Just bought Scholar's Library Gold 3 - now need to pay double for version 4???
Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?
Not the first time Logos is being unfair, but certainly the worst so far
Comments
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Have you contacted them?
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Sure, but no other than automatic responses: "we are too busy, post your question on the forum." So that's what I did.
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HansKrause said:
Sure, but no other than automatic responses: "we are too busy, post your question on the forum." So that's what I did.
Perhaps you should call sales instead of customer support. It's been reported on these forums that Logos has been fair to others in your situation.
MacBook Pro (2019), ThinkPad E540
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I am brand new to logos systems and just perusing this forum. I also just bought Logos Gold v.3 a few weeks ago. I got busy and did not have the chance to start using it and when i returned to start using it, i found out V4 was out. I called customer support and they upgraded me to Platinum v4 for $263. i paid a discounted $1035 (or so) for the V3 Gold. So I thought they were fair. So I would call Customer Support.
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I'm not sure you've quite understood the crossgrade/upgrade options.
You should be able to crossgrade for around $70. This gives you everything you had in Logos 3, plus the most important new features in Logos 4.
If you did the upgrade to Logos 4, you get all of that, plus a number of new resources that weren't in your 'old' Gold Edition. I'm not entirely sure what these are, but I think include the 12-volume Holman Commentary set, Eerdmans Bible Dictionary, the 7-volume New Testament Studies Collection, Analytical Lexicon the Greek NT, and dozens of other resources.
I'm not sure of the pricing, but it may well be that if you had waited, you would have to have paid more for the Gold Upgrade now, than you did last week, because of all these extra resources.
Having said that, I'm sure Logos would treat you reasonably in the circumstances, and offer you a discounted Gold upgrade. But I doubt you'll get it for free.
This is my personal Faithlife account. On 1 March 2022, I started working for Faithlife, and have a new 'official' user account. Posts on this account shouldn't be taken as official Faithlife views!
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HansKrause said:
Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?
You can return all products within 30 days for a refund. If CS won't help you out with some sort of deal, return it and then get the one you want.
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Crossgrade is not offered anywhere, unless you happen to know the pages where to look for it (which means you must have preknowledge that crossgrade exists). When going to the logos.com website only upgrades are offered, and at prices which under the circumstances infuriate me.
Interesting, that in L4 the NIV, NIrV and TNIV seem(!) to be included in the package also in oversees shipping (I am in Europe), but until now Logos has failed to ship these because of license restrictions and failed to give additional discount fro leaving out the best Bible translations available.
Customer service and sales are on the other side of the globe and difficult to reach because of the time difference.
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Good idea, Donovan, except that I lose the freight costs x 2 which amount almost to the price of a crossgrade [:^)]
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Thats very odd, my upgrade from Scholar's 3 to 4 was free (I only had version 3 for about a week).
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HansKrause said:
Good idea, Donovan, except that I lose the freight costs x 2 which amount almost to the price of a crossgrade
Good point. When you put it that way, I'd be very surprised if no one at Logos would do you a good deal. I'd give 'em a call and tell them your situation.
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Hans,HansKrause said:Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?
Logos policy in your case has usually been extremely fair and with only a two day overlap - I would wager, based upon my prior experience with Logos that you're particular case would be free. The ONLY conceivable difference in money might be for the difference between a few resources. But two days is awefully short. Definitely call/contact customer support. I'm certain you'll be satisfied.
Sarcasm is my love language. Obviously I love you. 0 -
HansKrause said:
Customer service and sales are on the other side of the globe and difficult to reach because of the time difference.
I'm sure emailing them will resolve the issue.
As Bob has said before, if a customer can not get satisfaction from sales or CS, you can talk to him.
I'm sure they will "bend over backwards" for you.
Definitely the best sales and CS I have ever dealt with.
"As any translator will attest, a literal translation is no translation at all."
