About a year ago, as Presiding Bishop of a national network of churches, I allowed LOGOS to come and present to our pastors about the software, and I personally purchased the Diamond version of LOGOS 6 and downloaded it onto my laptop and desktop. I spent hours watching training videos and have sat many times since last October to use the software, very excited; however, I never found anything near what was advertised. The experience just wasn't what was demonstrated at our conference. However, I chocked it up to the software just being so robust and assumed I just had to use it more to access all of these layers of resources and benefits.
Tonight, I logged into my account online to check my balance and could not find an order history or a payment plan. Consequently, I called the 800 number listed and serendipitously discovered that the LOGOS agent who set up my account October 26, 2015 created the account as "bishopphardin@..." rather than the correct "bishophardin@..." As a result, the $3000 worth of books I have already paid $1,400 for have never been attached to my downloaded software. The onus is clearly and entirely on LOGOS; however, the representative tonight said that "if you had called when you noticed something unusual, we could have fixed it before now." When I calmly explained to him that "unusual" would indicate an ability to compare my experience to something, which, as a brand new LOGOS user, I didn't have the luxury of having, I basically got an "oh well" response. No consolation was offered other than the obvious commitment to fix this two days from now -- long after tomorrow's preaching responsibilities, which would be greatly aided by having access to the $3,000 library I have faithfully paid for since last October.
He asked me what consolation would make sense, and I told him that an upgrade to version 7 seemed to make sense. He said that no one in the company had the power to make that happen. My mind imagined an entire company of people powerless to take responsibility and appropriate, consoling action in the face of an obvious error -- from the switchboard operators all the way to the executives in the boardroom -- all powerless. Wow...
To have been essentially blamed for the faulty account setup on the part of LOGOS and to have my disappointment rebuffed and to be further delayed with the resolution -- all of this collectively constitutes the utter antithesis of customer service, taking ownership of a grievous fault, and reaping major money for goods not rendered. To say I am disappointed with LOGOS would be an understatement.
Bishop Paul A. Hardin
Dominion Church International
bishophardin@dominionchurch.cc
