No refund for book wrongly advertised

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This post has 15 Replies | 4 Followers

Posts 659
Stephen Steele | Forum Activity | Posted: Wed, Apr 8 2020 3:00 AM

I recently sat down to try and read Myths and Mistakes in New Testament Textual Criticism on my iPad, which I had pre-ordered. However for some reason the book isn't available in the iOS app, either on iPad or iPhone.

I therefore sent an email asking for a refund saying:
"The reason for this is that the book is not available on tablet or mobile, despite the product description saying 'Benefits of Logos edition: ...Take the discussion with you using tablet and mobile apps'."

However my request was refused as it fell outside the 30-day window.

I am very disappointed by this as I buy and pre-order lots of books in Logos and I shouldn't have to check each one individually to make sure they work on all the platforms they are advertised to work on.

Posts 2048
Kenneth Neighoff | Forum Activity | Replied: Wed, Apr 8 2020 3:11 AM

I see the book and can read the book on mobile for me.  I am on IOS.

Posts 659
Stephen Steele | Forum Activity | Replied: Wed, Apr 8 2020 3:19 AM

I've tried numerous times, over the space of about a month and this is all I get:

Posts 1391
Paul Caneparo | Forum Activity | Replied: Wed, Apr 8 2020 3:36 AM

I wonder whether the issue is more to do with the search than the fact the book can't be viewed on an iPad.  I do 99% of my reading from my tablet and never have any issues.  (I think I once had a short delay between a book being released from pre-pub, but never an ongoing issue - unlike another Bible software company who sometimes don't release books for reading from a tablet.)  Try a different search term.

Posts 2048
Kenneth Neighoff | Forum Activity | Replied: Wed, Apr 8 2020 3:45 AM

Posts 491
Robert Neely | Forum Activity | Replied: Wed, Apr 8 2020 4:05 AM

this book shows up on my ipad pro.

Posts 2645
Jan Krohn | Forum Activity | Replied: Wed, Apr 8 2020 4:46 AM

Is you iOS version still supported?

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Posts 471
Jonathan Bradley | Forum Activity | Replied: Wed, Apr 8 2020 5:10 AM

Stephen, 

Are you using the Logos app or the Faithlife eBooks app(I forget the exact name of it) to read the book? 

Posts 4185
Mattillo | Forum Activity | Replied: Wed, Apr 8 2020 6:05 AM

I would recommend that you type in a "rebuild index" on the main page of your app (where your dashboard is). 

At the top (in enter passage or search) type in "rebuild index" w/o the quotes.  After that you can either wait until your mobile device rebuilds or what speeds it up for me is to go into the hamburger menu (bottom right on iphone when you are reading a book) and then click/touch sync your data.  If you go to your library screen quick enough you should see it rebuilding your index.

Make sure you are connected to wifi or a good data signal when doing this.

I have these issues every now and then and this always fixes it.  Otherwise you can do a delete and install of the app.

The book does exist in mobile.

Posts 3523
Milkman | Forum Activity | Replied: Wed, Apr 8 2020 6:11 AM

That's the very issue I have. I have an older iPad and can not update my device to the most recent iOS version any longer which means I can not view some resources. That was the explanation I got from a support team member at FL.

mm. 

Jan Krohn:

Is you iOS version still supported?

mm.

Posts 598
LogosEmployee
Joe McCune (Faithlife) | Forum Activity | Replied: Wed, Apr 8 2020 8:01 AM

Stephen Steele:

I recently sat down to try and read Myths and Mistakes in New Testament Textual Criticism on my iPad, which I had pre-ordered. However for some reason the book isn't available in the iOS app, either on iPad or iPhone.

Hi Stephen,

Please accept my apologies.

As others have stated, this book is already available on the iOS app.  I would like to help you to get access to it as well.

Please do the following from both your iPad and your iPhone:

  1. Open the app.
  2. Tap the  Menu icon.
  3. Tap  Help.
  4. Press "Report a Problem".  A pre-addressed email will open with a log file attached automatically. Press "Send" to send your report.

We can then look into this further.

 

Posts 2977
Forum MVP
Jacob Hantla | Forum Activity | Replied: Wed, Apr 8 2020 9:35 AM

Sounds like you should be able to get access with all this.

Let us know how the book is. I have it in my wish list for a future read. 

Jacob Hantla
Pastor/Elder, Grace Bible Church
gbcaz.org

Posts 1090
Tom Reynolds | Forum Activity | Replied: Wed, Apr 8 2020 10:29 AM

Do you have the desktop version of Logos? Open the resource there and then the Information panel Crtl+Shit+I. There will be a section called Devices and you can check the box to send it to your iPad.

Posts 11318
Denise | Forum Activity | Replied: Wed, Apr 8 2020 10:45 AM

Milkman:

That's the very issue I have. I have an older iPad and can not update my device to the most recent iOS version any longer which means I can not view some resources. That was the explanation I got from a support team member at FL.

mm. 

Ditto. I can kind of guess which device a purchase will work on. I notice some, you can download but blank ... the app doesn't seem to know.

"God will save his fallen angels and their broken wings He'll mend."

Posts 659
Stephen Steele | Forum Activity | Replied: Wed, Apr 8 2020 12:52 PM

Thanks all. Still can't get it by searching for it, but it has shown up on my list of recent books for some reason so have been able to read it.

It would have been helpful if the customer service representative had told me that the book was available for mobile rather than just saying 'We apologize for any inconvenience this caused' and telling me I was outside the 30 day window.

Posts 7629
DAL | Forum Activity | Replied: Thu, Apr 9 2020 2:30 AM

On Mobile devices go to home page, type: Rebuild index, then restart the app and it should appear.  I have to do that from time to time when a book doesn’t show up.  In fact, I just did that last night when the TDOT wasn’t showing up and after that, it popped up.

DAL

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