Just bought Scholar's Library Gold 3 - now need to pay double for version 4???

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Posts 39
Scott K | Forum Activity | Replied: Mon, Nov 16 2009 11:55 AM

I had a situation not terribly unlike your situation, Hans, and was extremely pleased with the service I received from Logos' sales department after I clearly explained my situation.   I continue to have only wonderful interaction with Logos. 

Posts 2744
Bohuslav Wojnar | Forum Activity | Replied: Mon, Nov 16 2009 12:13 PM

Ted Hans:
Interesting, for me the 800 875 6467 number is listed for USA/CAN on Logos. While the 08712181700 is listed for the UK. Is there another number that shows up when you Log into the Logos website? 

No, I see the same 2 numbers on the Home Page. The special discounted number for the UK customers seams not to be available for any other country.  I go to the Contacts info page and there are a few other numbers there.

 

Bohuslav

Posts 13
Hans Krause | Forum Activity | Replied: Mon, Nov 16 2009 12:19 PM

Paul was right, they do read the forum posts. In the end I got a phone call from a direct sales rep, who now works on this case. Obviously public pressure helps getting priority. Thanks to you all for responding Smile

Posts 3676
BillS | Forum Activity | Replied: Mon, Nov 16 2009 12:30 PM

Hi Hans,

HansKrause:
Obviously public pressure helps getting priority.

My experience with the Logos folks is that we all already have "priority" but may have trouble getting their attention, if they're busy. If you didn't already have their priority, you'd still have had to have called them. Because you DID already have their priority, THEY called YOU as soon as they realized you had a problem.

It's a fine semantic difference, but my understanding of the Logos' folks' good will towards & priority for their customers been tested/proved over a 12+ year relationship with them.

Many blessings to you as you enter the world of L4.

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

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Ted Hans | Forum Activity | Replied: Mon, Nov 16 2009 12:45 PM

Bohuslav Wojnar:

No, I see the same 2 numbers on the Home Page. The special discounted number for the UK customers seams not to be available for any other country.  I go to the Contacts info page and there are a few other numbers there.

Thanks for the info - will try that next time.

Ted

Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ

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Ted Hans | Forum Activity | Replied: Mon, Nov 16 2009 12:53 PM

HansKrause:
Obviously public pressure helps getting priority

The reason most of us could write with confidence informing you to contact Logos, is that Logos does do right by their customers. Now you are aware of this by practical expirence, so you will be in a good position to inform newbies next time. Nothing new to old timers in the forum, welcome to the discovery.

Ted

Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ

Posts 2375
Ronald Quick | Forum Activity | Replied: Mon, Nov 16 2009 1:08 PM

I agree - Logos takes care of their customers!

Posts 1674
Paul Golder | Forum Activity | Replied: Mon, Nov 16 2009 1:36 PM

Ted Hans:
The reason most of us could write with confidence informing you to contact Logos, is that Logos does do right by their customers.

Hear, Hear!

 

"As any translator will attest, a literal translation is no translation at all."

Posts 184
LogosEmployee
Dan Pritchett | Forum Activity | Replied: Mon, Nov 16 2009 1:48 PM

HansKrause:

Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?

Not the first time Logos is being unfair, but certainly the worst so far

Hans, you are all squared away. I have already unlocked your FREE crossgrade to Gold. Please check your email—you may begin downloading right away!

If you are curious as to why this happened, and if anyone else wants to know the policy on free crossgrades... read on.

According to our records, you have created three distinct web accounts at Logos.com, and it appears that you were logging into one of your duplicate accounts that was not tied to your purchase history. That is why you would have seen a price for the upgrade that equalled the price for the outright purchase because the account you logged in with did not have any purchase history. If you email me I can tell you which account to use for future reference.

This is also a mundane issue of "Finland is really far away from the USA" and a simple email or call to our office is all it takes to get things like this straightened out under normal circumstances. But as you realize, we are definitely not under normal circumstances right now with the flood of calls and emails. It is a simple matter requiring a little more patience during the busiest time in our corporate history.

