Sales Department's call-in special

I received an e-mail with the above subject. As I am currently in a different timezone, I chatted with sales. The first person I chatted with, gave me a price of $786.98. As the price didn't make sense to me, I disconnected and chatted with somebody else. He gave me a price of $670. Both times, I had to wait for a long time to get a response from the agent. It seemed like he was chatting with several customers at the same time. Each time, I disconnected after no responses came back.

The other disappointment was that even though this was a sale on bundles, the sale was only 50% on the cost of the individual resources that I did not have. I had expected that the 50% applies to the dynamically priced bundle. Here is an example of what I mean:

Cost of individual resources: $1,000
Bundling discount 40%: $600
Sales Department's call-in special discount 50%: $300

However, the salesperson would have charged me $500.

I am not sure what to make of all this.

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mab

Sorry you had trouble. My suggestion to you is pick a rep and stick with them. They can answer emails, messages or phone calls.

I emailed my rep today and asked what deals there were. One, after carefully, seemed reasonable enough and so I replied and got that one.

I can't say why you got wonky numbers, but sale days are prone to delays and long waits. FL is usually fast and on the ball, but it's busy season and they have a lot on their plate.

Armin

https://community.logos.com/discussion/comment/1139990#Comment_1139990

I had a good rep some time ago. But he left when FL had a major change of reps a few years back. Since then, it has been hit and miss. Can you recommend somebody?

Armin

https://community.logos.com/discussion/comment/1139991#Comment_1139991

This post matches my experience:

https://community.logos.com/forums/p/172761/997523.aspx#997528

Eventually, I got tired of finding good reps.

mab

https://community.logos.com/discussion/comment/1139991#Comment_1139991

I use John Groce. john.groce@faithlife.com 360-398-5116 He's been as helpful as anyone I've worked with from FL. He's gone to bat for me when he could. And he's real prompt.

Armin

https://community.logos.com/discussion/comment/1139996#Comment_1139996

I contacted John, and he is really fast. Many thanks for pointing him out to me.

He explained to me that the deal "50% off Mobile Ed Ultimate Bundle" is not a 50% discount on the bundle, but a 50% discount on the individual courses that one does not yet own. I found that the e-mail that I had received was misleading and didn't go for the deal.

mab

https://community.logos.com/discussion/comment/1140534#Comment_1140534

Glad to help. John's a good rep.

PetahChristian

https://community.logos.com/discussion/comment/1140534#Comment_1140534

He explained to me that the deal "50% off Mobile Ed Ultimate Bundle" is not a 50% discount on the bundle, but a 50% discount on the individual courses that one does not yet own.

That should be how everything, not just Mobile Ed, is calculated due to dynamic pricing. We don't also get 50% off of what we already own, we only get 50% off of what we don't yet own.

For example, the Mobile Ed Master Collection (likely fewer courses than the one in the email) has a very nice 66% bundling discount. If that bundle was the same as the phone offer, you would get 50% off your dynamic price of the bundle, not 50% off the cost of the unowned individual courses (which would be much more expensive as it would neglect the bundling discount).

I hope a simple misunderstanding happened related to the explanation, as I don't see anything unusual about the call-in special offer email.

PetahChristian

https://community.logos.com/discussion/comment/1140559#Comment_1140559

The other disappointment was that even though this was a sale on bundles, the sale was only 50% on the cost of the individual resources that I did not have. I had expected that the 50% applies to the dynamically priced bundle. Here is an example of what I mean:

Cost of individual resources: $1,000

Bundling discount 40%: $600

Sales Department's call-in special discount 50%: $300

However, the salesperson would have charged me $500.

That would be misleading. I've asked someone from FL to look into this.

Armin

https://community.logos.com/discussion/comment/1140559#Comment_1140559

Here are the details about my Mobile Ed Master Collection situation:

Cost of individual courses not yet owned: $1,340
Call-in special: 50% of $1,340, i.e., $670

This means that I get a 50% discount off the cost of the individual courses that I do not yet own.

My assumption based on the advert was:

Cost of individual courses not yet owned: $1,340
The Mobile Ed Master Collection has an average discount of 66%. Following dynamic pricing, I expected the collection to give me a discount of 66% of $1,340, i.e., $442.20
Call-in special: 50% of $442.20, i.e., $221.10

For me, stating that I get a 50% discount off the Mobile Ed Ultimate Bundle clearly describes the second scenario. However, sales stated that this is not the case. The discount is on the price of individual courses, not on the bundle price.

Armin

https://community.logos.com/discussion/comment/1140559#Comment_1140559

For example, the Mobile Ed Master Collection (likely fewer courses than the one in the email) has a very nice 66% bundling discount. If that bundle was the same as the phone offer, you would get 50% off your dynamic price of the bundle, not 50% off the cost of the unowned individual courses (which would be much more expensive as it would neglect the bundling discount).

