Disappointed in Tech Support

I've been struggling with a problem with the new Logos 4 since it was released. While attending a recent Camp Logos, I showed Morris my issue and he said it was something I should talk to Tech Support about.

So I sent off an e-mail a week ago explaining my issue, showing the steps to reproduce it, etc. I received an automated response stating, "Please know that we'll respond to your e-mail as quickly as we can, normally in 24 to 48 hours."

I never received a reply.

After a couple of days, I called Tech Support. I waited on hold for 26 minutes before speaking with a representative. After explaining my issue (and, apparently, waiting as the representative reproduced the problem on their end, tried a few solutions, checked some knowledgebase stuff, etc.), I was told that they would take down my information and have someone call me in the next day or so.

After hanging up, I sent a follow-up e-mail just to make sure that nothing falls through the cracks. I received the familiar automated reply promising me a response that still has not come.

As I type this, I'm on hold again with Logos. Actually, this is the second time I've been on hold. When I first called, I was put on hold by the receptionist for almost 10 minutes. When she returned to the phone and asked how she could direct my call, she transferred me to Tech Support and said, "Current hold times look to be about 30-35 minutes," and I immediately began hearing the music and automated "on hold" message.

Now, I realize that Logos is probably slammed right now. I think I understand some of the dynamics that would cause an unusually heavy demand on Tech Support. And I also see this as a great opportunity to practice patience and perseverance -- ya gotta love character-building moments, right?

But I'm also feeling disappointed with Logos' customer service at this point. As a user that's been with 'em from the very beginning, I've always been pleased by my interactions with the company, and I'm a huge fan of the product. I'm just bummed at how difficult it is to get through to the company or receive a response these days.

(And the cynical side of my flesh can't help but think about how much easier it's been to get through when I wanted to make a purchase and spend some money... *smirk*)

Okay. I got it off my chest. I'll go back to listening to the "on hold" recording telling me how wonderful it would be if I upgraded my collection...

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Comments

Jannie van Niekerk

Hi Scott,

Here is what Bob Pritchett, CEO have to say. Hang in there...

http://www.bobpritchett.com/blog/2010/01/on_failing_our_customers.html

Pat Flanakin

I take it that you have searched the forums and posted the problem here with no resolution.

On the note of customer service, I think that if I were Mr. Pritchett, I would offer those who have Logos 4 a 10% or more discount on all resources until they get the customer service act in order.

The OP has a valid point that there are plenty of sales folks at Logos, but not enough "after the sale" folks. Many, many companies make the mistake thinking that once I get the sale, the effort for someone to change to a competitor is more difficult than their dealing with poor tech support. Also, a common mistake is made that once the sale has been made, experience from the user end occurs and word spreads like wildfire. This slows down sales because if people think a product really isn't mature enough, they may hold back from an upgrade, especially when they have the previous version of the product.

Logos has some genius sales tactics, but we wish the genius technology would make it to the tech support more often.

I am speaking from the standpoint I have never had to call Tech Support and am thankful my system works okay, but I am not a deemed Power User of L4 either and those that are should get excellent treatment because they are the rudder which steers the sentiment of the product through the oceans of future sales.

You will not be able to convince me that Logos didn't know that their product was not truly ready for Power Users in November. I shouldn't think about it because frankly, there is a chance that many who were thinking of switching, or upgrading, are long gone for various reasons.

I can deal with a product that is touchy, but must have the backing of the company to get it right.

I am thankful we have Logos at all, but business is business and there is a Biblical way to handle business and I would say that a company that poses itself to be Christian first, then business second, should be the best equipped, best service oriented business out there. Mistakes are made, yes, but to me, when a company isn't providing the service, they can come up with something to show their loyal customers appreciation such as a temporary discount, or other stopgap until things are up to speed.

Yes, patience is necessary; however, notifying a company of its weaknesses is not only good business, but good stewardship in Christian love.

TCBlack

Scott,

I have no platitudes (Is that refreshing?)

But I can say that Logos is woefully aware of the problem.

Help Us Help You - Logos Bible Software Blog

On failing our customers

Especially take a read at the second post.

And FWIW, post your problem here while you're on hold. We might find an answer before they do. Maybe.

Scott Heine

https://community.logos.com/discussion/comment/95883#Comment_95883

UPDATE:

Hey! I only waited on hold 20 minutes this time instead of the 30-35 that was predicted.

As usual, the representative I spoke with was very friendly. I'm convinced that Logos only hires high caliber people.

I described my problem, and the technician asked me to walk him through it step-by-step to see if he could reproduce it on his end. I chuckled as we waited for the software to load on his end and for the required Bible to come up; it's amusing to know that even the technicians are finding the software to be a bit sluggish at this point. [:P]

I was really surprised when we reached the next step of my problem, however. I told him to open up the Copy Bible Verses tool... and then had to help him figure out how to do that. [:|]

Sure enough, he encountered the problem as well. Then I went back on hold while he showed it to some of the guys around him, and none of them was aware of a solution. Looks like I found a bug, so he thanked me, said it was now entered in the database as something that will need to be fixed in a future edition, etc. For now, there is apparently no workaround.

I was a bit disheartened to contemplate the manner Logos has chosen to notify its customers of the fixes that come out with various patches. The technician directed me to these forums should I notice my software taking a while to download a patch. I wish that Logos would simply post the patch notes as an [optional] part of the Home Page so we can immediately see what's fixed rather than having to go and look for it ourselves, and the Technician indicated that most of the TS staff feels the same way (he said there's an internal debate about how to publish the patch notes).

