Calling Logos Getting Annoying

I had a problem so I wished to talk to a customer service rep. First I waited about five minutes on hold and then was asked my name. Gave it and was told that I couldn't be heard. Then just one second later put on hold and was informed by the canned voice that I was caller number 3 in line. So I waited. This time when I was told I'd be next, I made sure my phone was ready and in hand. But almost instantly I was told I was caller number 6.

I don't mind waiting, but the CS reps should be willing to wait a little bit longer than one second. Also they should do a little better job of grabbing calls. Now it might be that there's an issue on their end and I just got caught. So I'm posting here to see if the "great Logos customer service" actually is great.

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Unix

I haven't had any problems calling customer service, and I don't complain about the cost of calling (I live on the other side of the pond), it's not expensive for me, I have a desk phone line (but no internet).
When I upgraded to L5 my sales rep patiently waited while I gave my options a thought for at least half a minute plus I talked about some things that were on my mind.

Kevin A. Purcell

https://community.logos.com/discussion/comment/458999#Comment_458999

OK.

I'm not looking for a bunch of people defending Logos nor others agreeing with me. I'm hoping the great Logos customer service will show itself by reading this post and contact me since for some reason I can't call in and the last time I emailed them about this issue was Oct and I've not heard anything back from them.

DMB

https://community.logos.com/discussion/comment/459004#Comment_459004

You're funny, Kevin. It' a public forum but you want Logos to participate. Wouldn't it be more efficient to simply send Bob a line?

And since you know the answer, then we have to assume the goal here is to embarrass the heck out of them?

So you can whack me too, I've not had the experience you've had, and even worse, getting refunds. They've been very chirpily happy to accomodate me.

My guess is the issue's in the software support area?

Kevin A. Purcell

https://community.logos.com/discussion/comment/459009#Comment_459009

And since you know the answer, then we have to assume the goal here is to embarrass the heck out of them?

I won't question your motives and respectfully ask you not to judge mine.

I clearly stated my purpose in posting.

Rosie Perera

Customer service doesn't read the General forum. I will email someone on your behalf and have them get in touch with you. You can email them directly in the future.

Ralph Hale

https://community.logos.com/discussion/comment/459025#Comment_459025

Be sure to remind them that he is the same Kevin that spent so much time sucking up to them in his rag ...er mag. (concerning the L5 rollout.)

He definitely deserves better from them.

Kevin A. Purcell

https://community.logos.com/discussion/comment/459025#Comment_459025

Thanks Rosie

I've often read about people getting satisfaction by posting. I've never tried it until now. It seems as though they would assign someone to do look in on the forums for this kind of thing once a day or so.

I just got off the phone with Jerald from Logos and he took care of my issue. Not sure why I they had such trouble answering my call. I'm also dealing with an issue where Proclaim won't upload or download so maybe they were having a problem with their computers this morning.

Kevin A. Purcell

https://community.logos.com/discussion/comment/459030#Comment_459030

Be sure to remind them that he is the same Kevin that spent so much time sucking up to them in his rag ...er mag. (concerning the L5 rollout.)

He definitely deserves better from them.

I take great offense to your calling Christian Computing Magazine a rag. I request an apology and ask you not to insult me or the publication I write for. If you don't like CCMag you're free to ignore it. We work hard to provide a service to the church for no cost. Most of us who write for it do not get paid except when we get some free software to review, which I've not gotten from Logos. I've either paid for it or was given software just like other beta testers were, however I was not given free software this time around I paid handsomely for it.

ChelseaFC

https://community.logos.com/discussion/comment/459034#Comment_459034

We work hard to provide a service to the church for no cost.

Kevin,

I enjoyed your article. [:D] Thanks for writing it.

Marcus

Michael

https://community.logos.com/discussion/comment/459034#Comment_459034

WOW! Can you feel the love? We're to be recognized by our love correct?

Kevin, I'm sorry you were treated poorly by several posters. Congrats on 1700 posts.

Ralph Hale

https://community.logos.com/discussion/comment/459034#Comment_459034

however I was not given free software this time around I paid handsomely for it.

Don't be so offended. It's just business. If your "publication" could have made an impact on their sales, I'm sure Logos would have been overjoyed to give you a copy free.

