Logos Customer Service (specifically Dave Kaplan)

I couldn't help but to post this. I hope it is ok.

I sent Dave Kaplan an email at 3:32 pm on Tuesday asking for prices on some resources, and he responded at 3:41 with some questions, and we emailed back and forth for a while. After some time, we were having some issues with a product because dynamic pricing was not calculating my discount. Dave mentioned in passing that it was taking him longer than usual to research the issue because IT IS HIS DAY OFF.

My response: "Oh my goodness. You don’t have to do this today. Just wait until you get back to work. I am not in a hurry."

Dave's response: "Too late, I love my job and my awesome customers. This is my only ministry and I take it very seriously. ;-)"

Dave spent 1 hour and 20 minutes helping me on his day off. No one in their right mind would expect this from him. I appreciate it, and Logos is lucky to have someone so dedicated to the company and its customers.

P.S. He gave me a discount on the things I needed (which isn't always the case, as some things can't be discounted [Zondervan!!]), and I made the purchase!

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Comments

KJ Niblett

That's we us customers also love Logos!

Great staff that are passionate rub of on the customers

Joseph Turner

https://community.logos.com/discussion/comment/500497#Comment_500497

And let me be clear, I have never had a bad experience; all reps have been great, but this experience stood out as exceptional.

Unix

https://community.logos.com/discussion/comment/500497#Comment_500497

Yes, Dave is really good, for example he is good at reading emails, not to mention other things. Luckily he was the first rep I got in touch with!

I've had only one bad rep, so I changed. That was sometime in the winter 2013. It was none of the ones through whom I've made purchases.

From the latest ones, the one I used in the end of May 2013 was really good, he cut me a phone deal on the LSJ since he saw that (I had been buying a lot) or had been a customer for quite a while <-- what he said was the reason:

all reps have been great,

I think it has been exiting to call customer service! Right now it's not cheap for me to call, but it usually is.

Nowadays I'm not buying at the same pace anymore, however. Creating a budget and cancelling orders

Eric Weiss

https://community.logos.com/discussion/comment/500503#Comment_500503

I've been a lifetime (well, as long as I've been a Logos user) Dave Kaplan customer (who guided my decision for my first purchase), and agree with everything said here.

On the couple occasions I dealt with other salespersons because Dave was not working that day or was on vacation, I got excellent service as well.

I only wish Bellingham were closer to Des Moines/Seattle, WA (where I travel to a couple times a year), so I could meet the Logos folks and take Dave out for lunch or dinner, but I never have time for a 2-hour side trip.

Lynden O. Williams

https://community.logos.com/discussion/comment/500512#Comment_500512

I only wish Bellingham were closer to Des Moines/Seattle, WA (where I travel to a couple times a year), so I could meet the Logos folks and take Dave out for lunch or dinner, but I never have time for a 2-hour side trip.

Dave is a great guy. One day I will charter a Cruise ship or plane and bring the entire Logos staff to the Bahamas. I asked Bob P., but he is taking too long. [:)]

Edwin Bowden

Dave Kaplan has been my outstanding rep as well!

For those who haven't had the pleasure of working with Dave:

http://blog.logos.com/archives/2007/12/meet_dave_kaplan.html

JPH

https://community.logos.com/discussion/comment/500518#Comment_500518

Dave's the best [Y]

Lawrence Young

https://community.logos.com/discussion/comment/500535#Comment_500535

Dave is the man. Thanks for all you do. [Y]

Bruce Dunning

https://community.logos.com/discussion/comment/500537#Comment_500537

I don't know Dave but this is a great story of the kind of people that work at Logos.

Devin Chaulk

https://community.logos.com/discussion/comment/500542#Comment_500542

Dave Kaplan is a favorite of many Logos customers - and for good reason. Before I started working for the company, Dave had been a great help to me squeezing books into my pastoral expense budget. And now that I work for Logos, and have met him, I can verify that he really is a great guy who cares about his customers. I've sat in his office and listened to him talk with some of his many "repeat customers." Pure gold!

Dave Kaplan, I salute you!

Edwin Bowden

https://community.logos.com/discussion/comment/500550#Comment_500550

We really should be keeping this quiet. Now everyone will want Dave to be their rep. He won't get any rest and will be hard to reach. [:)]

Mike Childs

I, too, have been very impressed with Logos' great personal service - from the President of the Company right down to the great sales reps. I think that Bob and the company leadership have created a customer oriented company atmosphere that emphasizes great customer service. It seems to be the norm at Logos.

