delayed shipping dates

I'm a loyal and appreciative Logos customer and have nothing but praise in general for their customer service and prompt replies to individual problems.

The one exception to this is the continual delay of advertised shipping dates that has become all too frequent over the last few months. I don't remember it before last June with Themelios, which I've since cancelled.

My present gripe is the repeated delays with the Lion Histories. I think they were originally advertised as shipping around February or March (may be mistaken about that). Then shipping date was announced as 21st April. I thought they were being reallistic when they changed that till after Easter, 26th April. But I am becoming increasingly frustrated as the date has been moved daily to 27th, 28th, now 29th.

These shipping date delays, often announced on or after the day due, are the one criticism I have of Logos' otherwise efficient and friendly service. Incidentally I have expressed gratitude elsewhere for their willingness to solve my problems, e.g. giving me a refund after charging my card for the price at which I had ordered the prepub of the Logos Live DVDs, when I received the news about the Alumni discount after the shipping date (through no fault of Logos).

Logos, you're great! If you can get your act together about earlier warning about shipping date delays, you'll be even greater!

Find more posts tagged with

Comments

Andy

Logos, you're great! If you can get your act together about earlier warning about shipping date delays, you'll be even greater!

I agree entirely. I too am grateful for Logos, impressed with their excellent customer service, but disappointed with the increasingly customary postponements to shipping dates, often at short notice.

I appreciate that unforeseen issues will arise on occasion and that this may necessitate a postponement, but such widespread delays are (in my opinion) both frustrating and unhelpful. Indeed, just this week I have had three pre-publications put back at short notice (Themelios, JBL and the Talmud). I am please that the situation with Themelios now appears to be resolved, but it is a pity that this has taken nearly a year since the first shipping date (May 2010) was slated.

To reiterate, I agree with Nicky and am incredibly grateful to Logos, but I really wish they would improve in this area.

Jana Gering

Nicky, thanks for your post. We are working on improving these channels of communication on ship dates. I hate missing ship dates, though Prepub dates have always been clearly subject to change, it is never nice to miss the ship date on the day.

With regard specifically to Lion, the delay is not production-based. We are working with the publisher and are ready to release as soon as they are.

Ship date accuracy improvement a high priority. Thanks for your patience and communication!

Rev Chris

https://community.logos.com/discussion/comment/245850#Comment_245850

Nicky, thanks for your post. We are working on improving these channels of communication on ship dates. I hate missing ship dates, though Prepub dates have always been clearly subject to change, it is never nice to miss the ship date on the day.

With regard specifically to Lion, the delay is not production-based. We are working with the publisher and are ready to release as soon as they are.

Ship date accuracy improvement a high priority. Thanks for your patience and communication!

Jana,

Thanks for the post. It would be helpful if every time we had a delay on a pre-pub that was about to be released we got an update like this one saying what the cause of the delay was. Having delay after delay with no response from Logos makes for unhappy customers. Being informed seems to calm frustrations even when multiple delays occur.

nicky crane

https://community.logos.com/discussion/comment/245852#Comment_245852

Thanks, Jana. I was afraid the delay with the Lion set might be a problem with the publisher - hopefully they won't hold us up as long as the Anchor Yale publishers have. I much appreciate the explanation. I think that also makes for more understanding from disappointed customers, if we know it's not just Logos failing to get its act together.

tom

https://community.logos.com/discussion/comment/245850#Comment_245850

Nicky, thanks for your post. We are working on improving these channels of communication on ship dates. I hate missing ship dates, though Prepub dates have always been clearly subject to change, it is never nice to miss the ship date on the day.

With regard specifically to Lion, the delay is not production-based. We are working with the publisher and are ready to release as soon as they are.

Ship date accuracy improvement a high priority. Thanks for your patience and communication!

Jane, this is a very easy thing to fix.

Do not publish a shipping date until you have dotted all of your i's and crossed all of your t's.

For an example, once you have dotted your last i and crossed your last t, then set the shipping date two weeks in the future and send out the "last chance" email that Logos sends out.

We do not know the status of each item, and the truth be told, we do not need to know (wanting to know is a different story). Therefore, when a date slips because of a production issue or because of a publisher issue, we do not know it, and our expectations of Logos is not lowered.

tom

https://community.logos.com/discussion/comment/245878#Comment_245878

Nicky, thanks for your post. We are working on improving these channels of communication on ship dates. I hate missing ship dates, though Prepub dates have always been clearly subject to change, it is never nice to miss the ship date on the day.

With regard specifically to Lion, the delay is not production-based. We are working with the publisher and are ready to release as soon as they are.

Ship date accuracy improvement a high priority. Thanks for your patience and communication!

Jane, I was also thinking that once the ship date is set and the last chance email has been set, that an option can be added so that the customer can post pond the shipping date up to an additional two or three weeks.

I know that I just canceled several pre-pubs because I could not afford all of them at once. This way Logos does loss the sale and the customer is very happy that she/he will be able to have the resources.

Jana Gering

https://community.logos.com/discussion/comment/245878#Comment_245878

Hi Tom,

You're right, one possible fix is to have time on the back end of production. In any case, we're working directly on increasing accuracy in ship date setting and meeting, and you all should see the results of that soon.

Thank you,

Jana

Jana Gering

https://community.logos.com/discussion/comment/245875#Comment_245875

In future, I'll be sure to let you know when it's not my fault :-)

Matthew C Jones

https://community.logos.com/discussion/comment/245850#Comment_245850

With regard specifically to Lion, the delay is not production-based. We are working with the publisher and are ready to release as soon as they are.

This is cause for alarm if we read between the lines. We already have a publisher problem with Anchor Yale Bible Reference Library. Now if Lion and others start to renege on their agreements also, where will that leave the Pre-Pub program?

Please tell me this is not the case. [:|]

I would much rather think delays are technical difficulties than untrustworthy partners.

Jana Gering

https://community.logos.com/discussion/comment/246083#Comment_246083

I can reassure you that Lion is not another Anchor Yale. There were simply some things that needed a bit more time to come together in this case.

Matthew C Jones

https://community.logos.com/discussion/comment/246102#Comment_246102

I can reassure you that Lion is not another Anchor Yale. There were simply some things that needed a bit more time to come together in this case.

Thank you Jana. I'm happy to hear that.

Both Lion products will be of great benefit. I think the Access Guides can be useful as homeschooling texts and I hope more people order them.

Jana Gering

https://community.logos.com/discussion/comment/246106#Comment_246106

I remember thinking the same thing when the print books arrived! Great resources.

NetworkGeek

https://community.logos.com/discussion/comment/246142#Comment_246142

Jana, can you give us an update on relationship with Anchor and the prepubs from there? Many of us are waiting for those, and it sounds from your post that their publications may never be?

Thanks...