Jerry Bush

https://community.logos.com/discussion/comment/459034#Comment_459034

Be sure to remind them that he is the same Kevin that spent so much time sucking up to them in his rag ...er mag. (concerning the L5 rollout.)

He definitely deserves better from them.

I take great offense to your calling Christian Computing Magazine a rag. I request an apology and ask you not to insult me or the publication I write for. If you don't like CCMag you're free to ignore it. We work hard to provide a service to the church for no cost. Most of us who write for it do not get paid except when we get some free software to review, which I've not gotten from Logos. I've either paid for it or was given software just like other beta testers were, however I was not given free software this time around I paid handsomely for it.

Kevin -

Don't pay attention to this guy. CCMag is a great service to the church, and your column is my favorite part of it, hands down. I read it first every time.

You are appreciated, brother!

Jerry

DMB

https://community.logos.com/discussion/comment/459036#Comment_459036

Michael ... it's great you're so proud of your love. I know I'm impressed.

Those other posters were just awful.

Schezic

https://community.logos.com/discussion/comment/459034#Comment_459034

Be sure to remind them that he is the same Kevin that spent so much time sucking up to them in his rag ...er mag. (concerning the L5 rollout.)

He definitely deserves better from them.

I take great offense to your calling Christian Computing Magazine a rag. I request an apology and ask you not to insult me or the publication I write for. If you don't like CCMag you're free to ignore it. We work hard to provide a service to the church for no cost. Most of us who write for it do not get paid except when we get some free software to review, which I've not gotten from Logos. I've either paid for it or was given software just like other beta testers were, however I was not given free software this time around I paid handsomely for it.

Apology?? Surely you jest !!! He gave you exactly what you were trolling for. ... A stump upon which to perch while defending the honor of your "publication."

Are you quite certain he isn't employed by the advertising wing of your firm?

Silent Sam

https://community.logos.com/discussion/comment/459364#Comment_459364

[^o)] HHHMMMmmm~~~ [^o)]

MJ. Smith

https://community.logos.com/discussion/comment/459004#Comment_459004

I'm hoping the great Logos customer service will show itself by reading this post and contact me

You certainly don't deserve the abuse you have gotten in this thread. However, it is not the job of customer service to read and respond to the forums. The forums are intended to be peer-to-peer assistance. Bugs and Suggestions are primarily what staff assigned to monitor the forums are responsible for. I agree that the response of CS to email is much slower than I would expect - but I've never felt entirely ignored.

Ralph Hale

https://community.logos.com/discussion/comment/459534#Comment_459534

You certainly don't deserve the abuse you have gotten in this thread.

I agree. It approaches martyrdom.

Kevin A. Purcell

https://community.logos.com/discussion/comment/459752#Comment_459752

Just a follow up. Logos took care of the issue admirably with swift action asi hoped. I posted the original message to give them a chance to prove they were worth the confidence Manu of us put in them. They did.

I do however have far less confidence in this forum. I have often been critical of the company and don't mind saying so. I've never resorted to name calling in any of my 1700+ posts. If I'm wrong prove it with a link and ill be happy to do the right thing and apologize. I have questioned people's motives. That's contrary to how a Christ follower should act and I do apologize for that. I hope to never do so again here publicly.

Kevin A. Purcell

https://community.logos.com/discussion/comment/459534#Comment_459534

I'm hoping the great Logos customer service will show itself by reading this post and contact me

You certainly don't deserve the abuse you have gotten in this thread. However, it is not the job of customer service to read and respond to the forums. The forums are intended to be peer-to-peer assistance. Bugs and Suggestions are primarily what staff assigned to monitor the forums are responsible for. I agree that the response of CS to email is much slower than I would expect - but I've never felt entirely ignored.

I wish they did have at least one person whose job it is to monitor this forum for customer service needs. It would not take long. I can scan posts in about 30 minutes a day responding to those I find interesting and reading many more.

Randall Hartman

https://community.logos.com/discussion/comment/459842#Comment_459842

" So I'm posting here to see if the "great Logos customer service" actually is great"

I think that's what got me. Kevin, you sounded quite prickley. It's a good thing the customer service came through for you. I shudder to think....

Silent Sam

https://community.logos.com/discussion/comment/459849#Comment_459849

I think that's what got me. Kevin, you sounded quite prickley.

