help upgrade confusion

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Posts 321
Michael Parry-Thomas | Forum Activity | Replied: Thu, Nov 1 2012 7:47 PM

hi

I signed into my account,  I went to the upgrade page

I selected the platinum library  upgrade

 I went down the list of books that Lagos said I have not got  in my library

 it is totally wrong, I have most of the books in the list , and they are definitely not new ones

so I am being charged for resources that I already own

this cannot be correct there must be something going wrong on the way the calculator works out the total cost of the upgrade against books you already purchased

 

 I have gone down the list  book after book  and check them against the books I already own

I am definitely be recharged for books I already purchased

I would like a response from somebody from logos

I been told I would not be recharged for books I already own,  this is not true

 it needs to be looked into by somebody at logos

mick

Mick
Posts 1950
LogosEmployee
Phil Gons (Faithlife) | Forum Activity | Replied: Thu, Nov 1 2012 8:31 PM

Thanks for reaching out, Mick. I'm sorry you had a bad experience. Our servers are getting slammed right now, so that could be having an impact at some level. In all our testing, we did not encounter anything like this. We'll take a look at your account and get in touch with you as soon as possible. What package were you looking to upgrade to?

Posts 6
David Ogg | Forum Activity | Replied: Thu, Nov 1 2012 9:55 PM

Richard DeRuiter:
L5 itself won't cost anything, but the new functionality will.

Consider the oxymoron; A functionality upgrade that won't cost anything unless you want it to be functional !?!

Posts 9240
Forum MVP
Mark Smith | Forum Activity | Replied: Thu, Nov 1 2012 10:23 PM

Michael Parry -Thomas:

hi

I signed into my account,  I went to the upgrade page

I selected the platinum library  upgrade

 I went down the list of books that Lagos said I have not got  in my library

 it is totally wrong, I have most of the books in the list , and they are definitely not new ones

so I am being charged for resources that I already own

this cannot be correct there must be something going wrong on the way the calculator works out the total cost of the upgrade against books you already purchased

 

 I have gone down the list  book after book  and check them against the books I already own

I am definitely be recharged for books I already purchased

I would like a response from somebody from logos

I been told I would not be recharged for books I already own,  this is not true

 it needs to be looked into by somebody at logos

mick

Mick, If you have one part of a multi-volume resource but not all of it the page will show it as one you will get in the upgrade. Single volumes should not show up unless something is messed up. (The pricing reflects all volumes you own, even though it seems to say you are missing a partially owned resource and therefore paying for it again.)

Pastor, North Park Baptist Church

Bridgeport, CT USA

Posts 321
Michael Parry-Thomas | Forum Activity | Replied: Fri, Nov 2 2012 5:56 PM

Phil Gons:

Thanks for reaching out, Mick. I'm sorry you had a bad experience. Our servers are getting slammed right now, so that could be having an impact at some level. In all our testing, we did not encounter anything like this. We'll take a look at your account and get in touch with you as soon as possible. What package were you looking to upgrade to?

hi

 

my current version is platinum 4,  just short of 5000 books in my library, I have added complete collections over time

I just thought it was a matter of going to the upgrade website calculator and it would work out the differences

the collections in the new upgrade price, I've already got them in my existing library

I checked each title  and collections / volumes  I got most of them in my current library

I wanted to be upgraded to the new logos 5  with a minimum of cost at this moment in time

as I've already got books on order

I've also been a beta tester testing each stage of the way in version 4

I spoke to Bob some time ago about my concerns about logos  and the lack of communication to their customers

and the chaos which can be damaging to a thriving company,  which is solely based on customers buying books

mick

 

 

 

 

 

Mick
Posts 5573
Forum MVP
Rich DeRuiter | Forum Activity | Replied: Sat, Nov 3 2012 8:00 AM

David Ogg:

Richard DeRuiter:
L5 itself won't cost anything, but the new functionality will.

