Why the change in ship date?

Page 1 of 1 (15 items)
This post has 14 Replies | 0 Followers

Posts 218
Dennis Miller | Forum Activity | Posted: Tue, Sep 27 2011 5:27 AM

Ships 10/10/2011   Learn to Do Word Studies with Logos Bible Software it was supposed to be shipped yesterday now I have to wait till next month. What's up with that. Seems like every time I get excited about Logos they just do something to disappoint again and again. Please get it together and meet what you say instead of always disappointing your customers.

Posts 1674
Paul N | Forum Activity | Replied: Tue, Sep 27 2011 5:34 AM

Dennis, this sounds like a personal e-mail to Logos (customerservice@logos.com) unless somehow you wanted all of us to discuss it??

Posts 218
Dennis Miller | Forum Activity | Replied: Tue, Sep 27 2011 6:16 AM

If I post it here then they have to answer for all of us who ordered it to see. I'm sure I'm not the only one who is disappointed in the delay. Would just like to know why they keep having these recurring problems with meeting prior posted dates.

Posts 10037
Denise | Forum Activity | Replied: Tue, Sep 27 2011 6:52 AM

Having been an executive in a large corporation, customer squeaky wheels DO have their place. Many a conversation in HQ's start with the phrase 'Well, we haven't had a lot of complaints on this ....'.  Wish it were not true.

I suspect in Logos' case, the issue is more 'communication' (letting customers know, even it means 'more' communication).  I'd bet they set aggressive delivery targets, and then periodically hit a pot-hole and have to re-group.


Posts 2220
mab | Forum Activity | Replied: Tue, Sep 27 2011 6:54 AM

This happens in most every business Dennis. I can only guess that something they reasonably expected to complete took longer than they anticipated. There are undoubtedly some customers on a small budget who probably are happy it takes longer so they don't have to worry about the expense; others, like yourself, are eager to get started. 

Either way, you might as well find something else to study in Logos to redeem the time. And that's a wonderful thing in my opinion. 

The mind of man is the mill of God, not to grind chaff, but wheat. Thomas Manton | Study hard, for the well is deep, and our brains are shallow. Richard Baxter

Posts 205
LogosEmployee
Kent Hendricks | Forum Activity | Replied: Tue, Sep 27 2011 8:52 AM

Dennis,

I'm sorry we couldn't hit our original date. We have a thorough QA testing process for these videos, and we made the decision yesterday to address a few final issues before shipping.

Posts 218
Dennis Miller | Forum Activity | Replied: Tue, Sep 27 2011 9:16 AM

That then is a good thing that your not going to repeat he same mistake made with the Learn Hebrew and Greek videos. Just a suggestion for the future, don't post any dates until you have your QA process complete and know you have a finished product to ship.

Posts 2311
Ronald Quick | Forum Activity | Replied: Tue, Sep 27 2011 9:18 AM

Ken, thanks for the update.  I would prefer Logos extend the ship date to make sure the product is ready.  My wallet thanks you too.  It needs a rest.

Posts 26118
Forum MVP
MJ. Smith | Forum Activity | Replied: Tue, Sep 27 2011 12:10 PM

Dennis Miller:
Just a suggestion for the future, don't post any dates until you have your QA process complete and know you have a finished product to ship.

As users, we have put Logos in a double bind. We want to know the delivery date far enough ahead to budget for it; we then object if they fail to meet that target because we were counting on getting the resource. The only "perfect" solution that we offer them is to have it completely ready for release, publish a release date and sit on the resource until that date ... delaying all releases by a month or so.

No, I don't seriously want that. I do empathize with you and hope/wish that as users we could find a concrete, workable solution. Any takers?

Orthodox Bishop Hilarion Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."

Posts 3655
BillS | Forum Activity | Replied: Tue, Sep 27 2011 12:51 PM

MJ. Smith:
hope/wish that as users we could find a concrete, workable solution. Any takers?

When I was a manager of s/w developers, I asked our folks to estimate, but I also asked them to give me a confidence factor in their estimate. As we got closer to a date, yes, dates would sometimes move. But if a date out there that had 10% confidence factor then changed, customers felt differently than if we were closer & had a date with 90% confidence factor that changed.

Having a low confidence factor enabled us to satisfy customers request for a long term forecast. But the confidence factor told them how much they should get their hopes up we'd hit it... not a perfect system, but it helped.

The other thing we did as a group was to estimate dates we were pretty confident we could beat (not just hit). That way, when the unk-unk's (unknown unkonwns) hit, we had built-in recovery time & our estimates ended up being better than if we'd given our "real" estimate (that would eventually prove false).

Don't konw if any of this is useful, but FWIW... and YMMV.

Smile

Grace & Peace,
Bill


Asus GF63 8RD, I-7 8850H, 32GB RAM, 1TB SSD, 2TB HDD, NVIDIA GTX 1050Max
Samsung S9+, 64GB
Fire 10HD 64GB 7th Gen

Posts 1674
Paul N | Forum Activity | Replied: Tue, Sep 27 2011 2:09 PM

BillS:
When I was a manager of s/w developers, I asked our folks to estimate, but I also asked them to give me a confidence factor in their estimate...

I can see it now.... Cool

Yes [Hardworking Logos book making people - you know I kid because I love!] Stick out tongue

Posts 36
Mark | Forum Activity | Replied: Wed, Sep 28 2011 12:50 PM

I've always considered the dates to be soft estimates. I like the fact that I have an estimate. If it gets pushed back, oh well. Quality is better than speed.

Posts 493
Michael Anda | Forum Activity | Replied: Wed, Sep 28 2011 7:19 PM

I like as much of a heads up as possible, personally.  I am USUALLY pleased to see delays.  I do hate watching a given delay decision slip into the afternoon, then evening, what have you.  I suggest if a product scheduled to ship on specified day doesn't go live by say, Noon Pacific Time, note the product as being delayed until the next day, or whenever.  I think it is great that this particular title was delayed a couple of weeks instead of the Chinese water torture-like treatment of slipping day after day as this title did early on.

 

 

 

Posts 1805
LogosEmployee
Phil Gons (Faithlife) | Forum Activity | Replied: Wed, Sep 28 2011 9:16 PM

Dennis Miller:
Just a suggestion for the future, don't post any dates until you have your QA process complete and know you have a finished product to ship.

Thanks for the suggestion, but based on past conversations with users, I don't think this is what most want. If we waited to post an estimated ship date until we were 100% confident in being able to meet it, you'd only receive a couple days notice before products shipped. Most people would rather have the potential for change with more advanced notice.

Keep in mind that the ship date isn't a promise. It's our best guess, but is subject to change. That's inherent in how we communicate the date. Notice the tilde in front of the date, which denotes approximation.

Posts 218
Dennis Miller | Forum Activity | Replied: Thu, Sep 29 2011 5:31 AM

OK

Page 1 of 1 (15 items) | RSS