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This post has 25 Replies | 3 Followers

Posts 235
Tom Geswein | Forum Activity | Posted: Thu, Nov 8 2012 2:12 AM

I was just curious as to how long it has taken for people to get a response from customer service in regards to questions about the upgrade.  I contacted my rep and then contacted sales in general and it has been three days today.  I am NOT complaining - I have seen too many complaints on these forums!  (Did I just complain about the complaining?)  I just am feeling a little envy, while I am still using L4 for now.  I am sure the staff is overwhelmed still, but was just wondering.

Thanks to all of you (Logos staff) who have worked so hard on a great product and thanks to everyone on the forums for all your help you have provided over the years...

"It seems our problems solve themselves when we look beyond us to those truly in hell."  -  Beyond Our Suffering - AILD

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Friedrich | Forum Activity | Replied: Thu, Nov 8 2012 2:32 AM

Tom Geswein:

I was just curious as to how long it has taken for people to get a response from customer service in regards to questions about the upgrade.  I contacted my rep and then contacted sales in general and it has been three days today.  I am NOT complaining - I have seen too many complaints on these forums!  (Did I just complain about the complaining?)  I just am feeling a little envy, while I am still using L4 for now.  I am sure the staff is overwhelmed still, but was just wondering.

Thanks to all of you (Logos staff) who have worked so hard on a great product and thanks to everyone on the forums for all your help you have provided over the years...

Tom, gosh, I hate waiting.  I'm pretty sure Logos hates that you have to wait as well.  I'm guessing they're slammed.  I'd just call again.  What you thinkin' about gettin?

I like Apples.  Especially Honeycrisp.

Posts 4768
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Fred Chapman | Forum Activity | Replied: Thu, Nov 8 2012 3:18 AM

Tom,

I forwarded a link to this thread in an email to Logos. I would imagine somone will contact you today.

Posts 2174
LogosEmployee
Phil Gons (Faithlife) | Forum Activity | Replied: Thu, Nov 8 2012 7:31 AM

Tom, I'm very sorry you've not heard back. I'll ask someone to reach out to you ASAP.

Posts 47
Daniel Neades | Forum Activity | Replied: Thu, Nov 8 2012 7:48 AM

I’m in the same boat – I sent Dave Kaplan an email on Friday last week (possibly after hours), and followed up to sales@logos.com on Tuesday when I hadn’t heard anything. I’ve still not had any response. If people are busy, that’s fine, but it would be good to know how long to expect to wait. Dave normally surprises me with his very prompt responses, so I was wondering whether perhaps he was away.

Posts 2174
LogosEmployee
Phil Gons (Faithlife) | Forum Activity | Replied: Thu, Nov 8 2012 7:59 AM

Daniel, I just found out that we're behind on email. Phones get priority, and they're ringing pretty constantly between 6 AM and 9 PM, not leaving much time for email. The best way to get help is to call 800-875-6467 or, if you're ready to buy, 888-875-9491. Wait times are about five minutes.

I'm sorry for the slow response time for email, but calling is probably your best option.

Posts 1805
Tom | Forum Activity | Replied: Thu, Nov 8 2012 8:29 AM

Phil Gons:
Phones get priority, and they're ringing pretty constantly between 6 AM and 9 PM, not leaving much time for email

Phil, when you write things like that, it tells all of us folks that are living out of the US, that we are not important (or at least a priority). Sad  

I called Logos last month, because I got NO responce from my Emails. Confused

I just got my phone bill (mexican) and found that I payed over 15 dollars (150 pesos) to talk to logos last month.  Angry

Those of us who live out of the country get more then a little tired of hearing, just call Logos they will be gald to take care of it.

Why is it not, "Just Email Logos, they will respond within 24 hours? 

 

www.hombrereformado.org  Solo a Dios la Gloria   Apoyo

Posts 47
Daniel Neades | Forum Activity | Replied: Thu, Nov 8 2012 8:29 AM

Phil Gons:

Daniel, I just found out that we're behind on email. Phones get priority, and they're ringing pretty constantly between 6 AM and 9 PM, not leaving much time for email. The best way to get help is to call 800-875-6467 or, if you're ready to buy, 888-875-9491. Wait times are about five minutes.