Consider the oxymoron; A functionality upgrade that won't cost anything unless you want it to be functional !?!

No actual oxymoron, but I can see how you might think so. What I meant to say was something like this: Logos5 will function much like Logos4 with the free upgrade. To get the extra new features available to Logos5, that are not in Logos4, you will have to pay something.

Is that clearer?

 Help links: WIKI;  Logos 6 FAQ. (Phil. 2:14, NIV)

Posts 321
Michael Parry-Thomas | Forum Activity | Replied: Sat, Nov 3 2012 9:10 AM

Richard DeRuiter:

David Ogg:

Richard DeRuiter:
L5 itself won't cost anything, but the new functionality will.

Consider the oxymoron; A functionality upgrade that won't cost anything unless you want it to be functional !?!

No actual oxymoron, but I can see how you might think so. What I meant to say was something like this: Logos5 will function much like Logos4 with the free upgrade. To get the extra new features available to Logos5, that are not in Logos4, you will have to pay something.

Is that clearer?

 

I understand what you are saying about the functionality,

in my situation I have checked the collections in the upgrade against the ones I've already purchased

 they are identical and I am being charged again,

  I would have thought it would be in the best interest of logos to encourage anybody to use their latest version so they can take advantage of new books

why would anybody want to purchase any more books if they cannot take advantage of the new features,  which are put into the resources

this mess has caused big problems as people will be put off buying resources,

 I read on a form about the profit margin,  which seems quite low for a company the size  to survive today  they need to get things in order

 they need anybody to buy their resources if it's one book or hundreds of books,

there comes a point when development costs and services have to be balanced,customers request features but it needs to be done in a way that it is affordable for a large customer base, if not you lose your bread-and-butter customers,  

I am a managing director  who has lots of experience in running development, and offering services

and you know what I'm talking about as my company was very successful,  due to ill health I retired,

everything that I've seen in  the new version 5  cosmetic should have been implemented  in version 4,

 as I've always said that version 4 looks  and unfinished

 please treat me with some respect

mick

 

Mick
Posts 5573
Forum MVP
Rich DeRuiter | Forum Activity | Replied: Sat, Nov 3 2012 9:37 AM

Michael Parry -Thomas:

in my situation I have checked the collections in the upgrade against the ones I've already purchased they are identical and I am being charged again,

If that's true, something is going wrong on the web site for you.

Ensure that you are logged in to the Logos web site with the same login you use for Logos4.

If you've done that, and you are still seeing resources listed as "New to you" that you already own there is a problem that Logos needs to know about, so it can resolve it for you. It would be helpful if you could be more specific about which resources you do own, that the web site says you don't. Can you list them, or at least list a partial sample of those resources?

It's also possible that you are misunderstanding what you are seeing, and think that you are not being credited, when you are, but unless you provide a screenshot, I couldn't confirm that.

Here's a screenshot of my upgrade option for Platinum. I have a lot of resources, so my cost to upgrade to L5 Platinum isn't as high as yours might be (or it could be higher than yours).

What I want you to notice are the little grey icons next to "New to 5" and "New to you" on the top, and how these are represented in the column closest to the resource titles. As I indicate, a blank area (surrounded by the green box I added) means I already have it. The black dots are there to tell you which resources are included in the particular package you've selected. In my case "Platinum." They include both what I own and what I don't - it's a list of everything in the package.

One more piece of information: some of the series (for example the NAC) have been expanded for this upgrade. You may have as much of the series as possible as of yesterday, but still see the series show up. I've been assured that we are being credited for those volumes in the series that we already own, but it still shows up as new because there is something new in it.

I hope this is all clear to you, and I haven't spent a lot of time telling you what you already know. But there has been some confusion about how this page works.

If after all this you're still convinced you're being charged for resources you already own, please let us know which ones. This will help track down the problem and resolve it.

 Help links: WIKI;  Logos 6 FAQ. (Phil. 2:14, NIV)

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