How Long Does It Take For Logos Customer Service To Answer Emails?

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This post has 26 Replies | 1 Follower

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James Hiddle | Forum Activity | Posted: Fri, Nov 14 2014 2:11 PM

I sent an email to Logos CS on the 12th and I still haven't received an email back. How long does it take for a customer service rep to get back to me via email?

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JT (alabama24) | Forum Activity | Replied: Fri, Nov 14 2014 2:15 PM

I have found that email is the worst form of communications with Logos, unless you have someone who is expecting your email. If your question is tech related (rather than orders /account issues) Your best bet is to use the forums for simple or common things, and to call for complex things.

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abondservant | Forum Activity | Replied: Fri, Nov 14 2014 2:48 PM

Before the 6 Launch when things were relatively quiet I would normally get a reply same day.

Now... You might want to call. Things seem to be chaotic for them.

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James Hiddle | Forum Activity | Replied: Fri, Nov 14 2014 2:55 PM

Wow you guys are quick. Quicker than the Logos customer service email Big Smile

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James Hiddle | Forum Activity | Replied: Fri, Nov 14 2014 4:50 PM

Update got the email. Guess they are very busy with the new Logos 6 stuff.

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GaoLu | Forum Activity | Replied: Fri, Nov 14 2014 5:06 PM

Going on 5 days here since most recent initial contact, 2.5 days since auto-reply.   But I am pa...........tient. I like good deals, and no doubt they are excruciatingly busy just now.     

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James Hiddle | Forum Activity | Replied: Fri, Nov 14 2014 6:00 PM

Got my question answered. Two thumbs up to their customer service. God bless them despite them being busy which is understandable. I can imagine that they're swamped with all sorts of emails and phone calls. Don't envy them a bit lol.

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abondservant | Forum Activity | Replied: Fri, Nov 14 2014 6:08 PM

Gao Lu you may want to contact them again... five days is pretty slow. I seem to remember you're no in the US at the moment, skyping their customer service line may be a good, and affordable alternative. 

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Alex Scott | Forum Activity | Replied: Fri, Nov 14 2014 7:50 PM

I sent them an e-mail on October 30 about an issue I was having.  I got an immediate automatic response stating, "Thank you for contacting Logos Bible Software.  Our goal is to provide you with the very best support possible. We will respond to your e-mail as quickly as we can, normally in 24 to 48 hours....  It's now November 14 and still waiting.  I agree with Alabama24 - it's the worst form of communications with Logos.  Sounds good, but....

Longtime Logos user (more than $30,000 in purchases) - now a second class user because I won't pay them more every month or year.

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toughski | Forum Activity | Replied: Sat, Nov 15 2014 1:20 AM

Alex Scott:
I got an immediate automatic response stating, "Thank you for contacting Logos Bible Software.  Our goal is to provide you with the very best support possible. We will respond to your e-mail as quickly as we can, normally in 24 to 48 hours

I got the same automatic email. So it was my great surprise to get a support response the following morning. Way above my expectations. Good job, Faithlife (Todd)!

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Bruce Dunning | Forum Activity | Replied: Sat, Nov 15 2014 4:41 AM

James Hiddle:
Two thumbs up to their customer service.

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GaoLu | Forum Activity | Replied: Sat, Nov 15 2014 2:19 PM

I am still waiting--since the 9th (7 days?).  And a couple follow-up emails.  Maybe today, but now its the weekend.   

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mab | Forum Activity | Replied: Sat, Nov 15 2014 3:53 PM

Back in the day before email, the right thing to do was to call back within a business day. Auto reply email is ok, but only if someone responds within a business day or two unless the email response indicates otherwise and hopefully gives the person another potential source of resolution.

You can busy like crazy, as Logos surely is now, but that's really no excuse to leave a customer hanging. Followup with your original email forwarded to deverett@logos.com.and just add that you haven't heard back.   

The mind of man is the mill of God, not to grind chaff, but wheat. Thomas Manton | Study hard, for the well is deep, and our brains are shallow. Richard Baxter

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Milkman | Forum Activity | Replied: Sat, Nov 15 2014 7:02 PM

I've found that within the last month replies have been disappointingly tardy. Because of that, I have resorted to the chat, now that has been somewhat slow as well, but I wonder if the slowness is not so much with them as it is with me/us. I'll speak for myself and this may include you as well, but I'm I too accustomed to having it now and I mean now. 

