Resolve customer service issues better and post less often about staff playing foosball, spikeball,

Okay, maybe I am just in a bad mood but back in November I reported that the verse numbers had stopped displaying in the UMC lectionary, This makes them less useful for bulletins or liturgist use than they had been in the past. This was my best resource for this purpose. When posted to the Logos 5 forum I found that other people were now experiencing the same issue with other versions of the lectionary and with multiple versions of the Bible. Other than a short exchange of messages with tech support that basically acknowledged the problem and said that the tech folks were focused upon Logos 6 issues I have not seen or heard anything since.

That brings me to a point where I feel that I am personally hearing more about "foosball, spikeball, Super Smash Bros., and a whole lot more" or unlimited vacation policies more than I am about progress (or anything for that matter) on the problem I submitted over a month ago.

I am happy to hear that Faithlife/Logos takes good care of their employees and I feel that Logos Bible Software is the best available. However, I am beginning to wonder if we may be starting to see some signs of growing pains. So, with that in mind, would it be possible to give updates or followups to reported problems?

Thanks in advance,

William

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Lee

Sometimes I do wonder whether it's wise to put up what amounts to motivational, internal office memos on a public site.

More to your point, maybe you could bump up the thread where you reported the issue, or report the issue again in the Logos 6 sub-forum (assuming you move up to the Logos 6 engine).

Rosie Perera

https://community.logos.com/discussion/comment/679377#Comment_679377

Sometimes I do wonder whether it's wise to put up what amounts to motivational, internal office memos on a public site.

I must have missed a recent one that triggered this thread.

I agree that this sort of stuff probably should be kept internal. But I honestly don't think they post that sort of thing very often. However if they haven't responded to one users particular complaint then it would certainly seem like they are posting more often about internal motivational stuff than about that customer service issue.

In fairness to Logos, though, they get thousands of customer service issues to deal with every month, and many of them require fixes to the software. Also, those fixes have to be prioritized with everything else they are doing. It is rare that any one issue is totally resolved to the user's satisfaction within one month of reporting the issue, and they generally don't report back on the thread where the issue was reported until they're ready to roll out a fix to it.

It's entirely reasonable to "bump" a thread (post anything to it again to bring it back into the Recent Topics), and hopefully thereby get an update from Faithlife on what's the status of that issue, though often the status report is simply "it's still on our list of things to do, and we don't have an estimate as to when it will be done." No guarantee that they'll give you an update if that's all it would be. They tend to prefer to keep their heads down working on stuff that needs to get done (and yes, at times having fun in order to stay motivated to do good work) rather than giving frequent updates on how things are coming along.

As someone who used to work in development at Microsoft, and worked VERY long hours (70+ hours per week, and I often see Logos developers at work late into the night, so I know they do it to), I can say that the game playing and blowing off steam is absolutely necessary in order to keep from going bonkers. But I agree it can communicate the wrong message to the public if it's bragged about right at the time when users are feeling that their particular issues are being ignored. Rest assured, though, they ARE dealing with lots of users' issues. They just happen to have not gotten around to yours yet, which is a bummer for you, William. Hope you can stay patient.