I purchased "A Short History of the Georgian Church" and received an email on 24th June indicating that the book was ready to be downloaded. I attempted to download it, but it did not show up in my library. I was using Logos 4 at the time.
I contacted Logos Customer Support on 27 June, and was asked to try the "Update Resources" command, which did not solve the problem. I was also asked to submit a log file, which I did. The subsequent response from Customer Support was that I should try upgrading to Logos 5, and to "Keep in mind, that if you don’t already own a Logos 5 base package, you will be missing many new features of Logos 5. To add these features, as well as more books to your library, please consider upgrading with custom discount, based on what you already own."
I expressed my dissatisfaction with this reply. The response that came back was "By updating your program all of your resources from Logo (sic) 4 will be transferred to Logos 5. Once that is complete I guarantee your recent purchased (sic) will be in your library."
Well, I've now updated to the Logos 5 engine, and the purchased book is still not being added to my library.
Which leads me to my questions:
1. Has anyone else had a similar problem with this book? I believe it is book-specific since other books I've purchased have been added to my library without problems.
2. Is Logos now producing books that are not supported by earlier program engines? That's the logical conclusion, since Customer Support is touting an engine upgrade to solve this problem... =(
3. Customer Support made a "guarantee" that this issue would be fixed by upgrading to Logos 5. Well, that didn't solve the problem. What next, Logos?
4. I also made a request for my query to be escalated to someone more senior. This was not done, and I have not heard from Customer Support for over a week. I have been a Logos customer for over a decade, and I must say that this recent episode has left me rather disappointed with Logos' customer support.