[^o)] HHHMMMmmm~~~ [^o)]

Paul Golder

https://community.logos.com/discussion/comment/459851#Comment_459851

Not that anyone wants to know what I think, but...

I find that the abhorrent reaction to Kevin's honest post quite typical here, and often it turns my stomach to the point that I purposefully stay away for extended periods.

Otherwise I find myself with a negative attitude when using the software, bad taste in my mouth as it were.

My two cents...

Paul Strickert

https://community.logos.com/discussion/comment/459871#Comment_459871

[Y]

Joseph Turner

https://community.logos.com/discussion/comment/459849#Comment_459849

" So I'm posting here to see if the "great Logos customer service" actually is great"

I think that's what got me. Kevin, you sounded quite prickley. It's a good thing the customer service came through for you. I shudder to think....

The very nature of written "communication" in a forum can make it hard to decipher a person's tone. That is why I try to assume that people aren't meaning to be negative if I take it that way unless they continue or make it more obvious. With that said, I did not see anything particularly negative in any of Kevin's posts, except for possibly the one where he talks about not wanting people to defend Logos. I think that he was irritated, and I am in touch with that emotion. I also know that on several occasions people have gotten responses about concerns after posting in the forum. I actually had a salesman call after I posted about the Hermeneia sale that was up some time ago. I certainly don't think that he said anything that garnered the degree of "shots" that he took. I assumed that there must have been some kind of past personal issue that I did not know about.

Paul C

https://community.logos.com/discussion/comment/459364#Comment_459364

Be sure to remind them that he is the same Kevin that spent so much time sucking up to them in his rag ...er mag. (concerning the L5 rollout.)

He definitely deserves better from them.

I take great offense to your calling Christian Computing Magazine a rag. I request an apology and ask you not to insult me or the publication I write for. If you don't like CCMag you're free to ignore it. We work hard to provide a service to the church for no cost. Most of us who write for it do not get paid except when we get some free software to review, which I've not gotten from Logos. I've either paid for it or was given software just like other beta testers were, however I was not given free software this time around I paid handsomely for it.

Apology?? Surely you jest !!! He gave you exactly what you were trolling for. ... A stump upon which to perch while defending the honor of your "publication."
Are you quite certain he isn't employed by the advertising wing of your firm?

Can't we all just get along?

Kevin A. Purcell

https://community.logos.com/discussion/comment/460228#Comment_460228

I can see where someone would think I was angry or "prickly" as someone said. In fact the word I used in my title was the way I felt. Annoyed. I wanted to solve a problem and in the past an email to sales didn't fix another issue and this time calling became problematic. My time is valuable so I decided to try the forum.

Someone suggested I could email Bob about the issue. In fact I've had past conversations with him over Twitter and email. I just feel like this kind of thing can be dealt with by the hired help. If the forum post didn't work I'd have gone to the top through either Bob or Dan. They're great people and I know they'd have fixed it. But the respectful thing to do was go through channels first.

BTW the email non-response may have actually been on my end. An attachment was sent to me to respond to my request and it may have been killed by the spam filter.

In the end here's what someone can take away from this post.

Logos isn't perfect and occasionally lets their customers down like other companies.
Logos does an above average job of attempting to fix said problem as best they can.
Members of this forum range in spectrum from people who will attack anyone who even thinks about criticizing Logos to people who will attack anyone who has an even slight admiration for the company with most somewhere in between.
My hope is that we who read these forums and plan to do our best to follow Jesus should assume the best first in people and avoid judging someone else's motivations. Isn't that in scripture somewhere. Maybe we should all fire up Logos and search for it.

Prize to the first person who posts a link to a Logos passage or resource that deals with #4 above.

DMB

https://community.logos.com/discussion/comment/460399#Comment_460399

Kevin, in the company I was lucky to be an executive for, we didn't have 'hired help'. And our time was far less valuable than our 'help'. And we didn't need Logos to figure that out.

MJ. Smith

https://community.logos.com/discussion/comment/460404#Comment_460404

Kevin - not from this thread:

5. Logos' users are not perfect - they can be impatient and insist on acting as if they were shareholders.

Schezic

https://community.logos.com/discussion/comment/460399#Comment_460399

Someone suggested I could email Bob about the issue. In fact I've had past conversations with him over Twitter and email. I just feel like this kind of thing can be dealt with by the hired help. If the forum post didn't work I'd have gone to the top through either Bob or Dan. They're great people and I know they'd have fixed it. But the respectful thing to do was go through channels first.