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Did email them twice, Paul, but no response. About the NIV Bibles I have emailed them 5-6- times and tried to get them to act, but a deadly silence came upon all of them after a while. I even missed a once-in-a-lifetime opportunity to boost sales of Logos Bible software through a weekend Bible software seminar. Had to cancel the whole event because they couldn't get the NIV shipping. 100+ Bible scholars and students disappointed!
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Hans,
Try to email one more time but this time put
INTERNATIONAL CUSTOMER in the subject of your message. This should speed your service.
Please see Dan Pritchett's post on the matter here: http://community.logos.com/forums/p/4307/34522.aspx#34522
Sarcasm is my love language. Obviously I love you. 0 -
HansKrause said:
Did email them twice, Paul, but no response. About the NIV Bibles I have emailed them 5-6- times and tried to get them to act, but a deadly silence came upon all of them after a while. I even missed a once-in-a-lifetime opportunity to boost sales of Logos Bible software through a weekend Bible software seminar. Had to cancel the whole event because they couldn't get the NIV shipping. 100+ Bible scholars and students disappointed!
Did you email both CS and sales? They have both been overwhelmed the last couple of weeks, so there may be some delay.
They do read all emails.
I'm sure once they read this post, someone will contact you.
"As any translator will attest, a literal translation is no translation at all."
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HansKrause said:
Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?
Not the first time Logos is being unfair, but certainly the worst so far
I would give Logos a call. Use the international number, it works for me.
Ted
Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ
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Ted Hans said:
I would give Logos a call. Use the international number, it works for me.
Ted
Always I call I do it through the regular number. I never use 800 number since it is not free from Europe. I got through almost immediately and waited for the person I needed for less than 10 minutes. It was in the first days of Logos 4. I the past I called Logos many times and always got excellent service. The same with emails.
Bohuslav
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Bohuslav Wojnar said:
Always I call I do it through the regular number. I never use 800 number since it is not free from Europe. I got through almost immediately and waited for the person I needed for less than 10 minutes. It was in the first days of Logos 4. I the past I called Logos many times and always got excellent service. The same with emails.
Interesting, for me the 800 875 6467 number is listed for USA/CAN on Logos. While the 08712181700 is listed for the UK. Is there another number that shows up when you Log into the Logos website?
Ted
Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ
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Hans, if you like, I can have one of our techs or sales reps give you a call at your convenience and see what the best deal we can get you would be. What time would be good for you? You're in Finland, correct?
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I had a situation not terribly unlike your situation, Hans, and was
extremely pleased with the service I received from Logos' sales
department after I clearly explained my situation. I continue to have
only wonderful interaction with Logos.0 -
Ted Hans said:
Interesting, for me the 800 875 6467 number is listed for USA/CAN on Logos. While the 08712181700 is listed for the UK. Is there another number that shows up when you Log into the Logos website?
No, I see the same 2 numbers on the Home Page. The special discounted number for the UK customers seams not to be available for any other country. I go to the Contacts info page and there are a few other numbers there.
Bohuslav
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Paul was right, they do read the forum posts. In the end I got a phone call from a direct sales rep, who now works on this case. Obviously public pressure helps getting priority. Thanks to you all for responding [:)]
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Hi Hans,
HansKrause said:Obviously public pressure helps getting priority.
My experience with the Logos folks is that we all already have "priority" but may have trouble getting their attention, if they're busy. If you didn't already have their priority, you'd still have had to have called them. Because you DID already have their priority, THEY called YOU as soon as they realized you had a problem.
It's a fine semantic difference, but my understanding of the Logos' folks' good will towards & priority for their customers been tested/proved over a 12+ year relationship with them.
Many blessings to you as you enter the world of L4.
Grace & Peace,
Bill
MSI GF63 8RD, I-7 8850H, 32GB RAM, 1TB SSD, 2TB HDD, NVIDIA GTX 1050Max
iPhone 12 Pro Max 512Gb
iPad 9th Gen iOS 15.6, 256GB0 -
Bohuslav Wojnar said:
No, I see the same 2 numbers on the Home Page. The special discounted number for the UK customers seams not to be available for any other country. I go to the Contacts info page and there are a few other numbers there.
