Slightly frustrated with Customer Service

I saw on the this forum thread that this resource, "Understanding Four Views on Baptism", was available for free.

https://community.logos.com/forums/t/105330.aspx

Even though I purchased this resource April 6th, I called Logos to see if I could return it or get a credit towards a future purchase, but unfortunately I was denied. I know that it's over the 30 day return policy, so they are not required to do anything. However, given the fact that I have well over 11000 resources, it's obvious that I've have spent quite a bit on my library over the years, so I was hoping for a different outcome. Usually my experience with customer service is rarely short of exceptional and the person I talked to was polite, but I got the impression that since I was over the 30 days, there was nothing they could do. I was just hoping that my years and loyalty as a customer would be taken into consideration. I guess to be fair, I didn't go into detail or refer the customer service individual to this forum page, I just asked if I could get a refund or credit because this resource was being offered for free. However, I was given the offer to listen to other deals and specials, which I declined.

This isn't going to change my overall opinion of Logos and I still probably will get the Hermeneia and Continental Commentaries while they are on sale, I'm just slightly frustrated.

I just needed to vent.

Thanks.

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Comments

GaoLu

I understand your frustration. I might feel a little bit the same way. And yet, fair is fair. Think how many good deals you have gotten. Think of all the free books. Thousands of dollars worth if you are like me. So ifair is fair. You thought it was fair when you bought the book.

Dan Francis

This isn't going to change my overall opinion of Logos and I still probably will get the Hermeneia and Continental Commentaries while they are on sale, I'm just slightly frustrated.

Well worth it.... as for your frustration, if you email Bob explaining the situation. He might extend you the courtesy of the return of the unexpected buy. It is fully understandable that the 30 day policy is being strictly enforced by customer service, but Bob has gone on to extend a refund of a package much later than the 30 days since he really doesn't want unhappy customers.

-Dan

MJ. Smith

https://community.logos.com/discussion/comment/728952#Comment_728952

I have noticed that customer service has more leeway on items where Logos does not have to pay a fee to the publisher.

Bruce Dunning

https://community.logos.com/discussion/comment/728955#Comment_728955

I have noticed that customer service has more leeway on items where Logos dors not have to pay a fee to the publisher.

That is understandable.

Ronald Quick

https://community.logos.com/discussion/comment/728990#Comment_728990

Thanks for all the replies. I also understand that Logos may have more flexibility with some resources than others.

Erik

I saw on the this forum thread that this resource, "Understanding Four Views on Baptism", was available for free.

https://community.logos.com/forums/t/105330.aspx

Even though I purchased this resource April 6th, I called Logos to see if I could return it or get a credit towards a future purchase, but unfortunately I was denied. I know that it's over the 30 day return policy, so they are not required to do anything. However, given the fact that I have well over 11000 resources, it's obvious that I've have spent quite a bit on my library over the years, so I was hoping for a different outcome. Usually my experience with customer service is rarely short of exceptional and the person I talked to was polite, but I got the impression that since I was over the 30 days, there was nothing they could do. I was just hoping that my years and loyalty as a customer would be taken into consideration. I guess to be fair, I didn't go into detail or refer the customer service individual to this forum page, I just asked if I could get a refund or credit because this resource was being offered for free. However, I was given the offer to listen to other deals and specials, which I declined.

This isn't going to change my overall opinion of Logos and I still probably will get the Hermeneia and Continental Commentaries while they are on sale, I'm just slightly frustrated.

I just needed to vent.

Thanks.

Hello Ronald, although I appreciate your frustration, I would guess that this very scenario has happened to most folks on this forum. I can't even begin to count the number of times a title went on sale for much better price than I paid for it originally. Having spent enough in Logos to buy a decent automobile, I am mentally prepared to deal with the periodic "I could have bought a better TV" moment.

Even given your obvious dedication to Logos, I think it's unfair to have expected a different result. Purely from a revenue recognition perspective, I would expect that Logos' hands are pretty much tied in this regard. All companies must have hard and fast return policies so that the business is able to recognize revenue with a high degree of certainty. If Faithlife starts refunding money outside of the stated 30 day return window, it leads to revenue uncertainly that Faithlife's auditors would certainly pounce on. Uncertainty is bad juju financially for a company and forces deferment of revenue recognition.

mab

https://community.logos.com/discussion/comment/729036#Comment_729036

It's almost certain that after you buy almost anything, you'll find it for less. Or a new model or edition, or something that just looks more tantalizing. We've been hammered into feeling left out rather than opened into contentment for all of God's great blessings.

Ann Hudson

I just needed to vent.

[N] Why? Most other's 'take it on the nose'.

If Faithlife starts refunding money outside of the stated 30 day return window, it leads to revenue uncertainly that Faithlife's auditors would certainly pounce on. Uncertainty is bad juju financially for a company and forces deferment of revenue recognition.

[Y] Well said!

Floyd Johnson

https://community.logos.com/discussion/comment/729420#Comment_729420

I just needed to vent.

Why? Most other's 'take it on the nose'.

Why not? Venting is healthy. Stuffing it is not.

MJ. Smith

https://community.logos.com/discussion/comment/729442#Comment_729442

Why not? Venting is healthy. Stuffing it is not.

One can vent without inflicting it on others which is even healthier. [:P]

Mike Childs

I saw on the this forum thread that this resource, "Understanding Four Views on Baptism", was available for free.

https://community.logos.com/forums/t/105330.aspx

Even though I purchased this resource April 6th, I called Logos to see if I could return it or get a credit towards a future purchase, but unfortunately I was denied. I know that it's over the 30 day return policy, so they are not required to do anything. However, given the fact that I have well over 11000 resources, it's obvious that I've have spent quite a bit on my library over the years, so I was hoping for a different outcome. Usually my experience with customer service is rarely short of exceptional and the person I talked to was polite, but I got the impression that since I was over the 30 days, there was nothing they could do. I was just hoping that my years and loyalty as a customer would be taken into consideration. I guess to be fair, I didn't go into detail or refer the customer service individual to this forum page, I just asked if I could get a refund or credit because this resource was being offered for free. However, I was given the offer to listen to other deals and specials, which I declined.

This isn't going to change my overall opinion of Logos and I still probably will get the Hermeneia and Continental Commentaries while they are on sale, I'm just slightly frustrated.

I just needed to vent.

Thanks.

I would probably feel the same way, and I would be wrong. If every time Logos gives away a book, they must refund everyone who bought it recently, they probably would have to stop giving away books.

(‾◡◝)

Sim to Mt 20.1-16?