Getting a refund, "returning" product
Does anyone know the return policy for Logos 4? I've emailed customer service 3 times and haven't received an answer. I'm totally unhappy with the complexity of this program, the 1-2 day downloads on my slow internet connection, the indexing time, etc., and just want to uninstall, return the DVD, and receive a refund. Can anyone tell me the procedure?
Comments
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Customer service is the correct route - how long have you allowed for an answer?
Orthodox Bishop Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."; Orthodox proverb: "We know where the Church is, we do not know where it is not."
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I recommend asking jarrod at logos dot com. He works in sales and marketing and helped me with a product I had to return. That being said, the staff seems to be keeping _very_ busy this last two quarters, so there can be substantial delays when calling/e-mailing. Sorry to hear that you've not had a good experience.
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I emailed customer service and also my sales rep. on January 12th and received one response that did not answer my question about how to go about getting a refund, so I emailed again on January 14th and haven't heard back, so I just emailed a third time today. I know they are slammed with the new release so I'm trying to be patient, but I am very concerned about the $500 + investment and would feel much better if I could receive some assurance that a refund can be issued. I was hoping someone on the forum might be able to tell me the return policy while I am waiting to hear from them - I haven't been able to find it on the site. Thanks for your info. God Bless!
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Thanks for the info Ward, I will try him if I don't hear back in a few days. I know they are really busy...
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My understanding is you have 30 days to get a refund.
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Jeremiah Daniel Morris said:
My understanding is you have 30 days to get a refund.
True, but my guess, knowing the people at Logos, is that your email to them dating before the 30 day period ending would more then satisfy the 30 day term, whether they responded to it or not. I don't speak for Logos, of course, but this would only make sense to me.
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Barbara Martin said:
would feel much better if I could receive some assurance
After a week of unsatisfactory response, you could email Bob directly at bob@logos.com . You'll get help.
Grace & Peace,
Bill
MSI GF63 8RD, I-7 8850H, 32GB RAM, 1TB SSD, 2TB HDD, NVIDIA GTX 1050Max
iPhone 12 Pro Max 512Gb
iPad 9th Gen iOS 15.6, 256GB0 -
The refund policy is 30-day money back guarantee no questions asked. I actually made use of that, I purchased the platinum base package and then decided that the that was a little to large starting off. So I called the customer support and they helped me fairly fast, the price that I paid was refunded. (Al little later I purchased the scholars base package, and am really happy with that).
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Barbara Martin said:
Does anyone know the return policy for Logos 4? I've emailed customer service 3 times and haven't received an answer. I'm totally unhappy with the complexity of this program, the 1-2 day downloads on my slow internet connection, the indexing time, etc., and just want to uninstall, return the DVD, and receive a refund. Can anyone tell me the procedure?
I got a refund for Logos 4 but I had to call Logos and sit on hold. After you get a real person on the line, the refund process is painless.
I later re-purchased the program because I have an investment in Logos. That doesn't mean that I'm pleased with the situation, because I'm not. I think the whole Logos 4 thing is being excruciatingly poorly managed. If I owned Logos, I'd be firing someone today.
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I've had more problems with the installation than anyone I've seen in the forums, Logos has been busy, but when push came to shove and even when I got a little grumpy, they came through for me, as well as knowledgeable people in the fourms. No one else had a similar problem but they kept plugging away. They offered me a refund several times, but from past experience I knew it was worth the wait.
I've never seen another company that lets the good, the bad and the ugly get posted and stay posted in their forums and have stayed more than civil. I believe they are to be commended for this and if a quality coffee maker that makes that much coffee for that many kinds folks than I'm just fine with that. I hope they all get paid well, the program has been more than worth the wait for me and I still recommend it. My oldest son just graduated from high school and I told him it was time for him to purchase his own copy of the software, he did and he is as happy with it as I am.
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Calling Customer Service is the way to go; I was on hold for 30 minutes a week ago-I had to call regarding a back order. So, I just put my phone on speaker phone and continued to work until they got to me. If you call when they first open, you can get through in minutes. And they are extremely helpful and professional. Emailing did not work for me. God BlessBarbara Martin said:Does anyone know the return policy for Logos 4? I've emailed customer service 3 times and haven't received an answer. I'm totally unhappy with the complexity of this program, the 1-2 day downloads on my slow internet connection, the indexing time, etc., and just want to uninstall, return the DVD, and receive a refund. Can anyone tell me the procedure?