Thanks for the info - will try that next time.
Ted
Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ
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HansKrause said:
Obviously public pressure helps getting priority
The reason most of us could write with confidence informing you to contact Logos, is that Logos does do right by their customers. Now you are aware of this by practical expirence, so you will be in a good position to inform newbies next time. Nothing new to old timers in the forum, welcome to the discovery.
Ted
Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ
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I agree - Logos takes care of their customers!
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Ted Hans said:
The reason most of us could write with confidence informing you to contact Logos, is that Logos does do right by their customers.
Hear, Hear!
"As any translator will attest, a literal translation is no translation at all."
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HansKrause said:
Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?
Not the first time Logos is being unfair, but certainly the worst so far
Hans, you are all squared away. I have already unlocked your FREE crossgrade to Gold. Please check your email—you may begin downloading right away!
If you are curious as to why this happened, and if anyone else wants to know the policy on free crossgrades... read on.
According to our records, you have created three distinct web accounts at Logos.com, and it appears that you were logging into one of your duplicate accounts that was not tied to your purchase history. That is why you would have seen a price for the upgrade that equalled the price for the outright purchase because the account you logged in with did not have any purchase history. If you email me I can tell you which account to use for future reference.
This is also a mundane issue of "Finland is really far away from the USA" and a simple email or call to our office is all it takes to get things like this straightened out under normal circumstances. But as you realize, we are definitely not under normal circumstances right now with the flood of calls and emails. It is a simple matter requiring a little more patience during the busiest time in our corporate history.
All customers who activated the product in the 30 days before (and a week or so after) Logos 4 was released are able to get a free crossgrade to the new packages. That is something we have always done for our customers. The reason your crossgrade did not immediately show is because you are one of the very rare exceptions in which you ordered three days before we shipped, in the afternoon, in Finland. Apparently it took so long for your package to arrive all the way in Finland that you were not able to activate it within the window allotted. No big deal, a simple glance at your order history and a click of a button and you are set.
To help you turn that frown upside-down, I think you should also know that this is the best thing that could have happened to you. You were happy to pay the price you did for the product we sent you, and now you have about $3,000.00 of additional resources that you weren't even expecting and there was no additional cost at all. Not to mention any extra titles that you have that even the new customers of Scholar's Gold might not have depending on what may have been removed from that collection. All in all, you got a better deal than all the new Gold customers today forward. Congratulations!
As you may have seen from some long-time customers, customer service is #1 at Logos and we all work harder than any company I have ever seen to make sure customers are always taken care of. I would be happy to address the other concerns of unfairness you are alluding "Not the first time Logos is being unfair" privately. dan@logos.com If I can't help you, feel free to also contact our president at bob@logos.com We honestly do want to have the best customer service in the world, in reputation and in reality.
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I wish I could buy stock in this company. [y]
Guess I just have to buy more books.
Sarcasm is my love language. Obviously I love you. 0 -
DanPritchett said:
To help you turn that frown upside-down, I think you should also know that this is the best thing that could have happened to you. You were happy to pay the price you did for the product we sent you, and now you have about $3,000.00 of additional resources that you weren't even expecting and there was no additional cost at all. Not to mention any extra titles that you have that even the new customers of Scholar's Gold might not have depending on what may have been removed from that collection. All in all, you got a better deal than all the new Gold customers today forward. Congratulations!
Not a bad return on a bit of frustration and disappointment!
We knew you would be making Hans very pleased.
Pastor, North Park Baptist Church
Bridgeport, CT USA
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Thomas Black said:
I wish I could buy stock in this company.
Don't even think it. [:(] The last thing we need is a board of directors telling Bob how to run the company.
(after all he already has all us customers telling him how to do it) [;)]
"As any translator will attest, a literal translation is no translation at all."
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Paul Golder said:
Don't even think it.
The last thing we need is a board of directors telling Bob how to run the company. Especially a board filled with Thomases!!!!!!