Exactly. This is the way I understood it. But sales disagreed.

Thanks PetahChristian for contacting FL to check this out.

PetahChristian

https://community.logos.com/discussion/comment/1140562#Comment_1140562

Yep, I hear what you're saying.

Let's see what FL says in their reply.

FYI, a store product page first applies the bundling discount, then any dynamic savings, then any sale discount.

The order of your example starts with cost of the individual unowned courses, then the bundling discount, then the sale discount. That would affect the math, as any product page dynamic price would already include the bundling discount.

Brian Kent (Faithlife)

I received an e-mail with the above subject. As I am currently in a different timezone, I chatted with sales. The first person I chatted with, gave me a price of $786.98. As the price didn't make sense to me, I disconnected and chatted with somebody else. He gave me a price of $670. Both times, I had to wait for a long time to get a response from the agent. It seemed like he was chatting with several customers at the same time. Each time, I disconnected after no responses came back.

The other disappointment was that even though this was a sale on bundles, the sale was only 50% on the cost of the individual resources that I did not have. I had expected that the 50% applies to the dynamically priced bundle. Here is an example of what I mean:

Cost of individual resources: $1,000

Bundling discount 40%: $600

Sales Department's call-in special discount 50%: $300

However, the salesperson would have charged me $500.

I am not sure what to make of all this.

Hi Armin, I'm glad you posted this as there are a few things that should not have happened.

1) The first rep you spoke with made an error when inputting the discount which is why their price was not the same as the others. This is a very rare occurrence as we have high standard of making sure all reps are offering the same prices at all time. I apologize for this mistake and will be taking the necessary steps to make sure this doesn't happen again.

2) You should not have had a chat experience that left you feeling like you were waiting for the rep. One of the big initiatives we've had in sales over the last few years has been making sure that reps are not overloaded in chat and that customers are given better service and attention. This one falls on me. We opened for extended hours and I did not staff enough reps for that time. I'm very that happened.

3) The discount offered was not the same as the Mobile Ed Master Bundle, which is incomplete so we can't sell you all the courses through that sku. It also is not available for any % off discount as its price is set. We called this last weekends deal the Mobile Ed Ultimate Bundle and mentioned that it was a phone only sku in hopes of preventing that confusion.. The remaining courses you were quoted for are not in the Master Bundle so they were not eligible for the bundling discount that sku provides. They were available for 50% off their regular price.

I'm sorry for any confusion this may have caused. I am working with the Mobile Ed team to make sure that available skus and specials offers don't create confusion in the future. We want to make sure that customers looking to get most/all of the Mobile Ed courses ALWAYS get the best price. I will take away from this that I can better cater our phone only specials to eliminate confusion and help you see that you are getting the best pricing available. I see that you've been emailing with John Groce and have him emailing you directly.

I received an e-mail with the above subject. As I am currently in a different timezone, I chatted with sales. The first person I chatted with, gave me a price of $786.98. As the price didn't make sense to me, I disconnected and chatted with somebody else. He gave me a price of $670. Both times, I had to wait for a long time to get a response from the agent. It seemed like he was chatting with several customers at the same time. Each time, I disconnected after no responses came back.

The other disappointment was that even though this was a sale on bundles, the sale was only 50% on the cost of the individual resources that I did not have. I had expected that the 50% applies to the dynamically priced bundle. Here is an example of what I mean:

Cost of individual resources: $1,000

Bundling discount 40%: $600

Sales Department's call-in special discount 50%: $300

However, the salesperson would have charged me $500.

I am not sure what to make of all this.

PetahChristian

https://community.logos.com/discussion/comment/1140667#Comment_1140667

Thanks for your response, Brian!

We called this last weekends deal the Mobile Ed Ultimate Bundle and mentioned that it was a phone only sku in hopes of preventing that confusion. ... They were available for 50% off their regular price.

Can you clarify one thing, please, Brian?

Did the phone-only Mobile Ed Ultimate Bundle include any bundling discount?

Brian Kent (Faithlife)

https://community.logos.com/discussion/comment/1140674#Comment_1140674

Did the phone-only Mobile Ed Ultimate Bundle include any bundling discount?

It did not. I can see how having called it a bundle may have an assumed bundling discount. As the person who wrote the copy for it, I could have chosen a better title.

PetahChristian

https://community.logos.com/discussion/comment/1140675#Comment_1140675

Ah, that clears up the mystery, thanks!

Armin

https://community.logos.com/discussion/comment/1140684#Comment_1140684

Dear Bryan,

Many thanks for your detailed reply. This is what I love about FL: They are responsive and put their customers first. Thanks so much.

Armin