Ron Barry

https://community.logos.com/discussion/comment/500560#Comment_500560

Dave is the only rep I go through...he has been a blessing to so many folks, and is a joy to talk to on the phone...he never rushes you, and sets the highest bar for customer service.

Unix

https://community.logos.com/discussion/comment/500560#Comment_500560

It sure is! They treat well both returning customers (perhaps new customers too?) and those who have bought a lot!:

It seems to be the norm at Logos.

Dan Cleghorn

Dave has always been a great help. I have been with Logos since 1.6 days, when it was on floppies, and the few times I have had to call Logos I try to get Dave. Not only is he helpful, he's a funny guy.

SteveF

https://community.logos.com/discussion/comment/500782#Comment_500782

Dave has always been a great help

[:)]

Don Randolph

https://community.logos.com/discussion/comment/500804#Comment_500804

Too bad corporate didn't take these words to heart.

Mark

https://community.logos.com/discussion/comment/850472#Comment_850472

A lot of us miss Dave Kaplan

Matt Hamrick

https://community.logos.com/discussion/comment/850495#Comment_850495

I sure miss Dave as well.

Matthew C Jones

https://community.logos.com/discussion/comment/850497#Comment_850497

[:(]

Nathan Parker

Dave was truly a wonderful sales rep and a fine brother in the Lord. How I miss him!

Everett Headley

https://community.logos.com/discussion/comment/850517#Comment_850517

I don't pretend to know much or anything about the inner workings of Logos and Faithlife, but I cannot fathom a reason that Bob or his representatives ever thought it was a good idea to let Dave go. I consider him a friend as well as my sales rep. I have spoken with several (going on 8 now) sales reps and no one has even come close to the friendly, knowledgeable and affable qualities Dave had. Logos has missed out on many of my dollars because the reps they now have do not have the knowledge needed to help me.

Bring back Dave! (can we make this a uservoice issue?)

abondservant

I couldn't help but to post this. I hope it is ok.

I sent Dave Kaplan an email at 3:32 pm on Tuesday asking for prices on some resources, and he responded at 3:41 with some questions, and we emailed back and forth for a while. After some time, we were having some issues with a product because dynamic pricing was not calculating my discount. Dave mentioned in passing that it was taking him longer than usual to research the issue because IT IS HIS DAY OFF.

My response: "Oh my goodness. You don’t have to do this today. Just wait until you get back to work. I am not in a hurry."

Dave's response: "Too late, I love my job and my awesome customers. This is my only ministry and I take it very seriously. ;-)"

Dave spent 1 hour and 20 minutes helping me on his day off. No one in their right mind would expect this from him. I appreciate it, and Logos is lucky to have someone so dedicated to the company and its customers.

P.S. He gave me a discount on the things I needed (which isn't always the case, as some things can't be discounted [Zondervan!!]), and I made the purchase!

That was my experience with Rusty Davidson also...

Meanwhile its been 10 or so days since I emailed sales@logos.com.

I'm no longer interested in the purchase I would have whole heartedly made a week and a half ago.

Jerry Smith

https://community.logos.com/discussion/comment/850598#Comment_850598

Bring back Dave!

I heartily concur! Customer Service has slipped for me since my go-to contact, Dave Kaplan, has departed. Definitely missed!

Dan Cleghorn

https://community.logos.com/discussion/comment/850598#Comment_850598

I agree. Dave was great!

Don Randolph

Have been trying to get in touch with Dave for the last week. All the Internet searches come up with "Dave Kaplan"s, but conflicting information and no listing of Faithlife as a place worked or Washington as a place lived. Needless to say, his telephone is answered by another rep and his e-mail simply generates a "cannot go through" error message. If he intended to disappear, prayers and best wishes for his new life. If not, I hope someone has the decency to forward messages to him.

Each upgrade that passes I find the Bible software I purchased in 2004 becoming less and less attractive and incredibly more expensive (I would say "unreasonably", but I am certain that would only cause a backlash of rationalization which is not what I came here for). My first year of seminary, I told everyone to get Logos Bible Software; now I warn them about the cost. I never would have believed I would spend $15,000.00 in just over a decade. (No, I don't have the Diamond, Portfolio or Collector's Edition). Combine this with "losing" some of your best people and it will catch up with you. Not commenting on the "reasons" people were let go, just that perhaps if some decisions prior to that had been better made, it may not have need happen.