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Mark A. Smith said:
We knew you would be making Hans very pleased
Mark who told you i was not pleased! I am on record as saying i am very satisfied with Logos, great company[:D][Y]
Hans, T
Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ
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Philip Spitzer said:Paul Golder said:
Don't even think it.
The last thing we need is a board of directors telling Bob how to run the company. Especially a board filled with Thomases!!!!!!
Heh he he. I DOUBT that's a problem.
Thread Hijack mode = OFF
Sarcasm is my love language. Obviously I love you. 0 -
Thank you, Dan, for taking care of the upgrade and for your long explanation. Let me correct a few things, though, for the record.
- Over the past three years (according to my records, which go back to 2006) I have not logged into any other account than the one I used for this purchase - I am not even aware that I have any other. Every time I checked upgrade prices, I also checked that my Gold 3 purchase was in the purchase history. My original Customer ID changed September 2006 when Logos merged two accounts I had. Another thing is that the price shown on the upgrade page was well over 1000 USD because I had not activated the Gold 3 package yet (because it had not even arrived yet). Maybe my ignorance that I did not realize that upgrade prices change only after activation, not after purchase, but to be honest, I contacted both sales and customer service by email and did not get a response in two weeks, other than the automated "We'll contact you some day".
- Phone calls are not much of an option from here. They are terribly expensive and the line quality is so poor, that it is very hard to make any solid conclusions based on what you think you hear the other guy say. Latest experience: last night, when J-R called me about this matter after having read the forum posts. Time difference is of course another pain in the neck.
- Back in 2006 it required three weeks and a dozen or so emails to get a product registered and activated. That was not a good example of customer service, but ok, that was another time and generation, and the people at CS then are probably retired by now and taking care of their grandkids.
- Ever since July of this year I have been trying to settle the matter of including IBS translations (NIV, TNIV, NIrV) in the package. Due to licensing restrictions (Zondervan vs. H&S) these translations have been deactivated from the Gold 3 package for shipping overseas without a price cut, which is thoroughly unfair. I know that Zondervan and H&S have struck a new deal about worldwide licensing, which maybe the reason why they are included in the Gold 4 package also for overseas shipping. But the Gold 3 version I activated last night still does not have these translations included. After August I have not heard a word from Logos about this dilemma. I actually have no faintest idea whether the translations included in the Gold 4 package are backward compatible with version 3. Since version 4 is really a beta release, I have understood from the various forum posts, that one needs to revert to version 3 ever so often, at least for the time being.
Dan, you need not turn my frown upside down, I keep on smiling even after chasing CS for months and having to cancel a unique LBS seminar because I was unable to catch or shoot CS in time. Logos Bible software is unique, huge, generally speaking very cost-effective, and a wonderful gift for all those who serve as church leaders or Bible scholars. Once you have tasted it, you cannot live without it. I gladly recommend it to anyone who wants to be serious about Bible study.
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Logos continues to show that they are unlike any other software company in the world.
I thank them for all that they do for us... [:D]
Robert Pavich
For help go to the Wiki: http://wiki.logos.com/Table_of_Contents__
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In my position as a reviewer of software I get to interact with a lot of really great people. It is by no means close interaction but I have had some very good experiences. I can assure you of this. Logos is a good citizen in the area of bible software. They are a business and do a good job on that side of things but they are also keenly aware of the expectations we as Christians should have related to biblical mandates of Christian love and decency. They excel in this area as well. Thankfully most of the others do as well. So while I cannot agree that they are unique in this, saying they are equal to any is a high standard. Thanks Logos!
Dr. Kevin Purcell, Director of Missions
Brushy Mountain Baptist Association0 -
Kevin A. Purcell said:
So while I cannot agree that they are unique in this, saying they are equal to any is a high standard. Thanks Logos!
Very well said, Kevin.
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On the specific point of international phone charges - before now I've used Skype to phone Logos, and had no problems. If you have broadband and it's available to you, it's a no-cost or low-cost call (though you do have to buy credit in 10-euro blocks). I'm sure there are other internet telephony services that can help.
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