BTW the email non-response may have actually been on my end. An attachment was sent to me to respond to my request and it may have been killed by the spam filter.

I need someone to clarify what "going through channels" means. Does it mean that if I fail to look in my spam folder for a reply from Logos and I fail to monitor my phone when I'm on hold, That I should come here to the forums and expect immediate attention from customer service?

Ralph Hale

https://community.logos.com/discussion/comment/460439#Comment_460439

That's what it means to someone who wears a self-appointed Press Pass.[:D]

Silent Sam

https://community.logos.com/discussion/comment/460603#Comment_460603

[^o)] HHHMMMmmm~~~ [^o)]

Schezic

https://community.logos.com/discussion/comment/460740#Comment_460740

Yeah, [^o)] HHHMMMmmm~~~ [^o)]

Paul C

https://community.logos.com/discussion/comment/460439#Comment_460439

Can't we all just get along?

Jeff Hetrick

I had a problem so I wished to talk to a customer service rep. First I waited about five minutes on hold and then was asked my name. Gave it and was told that I couldn't be heard. Then just one second later put on hold and was informed by the canned voice that I was caller number 3 in line. So I waited. This time when I was told I'd be next, I made sure my phone was ready and in hand. But almost instantly I was told I was caller number 6.

I don't mind waiting, but the CS reps should be willing to wait a little bit longer than one second. Also they should do a little better job of grabbing calls. Now it might be that there's an issue on their end and I just got caught. So I'm posting here to see if the "great Logos customer service" actually is great.

You may have just been the unfortunate exception to the rule of absolute top of the line Logos customer service. I'm one who is a little quick to pick up the phone, especially when time is short, and call rather than doing very deep research first (so I might have been one of those callers ahead of you - sorry).

Logos CS has been very busy, to be expected, with the release of V5 and the closing of the discounted sale period. I'm sure they try to please even the most impatient of us no matter how entitled we feel we are.

Whyndell Grizzard

https://community.logos.com/discussion/comment/461302#Comment_461302

I think its time for Logos to start banning some of these posters- may be they have mental or sin issues, but this type of stuff gets out of hand quick, and it seems some of these posters engage in nothing but pure baiting.

DMB

https://community.logos.com/discussion/comment/461380#Comment_461380

I agree completely.

I think if you can't ban them, at least Logos should establish 'Warning' labels for them and maybe icons like the 'stars'.

A head icon would mean they have mental issues.

Maybe a 'XX' would mean they have sin issues.

And a fishing pole for the baiters.

(Plus of course the press card one.)

For the good forum users there could be little angel halos.

And for the ones whose stomach turns at each negative thought, maybe some pills.

Paul Golder

https://community.logos.com/discussion/comment/461411#Comment_461411

And for the ones whose stomach turns at each negative thought, maybe some pills.

Maybe some aromatherapy, pills also bother my stomach sometimes. This would be nice:

Willard Scott

https://community.logos.com/discussion/comment/461411#Comment_461411

I think if you can't ban them, at least Logos should establish 'Warning' labels for them and maybe icons like the 'stars'.

Here's your sign. [:P]

http://www.youtube.com/watch?v=Yvj_acGhbPk

Rene Atchley

https://community.logos.com/discussion/comment/461411#Comment_461411

I agree completely.

I think if you can't ban them, at least Logos should establish 'Warning' labels for them and maybe icons like the 'stars'.

A head icon would mean they have mental issues.

Maybe a 'XX' would mean they have sin issues.

And a fishing pole for the baiters.

(Plus of course the press card one.)

For the good forum users there could be little angel halos.

And for the ones whose stomach turns at each negative thought, maybe some pills.

Maybe for those who are heavenly they could get the introductory special price, that goes on for months, after it changes to the new special price (that for a limited time) right before the regular higher price. Perhaps another as a new incentive bonus Angelic members can have an increased amount of spam, since they desire increased savings, on the desk top so they can fully benefit from the pre-publication special prices before they became the higher new prices.

Whyndell Grizzard

https://community.logos.com/discussion/comment/461457#Comment_461457

Nothing like having your point proven beyond any doubt!

