How do I know when my order shipped?

I bought it last Saturday. I got a confirmation email, but have yet to see anything saying it was shipped, or how it will be shipped. I sent an email to customer service, got nothing back. I call and get told it'll be 30-35 min.

I gotta say....for a $700 product (with an academic discount no less), one would think I'd get a bit better service experience.

Where can I find out the status of my order and hy can't I get some better service?

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Rosie Perera

Hi Keith. You didn't mention what "it" was that you bought. Was this your first purchase of a Logos base product, or was it an add-on you are asking about? Either way, when you ordered it, you will have had to give your email address, which is your login ID for when you need to download updates and such. It is also how you access your customer account. Now that you have a Logos account, you can go to logos.com and log on to it and click "My Account" and then "Order History" to check the status of your past orders. Click on the order number for the order in question. There you should be able to see what shipment method you selected if you didn't notice what you were choosing when you ordered it (I believe download is the default). If you ordered it to be shipped to you by CD, I'm afraid you are at the mercy of the postal service. If you ordered it by download, you should find a link there on your order confirmation page to download it (if it was an add-on). If it was the main product you ordered, and for some reason you were never given a link to where you can download that, you can find it here:

http://downloads.logos.com/LBS4/Installer/Logos4Setup.exe

The Logos customer service folks have been overwhelmed with the number of orders and installation questions since the new release 4.0 shipped, so yes, they are experiencing unusually high call wait times. Hopefully that will get back to normal soon. They have hired some more support staff and once they get them up to speed, things should improve dramatically. And also the wave of new upgraders will pass. I know that doesn't help you now when you need help now, but that's what this forum is here for. Glad you found us.

Hope this helps, and get back to us if this didn't answer your question sufficiently.

Keith Brich

https://community.logos.com/discussion/comment/87719#Comment_87719

Thanks for the reply. I ordered the Scholar's Silver, the dvds. Maybe I should have just gotten the downloads...but I've always liked having dvds.

I ordered it last weekend, 1/30/10 I got the confirmation email, and I've seen my order history stating I ordered it...but as with other things I've ordered online, I guess I'm used to some kind of email saying it shipped and maybe a tracking #. It's encouraging to hear that it's abnormal to have to wait that long to talk to someone, but I guess I'm just a bit anxious....I've been told how great the product is.

So can I download and install it as well as get it shipped to me?

Rosie Perera

https://community.logos.com/discussion/comment/87726#Comment_87726

Yes, good point. I've never received a notification from Logos once something ships, or a tracking #. I think they ship by USPS not UPS, so no tracking number would be available.

Logos is not anywhere near as big an operation as Amazon.com. I believe they've got around 200 employees. I think they are hitting the bigtime with this 4.0 and it's taking them somewhat by surprise. It would be good for them to learn from some of the big guys some of these niceties in customer service like shipping notification. It's a suggestion you might want to make to them in the Suggestions forum for future consideration. But of course that will take programming time to implement, and their programming staff are full-on right now working on 4.0b and other stuff. As it is now, those of us who are beta testers using the beta version of 4.0b are anxious for the next beta release, so I can understand your being anxious.

Just remember: The spiritual discipline of waiting is a good one for developing the virtue of patience. [:)]

Rosie Perera

https://community.logos.com/discussion/comment/87726#Comment_87726

So can I download and install it as well as get it shipped to me?

Yes, I think you should be able to do that. Try the link I gave you above to the installation program and run that. It might be that all you'll be able to get this way is the basic engine with none of your resources. I think I recall reading that others who have wanted to get their resources via download before the disc arrived in the mail have had to get Customer Service to unlock them on the servers for it to work. And then you're back to the problem of the 30 minute wait on the phone. But it's worth a try. (A 30 minute wait might be better than waiting another couple of days for the DVD to arrive...; maybe you could put your phone on speaker phone setting and be doing something else while you're on hold.)

Keith Brich

https://community.logos.com/discussion/comment/87732#Comment_87732

Thanks.

Yes...I'm impatient. I need to work on that. I also have to give a sermon in class next week and was hoping to use it. [:D] Oh well.

Rosie Perera

https://community.logos.com/discussion/comment/87736#Comment_87736

I also have to give a sermon in class next week and was hoping to use it. Oh well.

Don't give up. As I said, a wait on the phone of 30 minutes or so (while you read your email or start working on the bits of your sermon you could work on without Logos), and you can be up and running in no time after that (well, after downloading all the resources and then going through the indexing process, all of which can take several hours depending on how fast your Internet connection and your computer are).

You're also going to have a learning curve. You might not be up to full productivity to be able to do the sermon with Logos in time for next week. But to get you started along your learning curve, here's a great video series on using Logos to prepare a sermon that was done by Mark Barnes, a Logos user who is a pastor:

http://www.4-14.org.uk/logos-bible-software-tutorial-videos/preparing-a-sermon-with-logos