Help me not RETURN my Logos Platinum 4 - TERRIBLE download/design experience so far.

Jonathan Burke said:

Andy Bell said:

The fact that some still report 20 minute+ wait times when phoning for support suggests that the Logos support team is still handling more support calls than they can manage which, after 7 months(?) of Logos4 being available is a bit concerning...

I doubt that those calls are all from people who have owned Logos 4 for 7 months. The majority of them are most likely to be new or recent users.

Indeed, and that's part of the point I was trying to make - the issues may not have gone away so new customers may be running into similar problems to those that existed at the start.

Then again, managing customer expectation (or failing to do so) is a major factor in customer satisfaction. Being told upfront in unequivocal terms that buying package X will result in a download of Y gb followed  by an index lasting several hours would possibly increase customer satisfaction.I'm not saying this info is not available  but it should be very conspicuous so that the customer realises that buying today will, probably, not result in using the software today...

And I know I've said this before and will probably say it many more times - giving the customer the ability to control the download of resources, to limit the first download to the user's choice of 'favourites' for example, would help someone get up and running quickly. The less used resources can then be downloaded over night and the never used resources are never downloaded. (I have made this suggestion ('pre-hide' resources) on the user voice pages) and I think it would make a big difference...

Rosie Perera said:

Managing customer expectation would probably take care of a large percentage of the calls and dissatisfaction, but what troubles me more is that there still remain serious problems that some number of users are running into where they cannot even succesfully install. That should almost never happen on brand new software, unless the user hasn't got the computer specs that are required for the product or there is something faulty with their hard disk or something. That there are workarounds (if one calls Customer Service) is hardly consolation. If a person spends a couple hundred dollars (minimum) on some software, it should work right out of the box, and the installation process should be relatively easy and mostly hands-off, even if it involves a lot of waiting.

I couldn't agree more - the actual installation should be a breeze. I've never had as much trouble installing a program as I did with Logos 4 and, as an IT professional, I install a lot of software.

As Logos provides many gb of resources, the large download is inevitable. However, a plain vanilla base package install (with no other resources involved) could provide a pre-built index, with a quick check post download to check that this index matches the installed resources. And there ought to be a way of adding extra resources to the index without needing a total reindex (although such functionality may exist?)

I had no problem installing Logos4, except the shock of seeing I had about 7 gigs to download, so 4 days to wait before I could use it!  It did refuse to open at one stage, but customer support mailed me how to sort that one out.  At the moment it's being very slow loading my 2 layouts: Reading, with lots of books open in separate tabs in one window, and Bible study, with 2 windows and various tabs.  They take a minute or 2 to open sometimes.  It sometimes announces that Logos 4 has stopped responding, but that's a lie - it's just like my dog - takes its time to decide to  obey!  

I keep discovering exciting new features of Logos 4.  Were I in America I should probably try to get to a camp, but I'm not, so choose to manage without.

Incidentally, Moe, what about putting your Logos 4 manuals into Logos format to save us foreigners the expense of postage.  I'd probably buy them if I could download them!