on that. It's a small company with lots of irons in the fire - Logos 4, Mac, mobile, iPhone, adding version 3 features, hiring, etc....lots of balls to juggle.  But that's what Bob gets paid the big bucks to manage Wink

I ok with where we are right now, and I have said in the past 2010 will be a challenging year for Logos.  But I am happy where I am because I think they will do a great job navigating to bigger and better things for all of us.  For me, I evaluate the situation in Jan. 2011.  I expect it to be a lot better then, and I am enjoying the product now anyways!

Posts 3809
spitzerpl | Forum Activity | Replied: Tue, Mar 2 2010 4:31 AM

Dominick Sela:

Alll I can contribute to this conversation that has not been said is this....a wise man once said to me many years ago, "Don't judge a business by the problems they have, judge it by what they do to fix them."

Despite the many issues on the plate right now for Logos, I think many of us feel Bob has the right disposition, orientation, charity, and smarts to navigate the company and its customer base to calm seas.  We all have read his posts, and many know that in the past he has backed up his words with results. 

Very well said.

Posts 149
David A. Peterson | Forum Activity | Replied: Tue, Mar 2 2010 5:36 AM

MattWhite:
It's great that people jump to Logos defense, but I sympathize with the OP here.  Too often companies are quick and polite in taking new orders and drag their feet in processing refunds or cancellations.  It sends a message that customer relationships are only important when there is a direct and immediate benefit.  Or worse that delay tactics are used to avoid refunds.

 

Matt, I have only been a Logos customer since December, but a Logos user a little longer.  I can't presume to speak for everyone else, but I have had nothing but a great experience when dealing with anyone from the Logos company, and the cadre of brothers and sisters here in the forums.  I have made a significant commitment to Logos, a commitment I never would have made if I didn't feel that it had been recipricated.  I have never had another company call me after I had made internet orders, to suggest a more benefical order, beneficial for me, not the company. 

I understand people's frustrations at what some of the issues, but I feel compelled to share my positive experiences, when someone else needs to vent their negative ones, because often people are quick to complain and slow to praise, and when potential customers read nothing but complaints, I fear they may develop a false idea about the company.

Every time I have called with an order, I have known what I was going to order, and when I have called with a problem, I have had no idea what it was.  Naturally, a sales call is going to be quicker than a service call, which in turn results in longer wait times.  The company has acknowledged (1) they have been blessed by growth beyond their expectations and (2) it will take some time to properly train additional agents to serve us.

 I think I now understand how Mac users feel (need to check myself for a goatee and latte)Stick out tongue

In Christ,

Dave

 

Posts 10545
Forum MVP
Jack Caviness | Forum Activity | Replied: Tue, Mar 2 2010 7:05 AM

David A. Peterson:
I think I now understand how Mac users feel (need to check myself for a goatee and latte)Stick out tongue

I am clean shaven every day and have never had a latte. You can be an almost normal person and still be a Mac user Big Smile A tendency toward fanaticism does help, however. Geeked

God has used Logos for Mac to increase my patience and turn me into a lovable little fuzz ball. 

Posts 2774
J.R. Miller | Forum Activity | Replied: Tue, Mar 2 2010 11:04 AM

David A. Peterson:
 I think I now understand how Mac users feel (need to check myself for a goatee and latte)Stick out tongue
Hey, I resemble that remark...  and  FYI, I am not drinking a Latte in my avatar, it is a Mocha Frappachino.  

My Books in Logos & FREE Training

Posts 149
David A. Peterson | Forum Activity | Replied: Tue, Mar 2 2010 3:18 PM

Joe Miller:
Hey, I resemble that remark...  and  FYI, I am not drinking a Latte in my avatar, it is a Mocha Frappachino.

 

I can neither confirm nor deny the inspiration for that comment Big Smile

DP

<><

Posts 3663
Floyd Johnson | Forum Activity | Replied: Tue, Mar 2 2010 4:23 PM

Jack Caviness:
God has used Logos for Mac to increase my patience and turn me into a lovable little fuzz ball. 

I know that this question is neither wanted or fair - but in the interest of accountability, here goes:  "Would your wife agree?" Smile

Blessings,

Floyd

Blessings,
Floyd

Pastor-Patrick.blogspot.com

Posts 10545
Forum MVP
Jack Caviness | Forum Activity | Replied: Wed, Mar 3 2010 3:54 AM

Floyd Johnson:

Jack Caviness:
God has used Logos for Mac to increase my patience and turn me into a lovable little fuzz ball. 

I know that this question is neither wanted or fair - but in the interest of accountability, here goes:  "Would your wife agree?" Smile

Well…  She has not rebuked me lately for being harsh with Time Warner Customer Service which is probably the most patience-testing experience I know. Big Smile

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