So, for now, I'm stuck where I started. I'm praying for the Logos staff that's still pretty slammed from all the tech support calls since the November release. And I'm dreading the next time I have to call Tech Support for anything. This really, really has to change.

-- Scott

P.S. I'm all in favor of Pat's idea of appeasing someone like me with a discount coupon for some future resource, by the way. It would have been a nice way to end the call. "Gee, I'm sorry for the inconvenience, Mr. Heine. While we work on fixing your problem, we'd like to extend a 10% discount coupon for your next order just to show you our appreciation for your valuable, loyal, continued support..."

[:D]

Mark Smith

https://community.logos.com/discussion/comment/95892#Comment_95892

I wish that Logos would simply post the patch notes as an [optional] part of the Home Page

This sure sounds like a good use of the Home Page. Others have wanted to know what resources are included in a resource update, so this might be a good place to highlight that information, as well.

To get some profile on this suggestion, I suggest listing it as a separate suggestion in the suggestion section of this forum.

Robert Pavich

https://community.logos.com/discussion/comment/95925#Comment_95925

Scott,

I have chastised people in the past many times, not for having a bad experience, but for using some pretty derogetory or inflammatory terms in their description of their experience.

Now I'd like to tell you that, I'm sorry you've had a bad experience, but I commend you for your attitude during a bad tech support time, and also the charitable way you described your ordeal.

Commendable indeed. [:D]

Scott Heine

https://community.logos.com/discussion/comment/95930#Comment_95930

...I commend you for your attitude during a bad tech support time, and also the charitable way you described your ordeal.

Awww, shucks... [*-)]

Michael Birney

https://community.logos.com/discussion/comment/95947#Comment_95947

It would be nice, however, if you would tell us what your issue is, so that I can all complain about it inappropriately! [:P] Or maybe someone has a fix or workaround for you, there are some almost geniuses here (myself not included).

Mark

https://community.logos.com/discussion/comment/95947#Comment_95947

I don't know who the PR people are at LOGOS but I have some hope that they will learn lessons from all of these posts. There are many easy lessons to learn to bounce back. LOGOS knows that they have made some unwise decisions in this release but all is not lost. It has been 4 months now since the release. I think many are waiting for the 6 month mark. Some (like myself) will probably wait for the 9 or 12 month mark. The indexing issues and the major issues that plague L4 will certainly by then be fixed, not to mention the missing features will all be in place.

John Graves

https://community.logos.com/discussion/comment/95970#Comment_95970

I also am disappointed in tech support. I have been waiting for over 20 minutes now. I called Microsoft the other day and waited less time. I do believe Logos is falling behind most of the companies that I have dealt with on Tech support at this point. I understand they have apologized but sooner or later a simple "our bad" isnt going to be enough. I have a simple duplicate serial number issue so it is something only they can do. Anyway just wanted to share my own experience.

John Graves

https://community.logos.com/discussion/comment/96576#Comment_96576

I feel that i need to update my experience. After about a 40 minute long session my issue was fully taken care of. I must say that you have to wait a long time but when you finally do get to speak to someone they are helpful and courteous. So quality is great with Logos Tech Support just wish they had more quantity as in more people to help.

Sean Boisen

https://community.logos.com/discussion/comment/95882#Comment_95882

... The OP has a valid point that there are plenty of sales folks at Logos, but not enough "after the sale" folks.

If you want to use this as a measure of Logos' commitment to customers "after the sale", the ratio of customer/technical support staff to sales staff is roughly 4:1. No argument that we're still not meeting all our customer's needs quickly enough, but we're definitely working hard to do so.

Christopher Esget

https://community.logos.com/discussion/comment/96998#Comment_96998

I called support today about a technical issue. After trying one extremely minor thing, I was told to post in the forums. I've done so, but that was extremely disappointing.

Randy O'Brien

https://community.logos.com/discussion/comment/120027#Comment_120027

Sorry that you've experienced some hardships accessing tech support. My experience has been wonderful. I did have to wait but not too long (aren't speaker buttons on phones awesome?). I told my issue to the help desk and they refered me up the ladder to the second level support. Beckie was amazing at figuring out what needed to happen and fixed it fairly quickly. All the while, I was learning from her tidbits about how the program works. It was a great experience.

FWIW, the forums have been great and you've all solved a lot of issues and questions for me. Very, very helpful and always my first call for help.

Michael Birney

https://community.logos.com/discussion/comment/120027#Comment_120027

I called support today about a technical issue. After trying one extremely minor thing, I was told to post in the forums. I've done so, but that was extremely disappointing.

If are running the beta, then that makes sense, if you are not running the beta, then they should do better than that.

Kevin Becker

https://community.logos.com/discussion/comment/120027#Comment_120027

I called support today about a technical issue. After trying one extremely minor thing, I was told to post in the forums. I've done so, but that was extremely disappointing.

Christopher, I read your other posts. Aren't you running the Mac Alpha? Don't the disclaimers state explicitly that phone tech support does not extend to the Alpha? If you were calling with the Windows stable build I wouldn't expect them to deflect you to the forum but for the Mac Alpha and Windows Beta this is entirely appropriate.