On another post this morning ( http://community.logos.com/forums/t/37300.aspx ), an international customer was wondering if Logos ever answered their emails. I was tempted to reply, but thought better of it.
But yesterday, I bought new music notation software. I'd previously been happy with Logic, which oddly had a nice notation interface. For my new software, I tested the trial version, and noticed that the software had a hard time 'stopping'. A normal 'exit' or killing the window simply resulted in an automatic re-start. With a warning message, no less.
But I was impressed with the software, thought the self-resurrecting behavior was linked to a major version release last month, and bought it.
I then installed the software and quickly checked to see if you could 'kill it'. Nope. I went to their forum to see if my experience was unusual, and didn't see any other victims. But a google query brought the problem out for the previous version. I thought, wow. The programmers literally thought self-resurrecting software was a great idea.
But here's the point (!). The company thanked me for my purchase and let me know I had received one FREE customer contact query! Now, it had to be 'on-line'. No phone calls!!I didn't know how to thank my lucky stars. I certainly didn't want to waste my on-time support on my self-resurrecting software problem. Maybe something more 'serious'.
Then I thought about Logos. True, emails do seem to get lost there. But telephone calls (real ones!) get answered, the people are really nice, and IT'S FREE!!.
It was then I realized the sad truth. Would Logos survive, with such good customer service. I think it's an issue we all need to worry about.