I'm sorry for the slow response time for email, but calling is probably your best option.

Thank you, Phil, that explains things. As I’m in the Isle of Man, I generally try to avoid the trans-atlantic phone calls, but I understand if you’re that busy. It’s also easier to list resources and ask specific questions by email. (I also specifically wanted to deal with Dave, as he’s been most helpful in the past.)

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JT (alabama24) | Forum Activity | Replied: Thu, Nov 8 2012 8:50 AM

Tom Rach:
I just got my phone bill (mexican) and found that I payed over 15 dollars (150 pesos) to talk to logos last month.

Do you have the ability to use VOIP? 

Tom Rach:
Why is it not, "Just Email Logos, they will respond within 24 hours?

I understand your frustration, but there will obviously be times when Logos can respond more quickly than at other times. There are a limited number of workers and so many hours in a day. Tongue Tied

macOS, iOS & iPadOS | Logs |  Install

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JT (alabama24) | Forum Activity | Replied: Thu, Nov 8 2012 8:53 AM

Daniel Neades:
As I’m in the Isle of Man, I generally try to avoid the trans-atlantic phone calls, but I understand if you’re that busy.

Pardon my complete ignorance, but does this help you any?

macOS, iOS & iPadOS | Logs |  Install

Posts 1147
Armin | Forum Activity | Replied: Thu, Nov 8 2012 9:14 AM

 

Tom Rach:

I just got my phone bill (mexican) and found that I payed over 15 dollars (150 pesos) to talk to logos last month.  Angry

I have been able to use Skype and their freephone number even though I am overseas.

Armin

Posts 2775
Erwin Stull, Sr. | Forum Activity | Replied: Thu, Nov 8 2012 9:29 AM

Tom Geswein:

I was just curious as to how long it has taken for people to get a response from customer service in regards to questions about the upgrade.  I contacted my rep and then contacted sales in general and it has been three days today.  I am NOT complaining - I have seen too many complaints on these forums!  (Did I just complain about the complaining?)  I just am feeling a little envy, while I am still using L4 for now.  I am sure the staff is overwhelmed still, but was just wondering.

Thanks to all of you (Logos staff) who have worked so hard on a great product and thanks to everyone on the forums for all your help you have provided over the years...

Hi Tom;

As a fairly new user (~6 months), my experiences have been pretty positive. Email has been much less responsive than a phone call, and the forums are great for non-emergency issues and questions. So, what I do is if I need a quick answer to a question for customer support or sales, I call in without going through the email. If I have a question concerning support, usage, or advice, I opt for the forums 1st, then a phone call.

BTW: Logos has this new "Chat" feature on the website, but I don't think it's completely configured yet.

 

Posts 47
Daniel Neades | Forum Activity | Replied: Thu, Nov 8 2012 9:33 AM

alabama24:

Daniel Neades:
As I’m in the Isle of Man, I generally try to avoid the trans-atlantic phone calls, but I understand if you’re that busy.

Pardon my complete ignorance, but does this help you any?

It helps the transatlantic aspect, but not the others :-) Seriously, though, it’s great that Logos now seem to have a UK-friendly number.

Posts 47
Daniel Neades | Forum Activity | Replied: Thu, Nov 8 2012 12:07 PM

Daniel Neades:

Phil Gons:

Daniel, I just found out that we're behind on email. Phones get priority, and they're ringing pretty constantly between 6 AM and 9 PM, not leaving much time for email. The best way to get help is to call 800-875-6467 or, if you're ready to buy, 888-875-9491. Wait times are about five minutes.

I'm sorry for the slow response time for email, but calling is probably your best option.

Thank you, Phil, that explains things. As I’m in the Isle of Man, I generally try to avoid the trans-atlantic phone calls, but I understand if you’re that busy. It’s also easier to list resources and ask specific questions by email. (I also specifically wanted to deal with Dave, as he’s been most helpful in the past.)