When a customer calls our answering service or emails us I do everything in my power to return that call ASAP. We live in a social media mind-set that what we want to find we can within minutes on our devices. 

So I have to tell myself, chill out, relax and take a breath. My wife will be the first to tell you that one of my glass house problems is, impatience. Is that a guy thing? Maybe, maybe not. 

So I guess what I'm saying is chill, do I/we really think that they are ignoring our calls or emails for what reason? Our calls, emails and chats are not only revenue for Faithlife, but profit for those who SERVE us.

My two cents for whatever it's worth....

mm.

mm.

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GaoLu | Forum Activity | Replied: Sat, Nov 15 2014 9:25 PM

That kind of cents mainly has value only in Canada.

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James Hiddle | Forum Activity | Replied: Sat, Nov 15 2014 9:27 PM

Oh I'm an impatient person myself.

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Milkman | Forum Activity | Replied: Sun, Nov 16 2014 6:43 AM

Ah, but it transcends all international borders. However, we have relegated the penny to the way of the dodo bird as they are not minted any longer.

We now have something called, "penny rounding" which means, if my bill is $12.33 I will have to pay $12.35. On the other hand, if my bill is $12.32 I will only have to pay $12.30. They (gov.) says 'it will all work out in the end'.

Reason for no more pennies? Most were not being used (????) and the Canadian Mint would save tons of cash not minting them.

So what I'm saying is in a few years or so, that kind of Canadian cents/sense will no longer be available to share internationally.

Gao Lu:

mm.

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Yasmin Stephen | Forum Activity | Replied: Sun, Nov 16 2014 7:26 AM

Milkman:

We now have something called, "penny rounding" which means, if my bill is $12.33 I will have to pay $12.35. On the other hand, if my bill is $12.32 I will only have to pay $12.30. They (gov.) says 'it will all work out in the end'.

All work out in the end?! Quelle horreur!! This would send my OCD into overdrive Big Smile

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Milkman | Forum Activity | Replied: Sun, Nov 16 2014 9:55 AM

LOL. I'm OCD without the D. I don't consider my compulsiveness a disorder. I consider it a trait that really helps me dot every 'i' and cross every 't'. Really helps in invoicing my customers too. That way I know for sure I'm getting every penny that is coming my way. By the way, I don't round up or down in my invoicing. Most customers pay by cheque.

An aside here. I think those who have either OCD or a mild case thereof, read and re-read and maybe thrice times, there posts and replies to posts. Just a thought. I could be mistaken.

Yasmin Stephen:

Milkman:

We now have something called, "penny rounding" which means, if my bill is $12.33 I will have to pay $12.35. On the other hand, if my bill is $12.32 I will only have to pay $12.30. They (gov.) says 'it will all work out in the end'.

All work out in the end?! Quelle horreur!! This would send my OCD into overdrive Big Smile

mm.

Posts 959
Yasmin Stephen | Forum Activity | Replied: Sun, Nov 16 2014 10:25 AM

Milkman:

LOL. I'm OCD without the D. I don't consider my compulsiveness a disorder. 

Same here (though my family and friends would probably beg to differ, haha!). After 10+ years of marriage, it's a lot better (or more suppressed? Hmm); going behind my husband's back countless times to refold the towels the correct way (among other things) got very frustrating very quick Stick out tongue

Milkman:

An aside here. I think those who have either OCD or a mild case thereof, read and re-read and maybe thrice times, there posts and replies to posts. Just a thought. I could be mistaken.

I do that. All the time Embarrassed  Sometimes I spend so much time ensuring everything is in order, I find that someone else has replied with what I wanted to say. Or worse, I post and realize I still spelled something wrong or left something out *headdesk*

To get back on topic, I haven't had much opportunity to contact CS et al, just my sales rep but she's been reasonably prompt in replying to my emails, all mostly within the same day.  I'm now four hours ahead of Faithlife's local time, so I find she is still very much at work when I arrive home from work, which works out quite neat for response times.

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