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While I haven't had to ask for a refund let me say that actually having a specific sales rep to talk to works great. If he or she is already on the line you can leave a voicemail and they get back to you the same day. That way you can spent the half hour to hour "hold" time actually working, rather than listening to hold music.
Prov. 15:23
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When I've called Logos they have been extremely helpful. I also put my phone on speaker and keep working until a person is available.
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Hi Barbara,
Bill again with one more thought.... If you already had L3 installed & just wanted to use your new books there, you can. See Logos blog at : http://blog.logos.com/archives/2009/12/using_your_new_logos_4_resources_in_logos_3_or_logos_for_mac_1.html .
Grace & Peace,
Bill
MSI GF63 8RD, I-7 8850H, 32GB RAM, 1TB SSD, 2TB HDD, NVIDIA GTX 1050Max
iPhone 12 Pro Max 512Gb
iPad 9th Gen iOS 15.6, 256GB0 -
Michael, you continue to impress me with your attitude. Thank you!Michael Lyman said:I've had more problems with the installation than anyone I've seen in the forums, Logos has been busy, but when push came to shove and even when I got a little grumpy, they came through for me, as well as knowledgeable people in the fourms. No one else had a similar problem but they kept plugging away. They offered me a refund several times, but from past experience I knew it was worth the wait.
I've never seen another company that lets the good, the bad and the ugly get posted and stay posted in their forums and have stayed more than civil. I believe they are to be commended for this and if a quality coffee maker that makes that much coffee for that many kinds folks than I'm just fine with that. I hope they all get paid well, the program has been more than worth the wait for me and I still recommend it. My oldest son just graduated from high school and I told him it was time for him to purchase his own copy of the software, he did and he is as happy with it as I am.
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Thanks to everyone for their help. An extrememly kind customer service representative contacted me today in response to yesterdays email to everyone I had an address for at Logos, and told me they were issuing a credit. Appreciate all of your responses. God Bless!
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Kevin Becker said:
While I haven't had to ask for a refund let me say that actually having a specific sales rep to talk to works great. If he or she is already on the line you can leave a voicemail and they get back to you the same day. That way you can spent the half hour to hour "hold" time actually working, rather than listening to hold music.
Kevin, this works for sales since they each seem to have voice mail but it doesn't for customer service as I end up in the queue waiting for the next one.
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Joan Korte said:
Kevin, this works for sales since they each seem to have voice mail but it doesn't for customer service as I end up in the queue waiting for the next one.
Ah, I hate being wrong [:S]
Prov. 15:23
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Michael Lyman said:
I've never seen another company that lets the good, the bad and the ugly get posted and stay posted in their forums and have stayed more than civil. I believe they are to be commended for this
Couldn't agree more
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Michael Lyman said:
I've had more problems with the installation than anyone I've seen in the forums...
I was amazed at the significant / bizarre challenge you encountered, your/others' persistence in the face of tremendous odds, and your excellent Christian witness throughout that very long ordeal. Satan really wanted to impede your capabilities--nice to see him sent packing.
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I am sorry you have had these problems. I hope they are worked out quickly by the Logos staff.
I must say that my own experiences with Logos customer service has been very good. I am not surprised at somewhat long waits on the phone. I get that with nearly every corporation I deal with these days, and the Logos staff has been under great stress and pressure getting Logos 4 going. However, everytime I have had an issue, the staff has been very helpful and professional in solving my issues once I had reached them.
"In all cases, the Church is to be judged by the Scripture, not the Scripture by the Church," John Wesley0 -
I think we are all on the same team! [:)]Kevin Becker said:Ah, I hate being wrong
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Hi,
helpful reading posts here. I just want to return an unwanted (at this point!) collection of books, and purchase something more must-have (i.e. some of the IVP "black dictionaries"!).
I've just emailed, but sounds like they are slow in replying??? Calling the US number would be less-than-great for me, because (though I'm an American) I live down under in New Zealand! Here's hoping they email back!
-d-
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Dale Wayne Campbell said:
(though I'm an American) I live down under in New Zealand! Here's hoping they email back!