An update: I managed to speak by phone with Dave Kaplan and I’m now sorted with the upgrade and some other resources I was interested in. The sales staff do sound like they’re overwhelmed at the moment, so it’s probably a good idea for everyone to cut Logos some slack as they handle what is obviously an exceptionally busy period for them.

Posts 235
Tom Geswein | Forum Activity | Replied: Thu, Nov 8 2012 2:31 PM

Dan DeVilder:

Tom, gosh, I hate waiting.  I'm pretty sure Logos hates that you have to wait as well.  I'm guessing they're slammed.  I'd just call again.  What you thinkin' about gettin?

I'm thinking about Platinum.  It's a little more than I want to spend, but I'm getting a lot of stuff for a great price.

Thanks for the responses.  Again, I wasn't complaining and I am not in the least bit upset.  I was just a little anxious and was wondering if I got overlooked.  I tend to use e-mail rather than phone - I probably should have known that a phone call would have worked better... I heard from someone today, so I will be making a decision soon.

"It seems our problems solve themselves when we look beyond us to those truly in hell."  -  Beyond Our Suffering - AILD

Posts 2174
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Phil Gons (Faithlife) | Forum Activity | Replied: Thu, Nov 8 2012 4:39 PM

Tom Rach:

Phil Gons:
Phones get priority, and they're ringing pretty constantly between 6 AM and 9 PM, not leaving much time for email

Phil, when you write things like that, it tells all of us folks that are living out of the US, that we are not important (or at least a priority). Sad  

I called Logos last month, because I got NO responce from my Emails. Confused

I just got my phone bill (mexican) and found that I payed over 15 dollars (150 pesos) to talk to logos last month.  Angry

Those of us who live out of the country get more then a little tired of hearing, just call Logos they will be gald to take care of it.

Why is it not, "Just Email Logos, they will respond within 24 hours? 

Tom, I'm sorry about that. That wasn't my intent. It's more due to the interruptive nature of the phone. When someone calls a sales line, they expect someone to pick up on the other line, even if they have to hold. When someone sends an email, they aren't expecting that you'll stop everything you're doing and reply immediately. It's much easier to let emails accumulate than it is to let the phone lines back up. It's not that we care about certain customers more than others. It's that the one communication medium demands a more immediate response than the other.

If you email me directly (phil@logos.com), I'll ask one of our sales reps to assist you as soon as possible.

Sorry again for the delay.

Posts 1805
Tom | Forum Activity | Replied: Thu, Nov 8 2012 4:53 PM

Phil Gons:
Sorry again for the delay.

Phil Gons:
It's that the one communication medium demands a more immediate response than the other.

Phil,

Thank you for kind responce!

Tom

 

 

www.hombrereformado.org  Solo a Dios la Gloria   Apoyo

Posts 1805
Tom | Forum Activity | Replied: Thu, Nov 8 2012 5:33 PM

alabama24:
There are a limited number of workers and so many hours in a day. Tongue Tied

You are right. Yes 

alabama24:
Do you have the ability to use VOIP? 

I had Skype set up on the on computer, but not on this computer yet, got to look for my password etc.  Embarrassed

 

 

www.hombrereformado.org  Solo a Dios la Gloria   Apoyo

Posts 1805
Tom | Forum Activity | Replied: Thu, Nov 8 2012 5:40 PM

Armin:

 

Tom Rach:

I just got my phone bill (mexican) and found that I payed over 15 dollars (150 pesos) to talk to logos last month.  Angry

I have been able to use Skype and their freephone number even though I am overseas.

Armin

Yes  Good idea.

When my  speakers and head set are working, and the DSL is not down to the speed of dial up, it works fine here also. :) 

www.hombrereformado.org  Solo a Dios la Gloria   Apoyo

Posts 214
Jeffrey S. Robison | Forum Activity | Replied: Thu, Nov 8 2012 7:16 PM

I have not had any trouble contacting the young man that usually helps me out in academic sales. I have talked to him a couple of times since L5 launch. Kudos to Jason C for great customer service and support.

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