All customers who activated the product in the 30 days before (and a week or so after) Logos 4  was released are able to get a free crossgrade to the new packages. That is something we have always done for our customers. The reason your crossgrade did not immediately show is because you are one of the very rare exceptions in which you ordered three days before we shipped, in the afternoon, in Finland. Apparently it took so long for your package to arrive all the way in Finland that you were not able to activate it within the window allotted. No big deal, a simple glance at your order history and a click of a button and you are set.

To help you turn that frown upside-down, I think you should also know that this is the best thing that could have happened to you. You were happy to pay the price you did for the product we sent you, and now you have about $3,000.00 of additional resources that you weren't even expecting and there was no additional cost at all. Not to mention any extra titles that you have that even the new customers of Scholar's Gold might not have depending on what may have been removed from that collection. All in all, you got a better deal than all the new Gold customers today forward. Congratulations!

As you may have seen from some long-time customers, customer service is #1 at Logos and we all work harder than any company I have ever seen to make sure customers are always taken care of. I would be happy to address the other concerns of unfairness you are alluding "Not the first time Logos is being unfair" privately. dan@logos.com   If I can't help you, feel free to also contact our president at bob@logos.com We honestly do want to have the best customer service in the world, in reputation and in reality.

 

 

 

 

Posts 8602
TCBlack | Forum Activity | Replied: Mon, Nov 16 2009 1:52 PM

I wish I could buy stock in this company. Yes

Guess I just have to buy more books.

Truth Is Still Truth Even if You Don't Believe It

Check the Wiki

Warning: Sarcasm is my love language. I may inadvertently express my love to you.

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Mark Smith | Forum Activity | Replied: Mon, Nov 16 2009 1:58 PM

DanPritchett:
To help you turn that frown upside-down, I think you should also know that this is the best thing that could have happened to you. You were happy to pay the price you did for the product we sent you, and now you have about $3,000.00 of additional resources that you weren't even expecting and there was no additional cost at all. Not to mention any extra titles that you have that even the new customers of Scholar's Gold might not have depending on what may have been removed from that collection. All in all, you got a better deal than all the new Gold customers today forward. Congratulations!

Not a bad return on a bit of frustration and disappointment!

We knew you would be making Hans very pleased.

Pastor, North Park Baptist Church

Bridgeport, CT USA

Posts 1674
Paul Golder | Forum Activity | Replied: Mon, Nov 16 2009 1:59 PM

Thomas Black:
I wish I could buy stock in this company.

Don't even think it. Sad The last thing we need is a board of directors telling Bob how to run the company.

 

(after all he already has all us customers telling him how to do it) Wink

"As any translator will attest, a literal translation is no translation at all."

Posts 3810
spitzerpl | Forum Activity | Replied: Mon, Nov 16 2009 2:04 PM

Paul Golder:
Don't even think it. Sad The last thing we need is a board of directors telling Bob how to run the company.

Especially a board filled with Thomases!!!!!!

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Forum MVP
Ted Hans | Forum Activity | Replied: Mon, Nov 16 2009 2:38 PM

Mark A. Smith:
We knew you would be making Hans very pleased

Mark who told you i was not pleased! I am on record as saying i am very satisfied with Logos, great companyBig SmileYes

Hans, T

Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ

Posts 8602
TCBlack | Forum Activity | Replied: Mon, Nov 16 2009 2:40 PM

Philip Spitzer:

Paul Golder:
Don't even think it. Sad The last thing we need is a board of directors telling Bob how to run the company.

Especially a board filled with Thomases!!!!!!

Heh he he.  I DOUBT that's a problem. 

 

Thread Hijack mode = OFF

Truth Is Still Truth Even if You Don't Believe It

Check the Wiki

Warning: Sarcasm is my love language. I may inadvertently express my love to you.