You're not the Dale Campbell who used to go to Ngaire Ave, are you? Say hello to my cuzzies the next time you see them!
(And let me know if CS doesn't get back to you via email; you should receive a response within 24-48hrs.)
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CS have always been very helpful to me via email. I have used Skype on occasion, but can't do that from home
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I also asked for a refund today for the Scholar edition, and it breaks my heart to have to do it. I've had it for almost a week now, and problems are popping up too often. I spent all day working on it yesterday and it seemed to be fine. Then today they started again. In a weeks time I fell in love with the program, all it's capabilities, options, and books. However, I don't have the time or patience at this point to chase bugs. I've been a beta tester for several programs the last few years, and I'm bugged out right now. [:'(] I keep reading posts about the reverse interlinear issues and I think I have been having problems with that, besides constantly getting corrupt layout saves.
I asked for my refund by email to bob@logos.com since I have heard nothing from customer support, which surprised me. I emailed customer support over 24 hours ago. I know, they say 24-48 hours. I also read on my receipt that they read their email every day.
I have not seen a single mean post in the forums, and that's amazing. God Bless all of you Logos users. [Y]
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Larry, one of the MVPs told me when I was having big problems that, if necessary, someone from Logos can look inside my computer (with my permission!) and see what's going wrong, and, presumably, put it right or tell me how to. I have Scholars and have had no problems with it that have not been sorted quickly. If you enable logging (wiki page) and make a crash log as well as an ordinary log and post it either to the forum or to Logos CS or both, you may get the solution quickly. see
http://community.logos.com/forums/p/24420/181546.aspx#181546
for how Dave helped me with my problem, that was major till we sorted it, he with incredible patience.
Then Bradley from Logos staff also responded.
Stick with a few days longer - scholars is such a blessing to me!
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Nicky; Thanks for your kind words. Last night I worked with Logos on my laptop (Vista) and all worked perfectly. I'm beginning to think that XP is an enemy of Logos 4 which is what is on my desktop that's having problems. I ordered Windows 7 last night to replace XP. After taking several hours of contemplating what all I would be losing, I'm going to wait a bit longer and try to get it working right. I just hope it happens before the 30 days are up and a refund is not possible.
I'll check out the link you gave too. [;)]
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FWIW, a year ago I went from XP to Win7 and it made a huge difference on the same computer.
Jerry
Macbook Air (2024), Apple M2, 16gb Ram, Mac Sequoia, 1TB storage
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Larry,
Glad to hear you're going to give it a little more time. I moved from Vista to Win 7 last year. While I was not really having any serious issues running the program, Win 7 64 bit made a big difference in performance.
From what I have seen, sometimes people are discouraged initially by the program because there are so many features and tools in L4 to learn. One suggestion I would make (if you have not alrready done so) is to spend a little time reviewing the videos created by Mark Barnes and other users on this wiki link. There are many videos listed that are all good resources, but Mark's are especially good for the newer users of the program.
http://wiki.logos.com/Logos_4_Video_Tutorials
In closing, anytime you have a problem or question, take advantage of these forums. There are a number of very smart people who regulary monitor threads and can be a tremendous help. By the way, I am not one of those really smart people, but I have spent a few nights in the Holiday Inn Express[;)]
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Larry Parker said:
Nicky; Thanks for your kind words. Last night I worked with Logos on my laptop (Vista) and all worked perfectly. I'm beginning to think that XP is an enemy of Logos 4 which is what is on my desktop that's having problems. I ordered Windows 7 last night to replace XP. After taking several hours of contemplating what all I would be losing, I'm going to wait a bit longer and try to get it working right. I just hope it happens before the 30 days are up and a refund is not possible.
I'll check out the link you gave too.
Larry, I'm so glad you're giving it a little more time. I haven't run L4 on XP, so don't know if that was the problem. I'm sure you'll let us know if Windows7 solves the problem. I would imagine if you explain to Loogos CS or Dan Pritchett or someone else senior that you might need time beyond the 30 days as you're trying to avoid asking for a refund, they would allow you the extra time. To be safe, ask them before the 30 days are up! After all, it's in their interest to keep a happy customer and not lose a sale. It would be shortsighted to jeopardise future sales by being inflexible when you are needing extra time to make the product work, and Logos normally seem to be very flexible and generous.
