Can someone from Logos PLEASE answer my questions?!?!

I am sorry to post this hear But I am extremely frustrated by the constant non-answers to my questions; whether it be via email or on the forum! I know Logos is busy however, I am a customer who has shown much patience over the past 4 or so weeks and has had enough!

Ok, here is my complaint (again) I have no problems paying for my upgrade to Logos 4. However, I my Mac Engine (1.2.2) no longer works properly with Snow Leopard. I have been in contact with tech support and it seems at this stage the problems between 1.2.2 and Snow Leopard will not be resolved, thus rendering the exegetical guide inadequate. I realise in a few weeks or months when Logos 4 for Mac is released this will be a non issue, however, I can't use Logos on my Mac in the mean time, thus the $59 I spent is wasted. $59 may not seem like a lot, but it is for me. Especially when I have invested in many other Logos products! I'm not sure what can be done but I would like some sort of explanation:

Can/Will this problem even be fixed?
Can mac users whose Exegetical guide doesn't work get a refund?
I know Logos has lost money on this enterprise (as was shared by Dan in a recent post) and I am therefore reticent to expect or accept a refund because I know how much time and energy has been poured into its development. I don not want to take advantage of Logos in anyway. That would not be fair.
Do I just say thank you for 12 months of use and suck it up?

I know I am not the only one who is having this problem. and the amazing non-response has lead to more disappointment! Like I said, I realise Logos is extremely busy, yet, I am a customer (who can't ring and talk to someone).

Now before someone gets on here and tells me to not be so hard on logos or to think before I press publish etc. Let me say. I am not angry at logos, I am frustrated over this ONE issue. I have been the benefactor of Logos freebies and discounts, not to mention the very excellent tech support and customer service I have received in the past. I have no beef with Dan, Bob or anyone at Logos. I love this product and use it everyday. I just wish someone would take my issue seriously enough to give me an honest answer!

There it is. There is my 'complaint'. Can any one hear me? I am a little embarrassed to publish this but hey, what the heck, we all have our dummy spits right?

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Matthew C Jones

I just wish someone would take my issue seriously enough to give me an honest answer!

Hi Mark, I'm not a Logos employee or even a Mac user. I just want to encourage you. Your post is not trivial. You have eloquently stated your case and I'm confident you will be heard. If I bothered to read your whole post you can bet the Logos people will.

Catchy post title.

spitzerpl

Well, I've read through your post and problem, have nothing to do with the MAC, don't work for Logos (obviously) but for what it's worth anyway I believe you deserve at least a yes or no answer to your question.

Mark Stevens

https://community.logos.com/discussion/comment/44414#Comment_44414

Thank you Gents. Here's hoping!

Phil Gons (Logos)

Mark, I'm sorry you are frustrated and having a hard time getting answers to your questions.

I'm not aware of any outstanding problems with Logos for Mac 1.2.2 and OS X 10.6.2. Can you explain your problems and include screenshots if necessary (or point me to where you've already explained them)?

Let me know, and I'll see what I can figure out for you.

Mark Stevens

https://community.logos.com/discussion/comment/44417#Comment_44417

Mark, I'm sorry you are frustrated and having a hard time getting answers to your questions.

Thank you Phil. Here goes...

When I type a verse into the exegetical guide, such as Philippians 3:1-10 after one or two verses the guide freezers until I click on an unparsed word and then it begins processing again. On longer passages I have to do this a couple of times. From what I can tell, it is processing the information but it isn't showing on the screen.

When it does eventually process it is taking a lot longer (10 minutes compared to 1 or 2 perviously) and often unless I am on the Logos window it wont process (it wont process behind other programs on my screen).

I have previously had email contact with Tommy Ball about issues relating to my Exegetical guide freezing and/or processing slowly after I upgraded to Snow Leopard. I did everything Tommy suggested and it didn't fix the problem (Tommy was very/extremely helpful). He mentioned that the Mac team were aware of the issue but I have not heard whether the problem will be fixed (actually from what I can gather 1.2.2 is dead in the water - and that is fair enough from logos' point of view).

There is some discussion here http://community.logos.com/forums/p/2711/22619.aspx#22619 and someone else has listed the problem here http://community.logos.com/forums/p/2945/22579.aspx#22579

Ultimately I have seconded another computer (PC) and am enjoying the benefits of Logos 4 for PC - So much so I have upgraded to four and from Original Languages to Scholars Library and (happily) blown half of my book budget on the WBC series! However, I use my Mac Book at home for personal study and would like to be able to use Logos on it as well as I should be able to use it as it was intended. I shouldn't have to keep clicking on words all the time to reboot the exegetical guide. Sorry I am so frustrated!

Phil, I hope you can help, and thank you for taking the time to respond to my question! [:D]

Phil Gons (Logos)

https://community.logos.com/discussion/comment/44429#Comment_44429

Thanks for the detailed report, Mark. I'll see what I can figure out for you. I apologize for the inconvenience.

Phil Gons (Logos)

https://community.logos.com/discussion/comment/44867#Comment_44867

A couple of workarounds that seem to help:

Run the Exegetical Guide with the Word by Word sections collapsed. Then expand them one at a time when you're ready to dive into that data.
Launch the Exegetical Guide from the Home Page rather than from the Tools menu.

I'll see where we're at on this issue.

Mark Stevens

https://community.logos.com/discussion/comment/44880#Comment_44880

Thanks Phil, I usually run the EG from the home page. Both do not work.

I'll give the other one a try.

Thanks! [:)]

Mark Stevens

https://community.logos.com/discussion/comment/44880#Comment_44880

Run the Exegetical Guide with the Word by Word sections collapsed. Then expand them one at a time when you're ready to dive into that data.

Hey Phil, here is the screen shot from my attempt to do this

As you can see it does nothing until I click on a passage.

Here it is after V1 is expanded. Still no parsing of the other passages.

It froze after a few words.

Thanks

Phil Gons (Logos)

https://community.logos.com/discussion/comment/44910#Comment_44910

Hmm. Thanks, Mark. I can't reproduce this, but I'll report it.

Mark Stevens

https://community.logos.com/discussion/comment/47094#Comment_47094

*sigh*

Thanks Phil. I realise that this is a very minor matter and you have probably spent quite some time on it. I just received an email from Macsupport suggesting I revert to 1.2.1 which means unistalling everyhting and reinstalling it. They also said it was unlikely the problem would be rectified.

Again, this is the same frustration I had before we began and it is wearing thin. I should be able to use Mac 1.2.2 for as long as I need to. Mac customers have paid the money and now the program doesn't do what we need it to do!

Anyway, thanks Phil I know you have done what you can. [:)]

Mark Stevens

https://community.logos.com/discussion/comment/47217#Comment_47217

So I guess if no one can fix the problem and all resources are being put into Logos 4 for Mac then there is nothing that can or will be done to resolve this issue?