If anyone has a way to contact Dave, please either post it or send me a PM. Thank you in advance.

Don

Nathan Parker

https://community.logos.com/discussion/comment/853409#Comment_853409

Anyone that wants to get in contact with Dave, email me here:

http://www.mallardcomputer.com/wp/about/executives/nathanparker/

I can get you in touch with him.

Even though I've still spent plenty of money with Logos after Dave was gone, I would have spent more money with Dave as my rep. Dave always just processed my orders no questions asked and trusted my judgment on any orders I've placed. Other reps have sometimes questioned my need for certain items and talked me out of a few things. :-)

He is a true brother in the Lord, and I am thankful for the opportunity to have worked with him. He is working on new adventures in his life, and I told him I look forward to seeing how the Lord is using him in his new adventures, although I still painfully miss him at Logos too.

abondservant

https://community.logos.com/discussion/comment/853429#Comment_853429

After leaving that post a few days ago, I've gotten two phone calls and an email apologizing for dropping the ball.

Thanks Brian!

Greg Corbin

https://community.logos.com/discussion/comment/853444#Comment_853444

I too used Dave Kaplan. He was outstanding. My experience over the last year has been that I like the Logos product better and better - Logos 7, LogosNow, etc. However, customer service is now incredibly non-responsive and lacking. You cannot even depend on a reply to emails - which I absolutely do not understand in today's world. Personally, I wish they would just move to strictly internet/website pricing with no "call for a deal" or extra discounts direct from sales people. Just put the prices out there and let people buy or not. Have a few customer service reps on hand to help people with payment plans, problems, etc.

Dan Pritchett

https://community.logos.com/discussion/comment/853551#Comment_853551

customer service is now incredibly non-responsive and lacking. You cannot even depend on a reply to emails

Greg, I am sorry to hear this, and I apologize for letting you down.

We pride ourselves on outstanding customer service, and rapid response times. We keep a record of all emails in and out, so I would like to look into this for you and make sure we discover where we let you down, take care of you, and repair any failure in our process.

Please forward any examples of our failure to respond so I can get to the bottom of this.

Thank you,

-Dan

dan@logos.com

P.S. Dave Kaplan came by the office yesterday. After hanging out with old co-workers for a while, he and I took off and spent the afternoon and evening together. He misses everyone here, in the office and all across the world, but needs all his focus and energy on his new career—which is taking off right now.

abondservant

https://community.logos.com/discussion/comment/853557#Comment_853557

Mine was resolved to my satisfaction. Are you wanting it as well?

mab

https://community.logos.com/discussion/comment/853557#Comment_853557

I'm delighted Dave is doing well. [Y]

Edwin Bowden

https://community.logos.com/discussion/comment/853557#Comment_853557

Dave Kaplan came by the office yesterday. After hanging out with old co-workers for a while, he and I took off and spent the afternoon and evening together. He misses everyone here, in the office and all across the world, but needs all his focus and energy on his new career—which is taking off right now.

Thanks for the update on Dave. Glad to hear that things are going well for him.

Cynthia in Florida

https://community.logos.com/discussion/comment/853557#Comment_853557

customer service is now incredibly non-responsive and lacking. You cannot even depend on a reply to emails

Greg, I am sorry to hear this, and I apologize for letting you down.

We pride ourselves on outstanding customer service, and rapid response times. We keep a record of all emails in and out, so I would like to look into this for you and make sure we discover where we let you down, take care of you, and repair any failure in our process.

Please forward any examples of our failure to respond so I can get to the bottom of this.

Thank you,

-Dan

dan@logos.com

P.S. Dave Kaplan came by the office yesterday. After hanging out with old co-workers for a while, he and I took off and spent the afternoon and evening together. He misses everyone here, in the office and all across the world, but needs all his focus and energy on his new career—which is taking off right now.

Not to jump on the ban wagon, and I really try to not complain...but I don't even bother emailing CS any more. If I can't get the answer here, I call, simply because I have emailed a couple of times (which is my preference over calls) and have NEVER received an email back. No lie. Check and see. I'll privately send you my email address, and if you do keep records you'll see that even just two months ago I emailed and never got a response. After waiting a week, I called.

Armin

https://community.logos.com/discussion/comment/853557#Comment_853557

Greg, I am sorry to hear this, and I apologize for letting you down.

We pride ourselves on outstanding customer service, and rapid response times. We keep a record of all emails in and out, so I would like to look into this for you and make sure we discover where we let you down, take care of you, and repair any failure in our process.

