Support: Has Faithlife transferred support to India?

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This post has 29 Replies | 6 Followers

Posts 29
jmcbade | Forum Activity | Posted: Mon, Jun 5 2017 4:01 PM

I made a call to support today and it sounded like I was talking to India.

Is this true?

Posts 323
Vincent Chia | Forum Activity | Replied: Tue, Jun 6 2017 5:30 PM

Hmmmm ... the silence is deafening.

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Elyon Family Clinic & Surgery Pte Ltd

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Posts 6417
DAL | Forum Activity | Replied: Tue, Jun 6 2017 5:38 PM

jmcbade:

I made a call to support today and it sounded like I was talking to India.

Is this true?

You cannot talk to India 🇮🇳 because India is a country LOL 😁😜

Just kidding! But hey, most jokes put customer support headquarters in India because it is cheaper.  Oh boy, Trump will not like this one bit! 😁

DAL

Posts 2314
Jan Krohn | Forum Activity | Replied: Tue, Jun 6 2017 6:37 PM

DAL:
You cannot talk to India 🇮🇳 because India is a country LOL

Oh but you can. You just shouldn't expect an answer. Zip it!

Past IT Consultant. Past Mission Worker. Entrepreneur. Future Seminary Student.
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Posts 29
jmcbade | Forum Activity | Replied: Tue, Jun 6 2017 6:51 PM

Dal,

Yeah funny, but transferring support to India is not.  Trump should tax companies who export support (especially to India MHO) greatly.  I could say the same for Adobe btw.  It’s just a very bad business decision because support from India is really sub-par if not truly awful.  Makes me not want to use the product any longer.  It’s definitely had a very negative impact on Adobe’s business.  It made a huge hole that is being filled by Serif. There is other Bible software. Jan,

Now THAT IS FUNNY!

Posts 29
jmcbade | Forum Activity | Replied: Tue, Jun 6 2017 6:57 PM

I don't expect an answer if I am talking to a support person who is from India in general.  RARE occasions I have had "acceptable" support but it's always been harder to get to that answer because they seem not to be able to work outside their "flow chart".

I did update to Logos 7 but if they have exported their support, I doubt will be updating again.

As I said, there is other Bible software out there that meets my requirements.  I'm just so already invested in Logos.  I have been using it since they first released their first version back in the day.

Posts 1022
Keith Pang | Forum Activity | Replied: Tue, Jun 6 2017 6:59 PM

That would be disappointing...

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Posts 1076
Lee | Forum Activity | Replied: Tue, Jun 6 2017 11:41 PM

Edit: My concern is the lose of American jobs, so that FaithLife would keep more income.

Too many American companies have already done this and it a sad thing to me.

I wish that the USA was more like it was in that past, but that is probably not going to be. This is just one more thing and I guess I am showing my age some...

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Mark Smith | Forum Activity | Replied: Wed, Jun 7 2017 6:51 AM

Wow. Just suppose I'm an Indian Christian using Logos software and I read this thread. What would I think?

Pastor, North Park Baptist Church

Bridgeport, CT USA

Posts 5250
Dan Francis | Forum Activity | Replied: Wed, Jun 7 2017 7:14 AM

Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. 

-Dan

Posts 1890
Donnie Hale | Forum Activity | Replied: Wed, Jun 7 2017 7:20 AM

Thank you, Mark. That needed to be pointed out.

Donnie

Posts 5250
Dan Francis | Forum Activity | Replied: Wed, Jun 7 2017 7:27 AM

Mark Smith:

Wow. Just suppose I'm an Indian Christian using Logos software and I read this thread. What would I think?

Faithlife does have customers worldwid, I am in Canada, support is important. I want knowledgable people... they can be anywhere I know accents can be hard to understand sometimes but that true any place as I once was on support based in Texas and the drawl was so thick that I was contastly needing him to repeat things, but knowledgable with good clear communication skills is what is needed. Out sourcing is not a great solution always but does it allow Faithlife to expand hours or offer free support verses paid support, although we have been told that the high cost of Logos is in part to cover support costs.  

-dan

Posts 6417
DAL | Forum Activity | Replied: Wed, Jun 7 2017 7:41 AM

Dan Francis:

Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. 