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Joan Korte said:
Calling Customer Service is the way to go; I was on hold for 30 minutes a week ago-I had to call regarding a back order. So, I just put my phone on speaker phone and continued to work until they got to me. If you call when they first open, you can get through in minutes. And they are extremely helpful and professional. Emailing did not work for me. God Bless
Some people don't have speaker phones. Others may have a low phone battery when they are initially put on hold. Others may have a lot of irons in the fire (lots of kids underfoot?) It would be cool if there was a call-back system. I do not know how difficult it would be to implement but if Logos Customer Service had a system like the US Social Security Department has, it would save a lot of people that wait time on hold.
Logos 7 Collectors Edition
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I love reading the bios here on the many varied people. Someday we can all be in heaven where we can get a face to face. For now, Fred and Jerry, God Bless you both in the ministry. My dad was a non denominational minister so I know second hand what you go through. Matthew, 13 children and home schooled! That's incredible. Nicky living in Albania. I have many questions about living there, but I've already veered off the forum topic of refunds, so I best stop now. [:O]
I heard back from customer support and it took exactly 48 hours. Better than not hearing from them. They suggested I call them on the phone. Thanks for all your input, as I hijacked this thread. Sorry Barbara for doing that.
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Fred Chapman said:
Larry,
Glad to hear you're going to give it a little more time. I moved from Vista to Win 7 last year. While I was not really having any serious issues running the program, Win 7 64 bit made a big difference in performance.
From what I have seen, sometimes people are discouraged initially by the program because there are so many features and tools in L4 to learn. One suggestion I would make (if you have not alrready done so) is to spend a little time reviewing the videos created by Mark Barnes and other users on this wiki link. There are many videos listed that are all good resources, but Mark's are especially good for the newer users of the program.
As far as XP versus Win7, I will let you all know. I ordered it slow
shipping so this won't happen until next week at the earliest. I too
will install the 64 bit version.The first thing I did when I bought Logos was to go and watch almost every video while working along side them. I have a few more to do still. They are a tremendous help!
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J. Morris said:Michael Lyman said:
I've never seen another company that lets the good, the bad and the ugly get posted and stay posted in their forums and have stayed more than civil. I believe they are to be commended for this
Couldn't agree more
[Y] +1
Grace & Peace,
Bill
MSI GF63 8RD, I-7 8850H, 32GB RAM, 1TB SSD, 2TB HDD, NVIDIA GTX 1050Max
iPhone 12 Pro Max 512Gb
iPad 9th Gen iOS 15.6, 256GB0 -
Barbara Martin said:
Does anyone know the return policy for Logos 4? I've emailed customer service 3 times and haven't received an answer. I'm totally unhappy with the complexity of this program, the 1-2 day downloads on my slow internet connection, the indexing time, etc., and just want to uninstall, return the DVD, and receive a refund. Can anyone tell me the procedure?
I wish I had seen this post before. I hope you didn't return it. My advice would've been and would be: Give it time. It took me 4 days to get it all up and running and once it was up and running it's all smooth sailing from there. If I were you I'd have a little bit of patience and wait. Logos 4 is not your typical cheap $14.95 Bible program that you can install it in a flash. It's more sophisticated and therefore it will take a little bit more time to get it up and running. But if you already returned it, then I guess it was your choice...but my two cents are: Have patience and give it a chance, it won't disappoint you. Logos is the best Bible software in the market! [:)]
Douglas
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Well, I had a motherboard go bad, installed Win 7 64 bit, moved three PC's to new places, and get the replacement PC tomorrow from Dell. So far Win7 seems to still have the Microsoft quirks that all of their priors have. I haven't gotten to try Logos with Win 7 yet as the new PC tomorrow is the one that will do that.
Still in limbo here... [:P]
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Win7 64 bit installed on an XPS 9100 Studio from Dell, Logos 4 Scholars edition including download time in one hour. Even indexing! Before on XP with an XPS 600 it took a total of about three hours. That's with a broadband connection. Logos 4 runs very fast and smooth, so the change from XP to Win7 64 made all the difference.
I'm so thankful for all the posts telling me to hang in there because Logos is worth it. It sure is, and thank you to all the positive posts!
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Larry, I'm so glad! Now enjoy it! Labour pains over, baby born! [:D]
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