Logos 5 or Pre-Pub deals? You don't have to choose

On November 6th I received an email under this heading informing me that I didn't have to choose between Logos 5 and my pre-pub orders. There were two options open to me. My pre-pubs could be added to my payment plan for Logos 5 upgrade or I could defer the processing of my pre-pub orders without losing the pre-pub price.

This was good news as I had decided that I had no choice but to cancel several pre-pub orders that were coming up for delivery in the latter half of Nov / early Dec. As per instructions I responded to the email on November 8th. in relation to my upcoming orders, desiring to work out one of the two arrangements offered. Unfortunately, I'm still without reply. The first pre-pub has since been delivered and my card charged. I subsequently tried the customer service email address, [different from the one given for reply to the offer], with the same request to participate in this offer. Again without reply.

The alternate means given for communication was a low / no (?) cost phone number which is not available to us international customers. So I've had no choice but to cancel my pre-pub orders

From previous experience with Logos this is very uncharacteristic customer service which I can only put down to the the stresses in the system following the demand for Logos 5.

My question for Logos is, what can I do now?

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Gerald

I had two Community pricing turned pre-pub titles coming due on Nov 12. Total of $80. I called Logos to see if I could delay the billing or add to a payment plan along with a Logos 5 Silver upgrade. The guy said I could, but I didn't take action as I wanted to review my finances before placing the order.

I then looked back at my account the next day to discover that the Community pricing pre-pubs had disappeared. After several futile attempts at re-connecting with the same Logos rep, I took the next one available and placed the order for the Logos 5 upgrade. This rep said I could delay the pre-pubs until February.

My concern is since I don't have them listed on my account page anymore, that I will be charged a pre-pub price and not the Community Pricing bid I made.

Should I be concerned?

Robert Wazlavek

https://community.logos.com/discussion/comment/429880#Comment_429880

My concern is since I don't have them listed on my account page anymore, that I will be charged a pre-pub price and not the Community Pricing bid I made.

Should I be concerned?

I would call to double check that, as I certainly would be concerned. The difference between CP and Pre-pub can be substantial. If you receive a positive response, you should probably ask for it via email too, just in case.

Graham Criddle

Hi ManilaDave

My question for Logos is, what can I do now?

I have sent an email to someone in Logos asking them to look at this.

With it being Thanksgiving holiday in the States it may be some time before you get a response but hopefully this will be resolved soon.

Graham

Ronald Quick

https://community.logos.com/discussion/comment/429898#Comment_429898

I have had some of my prepubs (formerly CP) put on a payment plan with my Logos 5 upgrade. When that happened the sales person at Logos removes them from "my orders" page and process them after they have shipped.

I made a screenshot to help me remember what prepubs I will be getting and at what cost.

As already previously stated in an above post, I would call Logos to confirm.

ManilaDave

https://community.logos.com/discussion/comment/429898#Comment_429898

Thanks, Graham! I appreciate it. I had to pass up one of my pre-pubs yesterday! Phoning is probably the better way to go but the cost of the call from Ireland, particularly if one has to wait for any length of time, is prohibitive. I know the problem is all related to the sheer volume of people signing up for the purchase of / upgrade to Logos 5.

fgh

https://community.logos.com/discussion/comment/430075#Comment_430075

the cost of the call from Ireland (...) is prohibitive.

I believe they have an English number you may be able to use. Or there's Skype.

Normally, they can also call you, but, well, that requires first getting in touch with them...[:)]

Mike Binks

https://community.logos.com/discussion/comment/430341#Comment_430341

the cost of the call from Ireland (...) is prohibitive.

I believe they have an English number you may be able to use. Or there's Skype.

Normally, they can also call you, but, well, that requires first getting in touch with them...

I have never found the English number. I always use Skype to ring them from Scotland it is cheaper than a local call. Logos actually use Skype themselves but they don't respond to contact requests :-)

Graham Criddle

https://community.logos.com/discussion/comment/430341#Comment_430341

I believe they have an English number you may be able to use

Details of the English number are at http://www.logos.com/contact

It is 0871-218-1700

(But not sure how useful this is from Ireland)

Graham

ManilaDave

https://community.logos.com/discussion/comment/430341#Comment_430341

fgh,

Thanks for the response.With due respect, I did get in touch through two emails, one to the dedicated address for the offer, and the other to customer service, and received no reply from either. (See my original post). The UK phone number is again a low cost number and is not available to countries outside of the United Kingdom. [:(] [Only part of one Irish province is in the UK].

Please don't misunderstand me. I'm not being critical here, nor am I complaining. In my upgrade package to Logos 5 I got commentary sets that I have desired to own for a long time - as well as other resources. I was also able to add another commentary set and multi-volume bible dictionary that I've wanted to add to my library for about two years and which were now being offered in a customized upgrade at prices I just couldn't miss. So if I miss all my pre-pubs in the next year I'm still extremely pleased with what the Logos 5 upgrade has added to my library at very low cost - all things being considered. In choosing to upgrade with a customized package I made a choice between upcoming pre-pubs and a once off opportunity to acquire "larger ticket" resources at probably never to be repeated prices. So I'm happy [:D]

Logos anticipated the effect the release of Logos 5 was going to have on their pre-pub orders and made a solid business decision to save those sales with the current offer. That's a win-win situation for the business and customers. For me, I had already written off these pre-pubs and the offer put the possibility of acquiring them, or some of them at least, back on the table.

As I mentioned above I have no complaints about any of this. I'm winning all the way. In my original post I simply recounted the "story" of my experience, acknowledged what I perceive to be Logos' difficulty at this time and, at the end, asked Logos what I could do now. I know Logos' customer service to be second to none. I also know that the reason I haven't received an answer to either of my emails is the pressure sales and customer service staff are under keeping up with the demand for Logos 5 and its attendant issues. This will subside in time.

The most convenient and cost effective way for us international customers to communicate with Logos is through email and the forums. Substantial time differences, availability amidst after work commitments, previous phone experiences, etc., are all additional factors to be considered. It is also an inevitability that phoning gets the person phoning more immediate attention - i.e. they jump the queue. Jammed phone lines have a knock-on effect on international customers for whom email is the best way to communicate. Limited staff with limited time dealing with the immediate - i.e. customer on the phone - pushes response to those customers who, for whatever reason, communicate through email further back in time.

In that context I choose to open this thread because

It won't contribute much to the log-jam
I know Logos staff monitor the forums and deal with problems / issues that arise there, so I also know that a satisfactory solution will be found [:)]
It creates an opportunity for others who are experiencing the same difficulty to contribute which also helps Logos to quantify the number of people affected and therefore to assess the priority to assign to the issue

fgh

https://community.logos.com/discussion/comment/430388#Comment_430388

I just wanted to make sure you knew about all options.[;)]

(I'm international as well, btw.)

ManilaDave

https://community.logos.com/discussion/comment/430433#Comment_430433

I appreciate that