Please forward any examples of our failure to respond so I can get to the bottom of this.

Thank you,

-Dan

Hi Dan,

I am also one of those who hasn't received a reply. Since I live at the other end of the world, I pretty much rely on e-mailing customer support. I forwarded my unanswered e-mail to you. Thanks for your help.

Armin

Ben Bush

https://community.logos.com/discussion/comment/853674#Comment_853674

I miss Dave as well. Good man, rep and friend. I was impressed with Todd Cullop following Dave and Todd's responsiveness. Looking forward to working with John Groce going forward, now that Todd's moved on. Situations change for companies and employees in today's world faster than ever before. I understand that, so no black hats for Logos, Todd or Dave. Though some would have a few to pass around, I'm not one of them.

Logos's CS email is OK. But Logos's CS over the phone is lights out. I've never been disappointed when I needed help. Rep would take as long as necessary or connect me with whoever was needed to fix whatever issues over the years.

No company's perfect but I've been using Logos since the turn of the century (heh). It's been an investment now approaching mid-five figures that I haven't regretted. (Part of the reason why I drive a 2005 Hyundai!) Logos is quite simply the best all-around Bible software in the world. (And yes, I've had BibleWorks since seminary in the early 90s and also have Accordance. Both are excellent in their own right but do not serve me nearly as well as Logos.)

Both Logos and Dave have been great blessings to me and His kingdom. Grateful for them both.

GaoLu

https://community.logos.com/discussion/comment/853774#Comment_853774

Just for the record, I live on the other side of the world and rely on Email (but do so rarely) and I have received good customer service. Recently, I waited maybe a day or two, But I am pleased and have been treated well. I understand this may not be case for everyone, but my experience has been good.

Deacon Steve

https://community.logos.com/discussion/comment/853557#Comment_853557

P.S. Dave Kaplan came by the office yesterday. After hanging out with old co-workers for a while, he and I took off and spent the afternoon and evening together. He misses everyone here, in the office and all across the world, but needs all his focus and energy on his new career—which is taking off right now.

Nice update .... but ... why was it Dave left? I mean, if his career is taking off it seems very confusing that he is not helping out any more.

???

Don Randolph

https://community.logos.com/discussion/comment/853799#Comment_853799

+Steve I think Dan means his (Dave's) career (with another company) is taking off. I am still waiting to hear from Dave so don't know for sure, but I think that is what he meant.

BTW: I don't think Dan really wants to answer your first question about why Dave left.

David Paul

https://community.logos.com/discussion/comment/853799#Comment_853799

My eyes are getting damp just thinking about Dave. I don't think I've ever missed anyone I've never met as much as him. He was a joy. I've talked to 2-3 reps since, and none of them have impressed me. I haven't spent much $ at all since he left...first time since L2 that I haven't upgraded. The thrill is gone...

Deacon Steve

https://community.logos.com/discussion/comment/853817#Comment_853817

BTW: I don't think Dan really wants to answer your first question about why Dave left.

Of course, Don. Thanks. That is the whole point.

Dan?

Yasmin Stephen

https://community.logos.com/discussion/comment/853799#Comment_853799

Nice update .... but ... why was it Dave left? I mean, if his career is taking off it seems very confusing that he is not helping out any more.

???

I'm confused by both of your questions. I would think the reason for Dave's leaving would be confidential, unless he chose to visit the forums and share it himself. Also, what do you mean by 'not helping out any more'? If he's no longer working with Faithlife, why should he be expected to 'help out'?

Don

https://community.logos.com/discussion/comment/853656#Comment_853656

Cynthia,

I am very sorry you did not get a reply to your email. I am currently investigating this with our team. I sent you an email asking for additional information.

If anyone else has missed a reply from us free to contact me directly at deverett@faithlife.com

DAL

https://community.logos.com/discussion/comment/853774#Comment_853774

Going by what many are saying, it seems like Dave Kaplan just treated you guys as customers to make a living, but didn't really have in mind to have an intimate, close, personal, BFF, buddy relationship with none of you guys. How many of you guys are "still waiting to hear from him." Face it, wish him well, but it's time to move on.

