I sent an email to Logos CS on the 12th and I still haven't received an email back. How long does it take for a customer service rep to get back to me via email?
I have found that email is the worst form of communications with Logos, unless you have someone who is expecting your email. If your question is tech related (rather than orders /account issues) Your best bet is to use the forums for simple or common things, and to call for complex things.
Before the 6 Launch when things were relatively quiet I would normally get a reply same day. Now... You might want to call. Things seem to be chaotic for them.
Wow you guys are quick. Quicker than the Logos customer service email [:D]
Update got the email. Guess they are very busy with the new Logos 6 stuff.
Going on 5 days here since most recent initial contact, 2.5 days since auto-reply. But I am pa...........tient. I like good deals, and no doubt they are excruciatingly busy just now.
Got my question answered. Two thumbs up to their customer service. God bless them despite them being busy which is understandable. I can imagine that they're swamped with all sorts of emails and phone calls. Don't envy them a bit lol.
Gao Lu you may want to contact them again... five days is pretty slow. I seem to remember you're no in the US at the moment, skyping their customer service line may be a good, and affordable alternative.
I sent them an e-mail on October 30 about an issue I was having. I got an immediate automatic response stating, "Thank you for contacting Logos Bible Software. Our goal is to provide you with the very best support possible. We will respond to your e-mail as quickly as we can, normally in 24 to 48 hours.... It's now November 14 and still waiting. I agree with Alabama24 - it's the worst form of communications with Logos. Sounds good, but....
I got an immediate automatic response stating, "Thank you for contacting Logos Bible Software. Our goal is to provide you with the very best support possible. We will respond to your e-mail as quickly as we can, normally in 24 to 48 hours
I got the same automatic email. So it was my great surprise to get a support response the following morning. Way above my expectations. Good job, Faithlife (Todd)!
Two thumbs up to their customer service.
[Y][Y]
I am still waiting--since the 9th (7 days?). And a couple follow-up emails. Maybe today, but now its the weekend.
Back in the day before email, the right thing to do was to call back within a business day. Auto reply email is ok, but only if someone responds within a business day or two unless the email response indicates otherwise and hopefully gives the person another potential source of resolution.
You can busy like crazy, as Logos surely is now, but that's really no excuse to leave a customer hanging. Followup with your original email forwarded to deverett@logos.com.and just add that you haven't heard back.
I've found that within the last month replies have been disappointingly tardy. Because of that, I have resorted to the chat, now that has been somewhat slow as well, but I wonder if the slowness is not so much with them as it is with me/us. I'll speak for myself and this may include you as well, but I'm I too accustomed to having it now and I mean now.
When a customer calls our answering service or emails us I do everything in my power to return that call ASAP. We live in a social media mind-set that what we want to find we can within minutes on our devices.
So I have to tell myself, chill out, relax and take a breath. My wife will be the first to tell you that one of my glass house problems is, impatience. Is that a guy thing? Maybe, maybe not.
So I guess what I'm saying is chill, do I/we really think that they are ignoring our calls or emails for what reason? Our calls, emails and chats are not only revenue for Faithlife, but profit for those who SERVE us.
My two cents for whatever it's worth....
mm.
That kind of cents mainly has value only in Canada.
Oh I'm an impatient person myself.
Ah, but it transcends all international borders. However, we have relegated the penny to the way of the dodo bird as they are not minted any longer.
We now have something called, "penny rounding" which means, if my bill is $12.33 I will have to pay $12.35. On the other hand, if my bill is $12.32 I will only have to pay $12.30. They (gov.) says 'it will all work out in the end'.
Reason for no more pennies? Most were not being used (????) and the Canadian Mint would save tons of cash not minting them.
So what I'm saying is in a few years or so, that kind of Canadian cents/sense will no longer be available to share internationally.
All work out in the end?! Quelle horreur!! This would send my OCD into overdrive [:D]
LOL. I'm OCD without the D. I don't consider my compulsiveness a disorder. I consider it a trait that really helps me dot every 'i' and cross every 't'. Really helps in invoicing my customers too. That way I know for sure I'm getting every penny that is coming my way. By the way, I don't round up or down in my invoicing. Most customers pay by cheque.
An aside here. I think those who have either OCD or a mild case thereof, read and re-read and maybe thrice times, there posts and replies to posts. Just a thought. I could be mistaken.
We now have something called, "penny rounding" which means, if my bill is $12.33 I will have to pay $12.35. On the other hand, if my bill is $12.32 I will only have to pay $12.30. They (gov.) says 'it will all work out in the end'. All work out in the end?! Quelle horreur!! This would send my OCD into overdrive
All work out in the end?! Quelle horreur!! This would send my OCD into overdrive
LOL. I'm OCD without the D. I don't consider my compulsiveness a disorder.
Same here (though my family and friends would probably beg to differ, haha!). After 10+ years of marriage, it's a lot better (or more suppressed? [^o)]); going behind my husband's back countless times to refold the towels the correct way (among other things) got very frustrating very quick [:P]
I do that. All the time [:$] Sometimes I spend so much time ensuring everything is in order, I find that someone else has replied with what I wanted to say. Or worse, I post and realize I still spelled something wrong or left something out *headdesk*
To get back on topic, I haven't had much opportunity to contact CS et al, just my sales rep but she's been reasonably prompt in replying to my emails, all mostly within the same day. I'm now four hours ahead of Faithlife's local time, so I find she is still very much at work when I arrive home from work, which works out quite neat for response times.
Try having Religious OCD. Very bad thing to have especially when one has faith and it effects ones faith.
But that's for another discussion though.
Interesting. Want to comment? or is this not the place?
Try having Religious OCD. Very bad thing to have especially when one has faith and it effects ones faith. But that's for another discussion though.
I'm still puzzling over the wrong way to fold a towel.
I luck out there. My wife's seen how I attempt to do that and now she does them. However, I do look at them AFTER she has folded them just to make sure they're done 'properly.' As they say What goes on in the forums stays with in the forums.'
Thinking of this OCD way we're going I thought of some of my OCD's. I'm in my study/office right now. I'm doing a mild stretch workout. I have book cases that line the walls.
My OCD when it comes to arranging books in each case is this. Looking a case all my books are lined from tallest to shortest. From left to right. So essentially it's like an angle from one side to the other.
If I walk past or look at a case with a book 'out of place' in the alignment I'll for sure make sure it goes back to the proper place.
Just one of my several quirks. But those cases sure look purdy.
Now, where I have heard this before? [:D]
I luck out there. My wife's seen how I attempt to do that and now she does them.
Smart woman; such an attitude is sometimes very beneficial to one's sanity ... I know what I'm talking about [:P]
Here is a better description of it. It's also called Scrupulosity:
http://www.steveseay.com/scrupulosity/
