Where to go for help

From another post by a FL employee:

I wanted to add that if you ever find yourself confused or questioning a price you see on our storefront, our staff at 1-800-875-6467, or at customerservice@faithlife.com are always available to answer your questions or concerns.

And this opinion from another user: You may or may not get an official reply on this post. But I don't think many employees get paid to read the forums . They may see it; if they do they will probably respond. But its above and beyond the scope of their paid responsibilities for most of them that do.

There has been some conflicting information and opinions posted on the Forum from customers who appear to be "confused or questioning". I'm sure this has happened before and will continue. Personally, I'm going to try this in the future for confused or questioning situations that are not clearly FL or clearly personal.

1. I'll give CS a call if it's urgent or email if not.

2. I'll also post to the forum to get other user's input.

3. I won't assume that FL will read my posts.

4. If I get completely frustrated, I'll send Bob an email.

I think this will work for me. Smile Dale Heath

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JT (alabama24)

EDIT: One suggested revision: For most users, email is the worst way to get help, unless you are working directly with a FL employee.

Simon’s Brother

If a customer of any medium to large size company needs to directly contact the CEO of that company to get an issue resolved, something internally within that company is broken. While there are situations where the CEO might need to be involved, that involvement should occur via the appropriate internal communication channels and not a customer contacting them directly because nobody else in the company can resolve the issue, or even worse nobody else in the company is engaging with the customer on the issue.

From another post by a FL employee:

I wanted to add that if you ever find yourself confused or questioning a price you see on our storefront, our staff at 1-800-875-6467, or at customerservice@faithlife.com are always available to answer your questions or concerns.

And this opinion from another user: You may or may not get an official reply on this post. But I don't think many employees get paid to read the forums . They may see it; if they do they will probably respond. But its above and beyond the scope of their paid responsibilities for most of them that do.

There has been some conflicting information and opinions posted on the Forum from customers who appear to be "confused or questioning". I'm sure this has happened before and will continue. Personally, I'm going to try this in the future for confused or questioning situations that are not clearly FL or clearly personal.

1. I'll give CS a call if it's urgent or email if not.

2. I'll also post to the forum to get other user's input.

3. I won't assume that FL will read my posts.

4. If I get completely frustrated, I'll send Bob an email.

I think this will work for me. Dale Heath

DMB

https://community.logos.com/discussion/comment/884401#Comment_884401

That's pretty amazing ... Brandyn's quote. I assume he's new and hasn't tried the choices ... the robo-telephone number (I cringe to imagine that one). The email one we all know about.

The forum one is pretty neat. Logos sends you to the forum where employees don't get paid.

But on the bright side, this does explain why there's no bug-reporting forum ... no one in Logos gets paid to respond to bugs.

Paul

https://community.logos.com/discussion/comment/884393#Comment_884393

One suggested revision: Email is the WORST way to get help, unless you are working directly with a FL employee.

If what you suggest is true, that is very unfortunate for customers like myself that live in places far from the US of A. I've never worked directly with a FL employee and rely completely on email contacts. I wonder what other people's experience is regarding emails? Keep well Paul

JT (alabama24)

https://community.logos.com/discussion/comment/884725#Comment_884725

I wonder what other people's experience is regarding emails?

My comments were solely based upon user comments here in the forum. I have never sent an email to a generic email address at FL. When I send an email to one of my contacts, I typically receive an answer fairly quickly.

Paul

https://community.logos.com/discussion/comment/884726#Comment_884726

I wonder what other people's experience is regarding emails?

My comments were solely based upon user comments here in the forum. I have never sent an email to a generic email address at FL. When I send an email to one of my contacts, I typically receive an answer fairly quickly.

I think that's fair enough as you have contacts you can go to and that's also good. For myself (and people in similar situations) the generic email address is the primary form of contact as telephoning is impractical and expensive. This means I'm trusting Faithlife not to regard emails as less important or less urgent than telephone calls.

This issue can sometimes be missed and cause difficulties. I recall an offer by Faithlife last year that required a telephone call to get details and this was later extended to sending an email. But when an email was sent, people received a response that asked them to call for details. Fortunately, that issue was eventually resolved and I trust Faithlife marketing learned something from the customer reaction. Keep well Paul

Small Heath

https://community.logos.com/discussion/comment/884734#Comment_884734

FL email response is slow, but they usually do get back to me. They always ask for more information, so the more you can give them, the better.

Dale Heath

JT (alabama24)

https://community.logos.com/discussion/comment/884734#Comment_884734

I think that's fair enough as you have contacts you can go to and that's also good. For myself (and people in similar situations) the generic email address is the primary form of contact as telephoning is impractical and expensive. This means I'm trusting Faithlife not to regard emails as less important or less urgent than telephone calls.

I revised my comment above... In situations like yours, the "worst" method may be the "best" one. Dale's comments are good: service can be slow and follow up may be necessary.

My general recommendation (to others, not to you) is that if an issue is "urgent" and if you have the time, to contact customer service by phone. If it isn't urgent or if you don't have the time to speak on the phone, the forums are a great place to get help from fellow users. If neither will work for you, try email. When you create a post or send an email, providing all relevant info is necessary to expedite the help you receive. At a minimum, this should include:

a clear description of the problem
steps to reproduce
specific version of OS & Logos engine and if possible
Logs

Thomas Ball

https://community.logos.com/discussion/comment/884788#Comment_884788

My general recommendation (to others, not to you) is that if an issue is "urgent" and if you have the time, to contact customer service by phone. If it isn't urgent or if you don't have the time to speak on the phone, the forums are a great place to get help from fellow users. If neither will work for you, try email. When you create a post or send an email, providing all relevant info is necessary to expedite the help you receive. At a minimum, this should include:

a clear description of the problem

steps to reproduce

specific version of OS & Logos engine and if possible

Logs

This is a great recommendation (especially the information to provide). Regarding information provided, if the email account used to email us is not the one you use to sign into your Faithlife account I would highly suggest adding that to the body of the email and call it out as such. This is information we often need to give a proper response to the customer.

I would like to add our support articles at https://www.logos.com/support and Proclaim Support articles at http://support.proclaimonline.com/hc/en-us. We get a decent amount of emails and calls that are answered there.

Brandyn and I have tried to have a stronger presence in the forums the last week or two. While we may not be able to help with the "How do I.." type questions all the time. If you're having a problem we will do what we can to answer you (even if that answer is a few questions to clarify the issue).

Paul

https://community.logos.com/discussion/comment/884788#Comment_884788

I think that's fair enough as you have contacts you can go to and that's also good. For myself (and people in similar situations) the generic email address is the primary form of contact as telephoning is impractical and expensive. This means I'm trusting Faithlife not to regard emails as less important or less urgent than telephone calls.

I revised my comment above... In situations like yours, the "worst" method may be the "best" one. Dale's comments are good: service can be slow and follow up may be necessary.

My general recommendation (to others, not to you) is that if an issue is "urgent" and if you have the time, to contact customer service by phone. If it isn't urgent or if you don't have the time to speak on the phone, the forums are a great place to get help from fellow users. If neither will work for you, try email. When you create a post or send an email, providing all relevant info is necessary to expedite the help you receive. At a minimum, this should include:

a clear description of the problem

steps to reproduce

specific version of OS & Logos engine and if possible

Logs

Thanks Alabama24. I think your comments and suggests are very helpful to people. Keep well Paul