No One Returning My Calls/Emails

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This post has 10 Replies | 2 Followers

Posts 7
Stephen Notman | Forum Activity | Posted: Mon, Nov 26 2012 5:49 AM

I don't think I can adequately convey how disillusioned and annoyed I am with Logos.  First, they advertised their Verbum Capstone package without alerting buyers in the UK that the Catechism i.e. the single most important extra-biblical source in the Catholic faith, is NOT available to anyone outside the US (even though they advertised their product as taking customers deep into the Catechism where "a study of Catholicism begins".  Then, they refuse to answer my phone messages and emails requesting a refund.  I'm told that I have 30 days to change my mind (word of mouth) but I've not seen that guarantee online nor will my account allow me to cancel my instalment plan and refund what I've paid so far.  Is this how logos operates?  Do they offer us thirty days to reconsider but then ignore unhappy customers until it's too late?  The only thing that annoys me more about their lack of response to my emails/phone messages is the fact that I've had to resort to 'ranting' on the forums about it, in hopes of attracting some attention.

Posts 3002
David Taylor Jr | Forum Activity | Replied: Mon, Nov 26 2012 5:54 AM

Keep trying or call sales, they have been swamped with the Logos 5 release and Thanksgiving sale.  I would try again today or later this week.   You do have 30 days just be patient.

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fgh | Forum Activity | Replied: Mon, Nov 26 2012 6:01 AM

Stephen Notman:
they refuse to answer my phone messages and emails requesting a refund

They've been closed the whole time since you found out. Wink It's been Thanksgiving weekend in the US, and it's right now 5.59 AM in Bellingham. They open again in one minute.

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

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NB.Mick | Forum Activity | Replied: Mon, Nov 26 2012 6:03 AM

Stephen Notman:
they refuse to answer my phone messages and emails requesting a refund. .....  Is this how logos operates?  Do they offer us thirty days to reconsider but then ignore unhappy customers until it's too late?

Stephen,

sorry to see that you want to give back Capstone with its thousands of resources because Logos is (for legal reasons outside their own reach) not able to deliver you one of these. Probably it's even legal to make (not share) one's own CCC-Personal Book from the available text, which would give you what you want, abelit with a bit of effort.

Are you aware of the fact that Logos (operating on the Pacific coast of the US) is technically still in Thanksgiving Holiday? They're not refusing anything, they are just not yet back at their desks. And they probably have a good number of e-mails stacked from before the holidays they need to attend to, so better than mail would probably be calling them in their business time on the UK-specific line.

Mick

Running Logos 8 latest beta version on Win 10

Posts 7
Stephen Notman | Forum Activity | Replied: Mon, Nov 26 2012 6:17 AM

Hi Mick, 

Thanks for your reply.  I'm going to make the friendly assumption that you are not a Roman Catholic.  If you were then you'd appreciate the problem with not offering the Catechism, especially since they specifically acknowledge its paramount importance and advertise it as the cornerstone of their Verbum package.  

In any event, no I was not aware that it's Thanksgiving in the US and appreciate you (and others) giving me the heads up.  I am content to be patient that I know we have 30 days.  I've just been frustrated that I only learned of the 30 day return offer from other people and can't find it on the site itself.  Apologies that my last email was aggressive  - I'm not very software savvy and need extra assistance.  Bad time left me without that because of Thanksgiving.  Thanks to all for your kind assistance!

Stephen 

Posts 8893
fgh | Forum Activity | Replied: Mon, Nov 26 2012 6:30 AM

fgh:
They open again in one minute.

That said, they will still be swamped, and they always take people actually waiting on the phone first, which means anyone else will have to wait. I never start expecting an e-mail reply until it's been at least two working days. At present, I've read many who've waited both one and two weeks.

You don't need to worry about your money, though. They'll refund you without problem. I've read cases where they've given refunds even after one or two years. 

The Catholic sales rep is David Day. If you want to e-mail, using david.day@logos.com might be faster than the general e-mail address. Plus he'll understand why the CCC is so important to you much better than most of the Evangelicals will.Smile

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

Posts 8893
fgh | Forum Activity | Replied: Mon, Nov 26 2012 6:48 AM

Here's a quote straight from the CEO:

Bob Pritchett:
our return policy is limited in days for technical reasons of legal liability, but from a practical point of view, we've offered refunds three years later. If you're unhappy with the software, we don't want to be holding onto your money.

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

Posts 117
Dennis Parish | Forum Activity | Replied: Mon, Nov 26 2012 7:20 AM

What kind of business doesn't use a telephone message to tell customers when they've closed down and when they will reopen?

Posts 1647
Rick | Forum Activity | Replied: Mon, Nov 26 2012 7:40 AM

I called on Saturday thinking that they were open but they were not and their recording stated their operating hours very clearly.

Peace  Smile

Romans 14:19 (NRSV)
19 Let us then pursue what makes for peace and for mutual upbuilding.

Posts 8893
fgh | Forum Activity | Replied: Mon, Nov 26 2012 7:46 AM

By the way, Stephen, did you pay the full price from the web? If you do decide to keep the program you should know that there's a 15% off coupon code, and rumours say that sales reps like David can give 25%, so make sure they credit you the difference.

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

Posts 8893
fgh | Forum Activity | Replied: Mon, Nov 26 2012 10:20 AM

In case you didn't see, Andrew Jones, Logos' Director of Catholic Products, has written a post to you at http://community.logos.com/forums/p/60796/431975.aspx#431975.

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

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