-Dan

Hence, the bunch of typos in almost all of the resources sold in Logos 😁

Posts 29
jmcbade | Forum Activity | Replied: Wed, Jun 7 2017 8:03 AM

Mark,

So would you say then also that we should hire and use people because they are Christian or that there are Christians living in some particular country, rather than those best suited for a particular job?

My remarks are not because what any nationality in particular or what religion people are.  I am commenting on demonstrated performance and general experience.  My opinions are based as someone with years (over 30) of working as a software development professional.  I have by the way, worked with professionals from India in the US and in Canada, and because they were not in some support "sweat shop" environment. They were able to demonstrate great skill, wisdom and professionalism, because they were not forced by their business model to operate within a flow chart.  In that environment, they were most often excellent and quite competent.

Are you now implying the "race card"?  I am coming from a pragmatic position not a racial or ethnic one.  If that is your point, I resent the implication.  

I live in a foreign country and serve as a full time missionary. I have made significant sacrifices to serve Christians in another country.  Every culture has strengths, weaknesses and business models that are better for some things and not so much for others. 

And to speak to the comment above from Dan, I actually don't mind so much if people from India are doing scanning or something of that capacity, (although I do have an issue with shipping our jobs right now overseas).  My concern is directed at the support process.

I feel as a customer I have the option to express my frustrations with the business model of the company I am purchasing my product from.

Posts 10178
Denise | Forum Activity | Replied: Wed, Jun 7 2017 8:14 AM

Uh, oh. The guys are getting their poker cards out.

'Hey, are you playing the race card??'  'Well, no. I thought you were playing the race card.'  'Which one's the race card, I forgot.'

I assume from no Logos response, we can assume indeed? But seems hard to believe, except for really simple FAQ queries. Even our top forumite experts have trouble ... the software isn't exactly intuitive unless you're intuitive.


Posts 71
Brian Huddleston | Forum Activity | Replied: Wed, Jun 7 2017 9:16 AM

I've had several Indian co-workers and find that they are every bit as knowledgeable and hard-working as my American counterparts.   As long as the call center is able to answer questions and service my account, I don't have a problem with outsourcing.  

Wylie, TX

Posts 38
LogosEmployee
Don | Forum Activity | Replied: Wed, Jun 7 2017 10:02 AM

We do not have any CS reps working in India. We have a core group of CS reps that work in Bellingham. We also have a group of CS reps that work remotely in select states. As our Spanish audience has increased we have opened an office in Mexico where bilingual reps are available to assist our Spanish audience. These reps may occasionally get English calls.

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Mark Smith | Forum Activity | Replied: Wed, Jun 7 2017 10:04 AM

When anyone states they are concerned that service is being handled by people in a particular country, omits any words about the quality of the service, seems to indicate that it is that nation's people serving in such a capacity is what concerns him, and clearly indicates that service offered by people in that country would turn him away from Logos, then, yes, I am right to be concerned about how someone from that nation would take such a statement.

Pastor, North Park Baptist Church

Bridgeport, CT USA

Posts 5250
Dan Francis | Forum Activity | Replied: Wed, Jun 7 2017 10:12 AM

DAL:

Dan Francis:

Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. 

-Dan

Hence, the bunch of typos in almost all of the resources sold in Logos 😁

Think that is less a country thing than pride of work thing, but it is easy for anyone to let typos clip through occasionally... and I do believe final processing is done in FL offices in Bellingham but I could be mistaken about that.

-dan

Posts 1000
LogosEmployee
Kyle G. Anderson | Forum Activity | Replied: Wed, Jun 7 2017 10:26 AM

Dan Francis:

DAL:

Dan Francis:

Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. 

-Dan

Hence, the bunch of typos in almost all of the resources sold in Logos 😁

Think that is less a country thing than pride of work thing, but it is easy for anyone to let typos clip through occasionally... and I do believe final processing is done in FL offices in Bellingham but I could be mistaken about that.

-dan

FWIW, we haven't used OCR for normal production in years (7 or 8 if memory serves me correctly). Our preference is to use publisher provided exportable files. When that is not possible (i.e. public domain titles), we use the industry standard practice of double keying (i.e. a work is keyed twice independently and then is compared with the differences reconciled.)

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