Posts 13
Hans Krause | Forum Activity | Replied: Mon, Nov 16 2009 11:25 PM

Thank you, Dan, for taking care of the upgrade and for your long explanation. Let me correct a few things, though, for the record.

  1. Over the past three years (according to my records, which go back to 2006) I have not logged into any other account than the one I used for this purchase - I am not even aware that I have any other. Every time I checked upgrade prices, I also checked that my Gold 3 purchase was in the purchase history. My original Customer ID changed September 2006 when Logos merged two accounts I had. Another thing is that the price shown on the upgrade page was well over 1000 USD because I had not activated the Gold 3 package yet (because it had not even arrived yet). Maybe my ignorance that I did not realize that upgrade prices change only after activation, not after purchase, but to be honest, I contacted both sales and customer service by email and did not get a response in two weeks, other than the automated "We'll contact you some day".
  2. Phone calls are not much of an option from here. They are terribly expensive and the line quality is so poor, that it is very hard to make any solid conclusions based on what you think you hear the other guy say. Latest experience: last night, when J-R called me about this matter after having read the forum posts. Time difference is of course another pain in the neck.
  3. Back in 2006 it required three weeks and a dozen or so emails to get a product registered and activated. That was not a good example of customer service, but ok, that was another time and generation, and the people at CS then are probably retired by now and taking care of their grandkids.
  4. Ever since July of this year I have been trying to settle the matter of including IBS translations (NIV, TNIV, NIrV) in the package. Due to licensing restrictions (Zondervan vs. H&S) these translations have been deactivated from the Gold 3 package for shipping overseas without a price cut, which is thoroughly unfair. I know that Zondervan and H&S have struck a new deal about worldwide licensing, which maybe the reason why they are included in the Gold 4 package also for overseas shipping. But the Gold 3 version I activated last night still does not have these translations included. After August I have not heard a word from Logos about this dilemma. I actually have no faintest idea whether the translations included in the Gold 4 package are backward compatible with version 3. Since version 4 is really a beta release, I have understood from the various forum posts, that one needs to revert to version 3 ever so often, at least for the time being.

Dan, you need not turn my frown upside down, I keep on smiling even after chasing CS for months and having to cancel a unique LBS seminar because I was unable to catch or shoot CS in time. Logos Bible software is unique, huge, generally speaking very cost-effective, and a wonderful gift for all those who serve as church leaders or Bible scholars. Once you have tasted it, you cannot live without it. I gladly recommend it to anyone who wants to be serious about Bible study.

 

Posts 4508
Robert Pavich | Forum Activity | Replied: Tue, Nov 17 2009 3:40 AM

Logos continues to show that they are unlike any other software company in the world.

I thank them for all that they do for us... Big Smile

Robert Pavich

For help go to the Wiki: http://wiki.logos.com/Table_of_Contents__

Posts 2738
Kevin A. Purcell | Forum Activity | Replied: Tue, Nov 17 2009 5:49 AM

In my position as a reviewer of software I get to interact with a lot of really great people.  It is by no means close interaction but I have had some very good experiences. I can assure you of this. Logos is a good citizen in the area of bible software. They are a business and do a good job on that side of things but they are also keenly aware of the expectations we as Christians should have related to biblical mandates of Christian love and decency. They excel in this area as well. Thankfully most of the others do as well. So while I cannot agree that they are unique in this, saying they are equal to any is a high standard.  Thanks Logos!

Posts 3810
spitzerpl | Forum Activity | Replied: Tue, Nov 17 2009 6:20 AM

Kevin A. Purcell:
So while I cannot agree that they are unique in this, saying they are equal to any is a high standard.  Thanks Logos!

Very well said, Kevin.

Posts 69
Nick Watson | Forum Activity | Replied: Tue, Nov 17 2009 6:24 AM

On the specific point of international phone charges - before now I've used Skype to phone Logos, and had no problems. If you have broadband and it's available to you, it's a no-cost or low-cost call (though you do have to buy credit in 10-euro blocks). I'm sure there are other internet telephony services that can help.

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