Personally, he was only good once, the other 2 times he was probably grouchy and in a bad mood (lit. cut me off once), so I tried to avoid him as much as I could. The real nice rep that I used to do business with all the time was Jim-Ray H. Now he was always nice, even if his day wasn't going well. Besides, he was always natural, he never sounded "robotic" like the new sales reps Logos has now. It seems they're always following a script of some sort. Anyway, great guy (Jim-Ray), but hey, like I said, life goes on. Now for upgrades and sale items I just shop directly online. Unless I try to see if something can be cheaper by calling a sales rep, I really don't call anymore. My usual sales rep is Maggie Segar, but don't call her as often anymore, since, like I said, I just buy directly from the website.

So, what new career is this, that is so top secrete? And those who are still waiting to "hear from Dave" word of advice --- don't hold your breath! ;-) Unless you were/are a real close friend or a relative, the chances of you "chit chatting" with him again, are very slim. I wish him well, though, and not only wish him well, but I wish well to the others that got laid off too.

DAL

https://community.logos.com/discussion/comment/853820#Comment_853820

Nice update .... but ... why was it Dave left? I mean, if his career is taking off it seems very confusing that he is not helping out any more.

???

I'm confused by both of your questions. I would think the reason for Dave's leaving would be confidential, unless he chose to visit the forums and share it himself. Also, what do you mean by 'not helping out any more'? If he's no longer working with Faithlife, why should he be expected to 'help out'?

Don't worry Yasmin, he's just confused...LOL...and confused you in the process. I read the questions and I was like..."say whaaaat?" LOL

DAL

https://community.logos.com/discussion/comment/853818#Comment_853818

My eyes are getting damp just thinking about Dave. I don't think I've ever missed anyone I've never met as much as him. He was a joy. I've talked to 2-3 reps since, and none of them have impressed me. I haven't spent much $ at all since he left...first time since L2 that I haven't upgraded. The thrill is gone...

Oh stop it! [:'(] LOL I guess he hasn't kept in touch with you either. So he's not worth your tears...LOL...look at it from the bright side: You ARE saving money now...LOL

DAL

Don Randolph

https://community.logos.com/discussion/comment/853819#Comment_853819

+Steve Obviously you didn't get mine. I don't think Dan wishes to answer that question as I am sure he has taken a fair amount of grief over it already. He may have been involved, but is hardly the reason Dave left in its entirety. Therefore, he may not want to answer in a public forum and we owe him that with all the rest of the comments being made. No one likes the course Logos Faithlife is taking, but Dan is but one cog in the machine.

Cynthia in Florida

https://community.logos.com/discussion/comment/853822#Comment_853822

Cynthia,

I am very sorry you did not get a reply to your email. I am currently investigating this with our team. I sent you an email asking for additional information.

If anyone else has missed a reply from us free to contact me directly at deverett@faithlife.com

Wow! Thanks. I'm doing a little research for you and will email you directly. (My problem lies with your first question...I have five email addresses! LOL )

Dan Pritchett

https://community.logos.com/discussion/comment/853819#Comment_853819

Of course, Don. Thanks. That is the whole point.

Dan?

Steve,

While we are unable to discuss confidential employment data in a public forum, I did call Dave just now and asked him what he would like to share with all of you.

Here's what he asked me to share.

First off, Dave is a real estate agent now, and he made sure I'd tell everyone that he wants you to come to Whatcom County and buy or list a house with him. (I went to his first ever open house, and was impressed to learn he sold his first listing in less than 36 hours from putting it up!)

Moving to a new career comes with a lot of emotions, and Dave has been grateful for the prayers and encouragement from so many of the friends he made while he was here. Right now, while he is learning and adjusting to an entirely new way of life, he would appreciate a break from being contacted regarding Logos issues.

Perhaps as a testament to his passionate fan base, believe it or not, he still has former customers calling his cell phone at all hours, asking him for advice on building their libraries, or how to pick his replacement. While it is flattering, you can imagine the distraction, demand on his personal time, and mixed emotions this could involve.

So here's the part I am throwing in that Dave doesn't know about...

Dave is working around the clock to get his real estate career off the ground, and that means a ton of gas, and a lot of fast food.

If you are led to bless Dave with a small gesture of appreciation, for him just being good ole' Dave, please consider sending a gift card to his new office:

David Kaplan
Weichert Realtors
2900 Meridian St
Bellingham, WA 98225

Here are some of his favorites locally.

https://community.logos.com/discussion/comment/853842#Comment_853842

Dan: I didn't know the guy, but it sounds as if he will likewise do well in Real Estate, especially if he has such a dynamic personality.

I LOVE your gift card idea!