Disappointed
I've been a user with Logos since about 2000-2001. I first bought the Scholars package when you still had to insert the disk into the computer to use the program. I recall I spent upwards of almost $500 for the program (I didn't really have at the time) for the program and it was only mildly helpful. A lot of "fluff" that I would never use was included with the software.
Later I had to upgrade to a Libronix system (free). That was not a very helpful system either.
Now a month and a half ago I speak to the rep. At the tune of $124/mo. for 12 mos. I upgrade to Logos 4 Platinum. I am excited. He tells me:
I am getting almost 1200 books.
I am getting the latest version and he assures me Logos is very slow releasing new versions and doesn't anticipate one for a long time.
He further assures me not to worry. I was disappointed that I had previously spent almost $500 for books and will purchase them again. He says this time all he can do is give me a 15% discount but not to worry...if I purchase the software this time I'll never need to do so again. Future upgrades will be FREE. (I didn't hear the fine print behind what he said - like overlooking the asterisk in fine print.)
Now I open Logos today. SUPRISE! Logos 5! I get mine free...and my computer has upgrades downloading. It reopens to Logos 4...(background sound: whaa...whaa...whaa...)
I don't understand. So I click the link. It tells me my upgrade is over $600.
There is some misunderstanding. I call Logos and wait 30 min. on hold to speak to a woman with a strong accent that is a little difficult to understand.
Bottom line my "free" software won't be free after all. Why?
It's the shell game. Platinum isn't simply Platinum anymore. They changed the books that come with Platinum, so now I no longer have the second tier of Logos, I now have third tier software.
Since (new) Platinum comes with different books, it wouldn't be fair to give them to me free (agreed). So I can't simply upgrade my software "for free" unless my payments go up $40/mo. Ummmmm...that ain't free.
Some in this forum are saying, "Be patient. There will be a "crossover" package. My question still is this:
1.) Will it be free?
2.) Why is Logos taking care of their POTENTIAL CUSTOMERS before their loyal customer base? I was in sales for a while. I remember in one of our
meetings they told us that it is 20 times harder to get a new customer
than to retain one. I think Logos needs to think about that.
3.) Why didn't the rep on the phone advise me of an option to wait for something called a crossover?
4.) How long will it take to roll out the crossover package?
What hurts is I might expect this from Microsoft...but not from a company that is Christian-oriented.
So my upgrade is free (unless we change the books in the package, then it isn't [betcha didn't see that comin' tee hee]).
I guess I could even see not giving a free upgrade if 1) they hadn't told me it would be free and 2) it had been years since I purchased the software. But it wasn't. It was last month!
I even see some doubletalk on the Logos site. Someone sounding like a rep for the company corrected another forum member and says, "We never said all future upgrades would be free. We said you will never have to purchase your books again." Ummmm...sir, the rep on the phone definately said future upgrades would be free. That was a MAJOR SELLING POINT from my perspective. He assured me that the only future charges would be if I wanted to purchase more books.
Today, when I asked the representative to speak to a supervisor she told me he was busy and to try calling back in A MONTH! Wow! A month? Really? Now that's customer service!
I know how much time, effort and money must come with making this software - immense. I'm not asking for something for nothing. I am just asking for what I was promised.
Disappointed and feeling mislead,
Mike