Brad Fry

https://community.logos.com/discussion/comment/461411#Comment_461411

And a fishing pole for the baiters.

OK, that does it! I think I'm being singled out! See my picture up to the left! [;)]

Brad Fry

https://community.logos.com/discussion/comment/461494#Comment_461494

Zero posts????!! I am being persecuted! Obviously!

JT (alabama24)

https://community.logos.com/discussion/comment/461495#Comment_461495

Zero posts????!! I am being persecuted! Obviously!

Did you change your email address recently (or make other changes to your account)?

Willard Scott

https://community.logos.com/discussion/comment/461411#Comment_461411

I agree completely.

I think if you can't ban them, at least Logos should establish 'Warning' labels for them and maybe icons like the 'stars'.

A head icon would mean they have mental issues.

Maybe a 'XX' would mean they have sin issues.

And a fishing pole for the baiters.

(Plus of course the press card one.)

For the good forum users there could be little angel halos.

And for the ones whose stomach turns at each negative thought, maybe some pills.

That's a great first draft. I would suggest 2 categories for Baiters:

The everyday, dime store Baiter, and the much rarer Master Baiter.

Jeff Hetrick

https://community.logos.com/discussion/comment/461380#Comment_461380

I think its time for Logos to start banning some of these posters- may be they have mental or sin issues, but this type of stuff gets out of hand quick, and it seems some of these posters engage in nothing but pure baiting.

Wow! Insensitive doesn't even cover these comments. Sinful seems a lot closer but hey - we are all that still so I withhold judgement. I wonder if Logos might also ban stupidity, even though we all have a right to end up that way.

Schezic

https://community.logos.com/discussion/comment/461937#Comment_461937

Sinful seems a lot closer but hey - we are all that still so I withhold judgement.

So, Did you withhold your judgment before or after you made your judgment?

Jeff Hetrick

https://community.logos.com/discussion/comment/462023#Comment_462023

Sinful seems a lot closer but hey - we are all that still so I withhold judgement.
So, Did you withhold your judgment before or after you made your judgment?

Let me clarify - I judged the comments to be insensitive. I will further clarify that they are grossly insensitive. They may have been made from a sinful heart but I'm not sure.

Thanks for asking me to clarify.

Jeff Hetrick

https://community.logos.com/discussion/comment/463118#Comment_463118

Let me clarify - I judged the comments to be insensitive. I will further clarify that they are grossly insensitive. They may have been made from a sinful heart but I'm not sure.

In my line of work I have found the attitude behind such comments and thinking is often nothing more than uninformed ignorance so in fairness that may be what we are dealing with here. Anyone out there with a loved one with mental illness or who works with the mentally ill should be horrified at the comments and I believe they should be removed from the forum.

My limited participation here may not give me a voice though.

Wayne

I had a problem so I wished to talk to a customer service rep. First I waited about five minutes on hold and then was asked my name. Gave it and was told that I couldn't be heard. Then just one second later put on hold and was informed by the canned voice that I was caller number 3 in line. So I waited. This time when I was told I'd be next, I made sure my phone was ready and in hand. But almost instantly I was told I was caller number 6.

It is interesting how long this topic has hung around. It all started because Kevin wanted to call Logos on the final day for discounts for Logos 5 packages. The phones were busy that day.

Willard Scott

https://community.logos.com/discussion/comment/463121#Comment_463121

I had a problem so I wished to talk to a customer service rep. First I waited about five minutes on hold and then was asked my name. Gave it and was told that I couldn't be heard. Then just one second later put on hold and was informed by the canned voice that I was caller number 3 in line. So I waited. This time when I was told I'd be next, I made sure my phone was ready and in hand. But almost instantly I was told I was caller number 6.

It is interesting how long this topic has hung around. It all started because Kevin wanted to call Logos on the final day for discounts for Logos 5 packages. The phones were busy that day.

One could make that assertion. I happen to take a different view. I suggest it wasn't the customer service bottleneck, but rather the response to that inconvenience, that facilitated the post. I propose that it is not so much the cards we are dealt, but rather our response that matters. When all was said and done, He said that an email had been lost, and that Logos had handled the matter as well as could be expected. Would it not have been better to wait for that revelation before posting?