Disappointing Customer Service for the 3rd Time in 1 Week

Three strikes and you're out!

For the 3rd time the customer service at Logos/Faithlife has been very subpar. I used to say that the higher cost of Logos resources was worth the cost because of their quality and the great customer service. After this week I will never say the latter again.

Email mixups are forgivable.

Then I called CS about a problem and was treated rudely and then was put on hold for an extremely long time compared to past experiences.

Then I sold a couple of resources, got payment and called to do a transfer. The CS rep sent me an email outlining what I needed in the email. I sent the information they needed. Double checked it. I didn't get a reply. So 6 hours later I sent another request to see if it was taken care of. They replied saying it was not because I didn't send the info needed. I checked a third time and it had exactly what they requested. But I sent it again. Why didn't they reply earlier saying this? Why did I have to contact CS again to get the info that I didn't send the right info? Even if that was true they should have contacted me right away saying exactly what was missing instead of a cryptic message as follows:

Hello Kevin,

Thank you for replying. The requirements of the previous email have not been met and the license transfer has not been submitted. Please follow the instructions in the previous email to initiate the license transfer.

Sincerely,

He should have told me what was missing.

I think they've cut staff to the point where their CS reps are so overworked they don't have time to give the kind of CS they used to give. It seems Logos is becoming just another company.

By the way, I also used to love that I could contact top level leadership and get responses from them. Yes that's very unusual, but it's what made Logos special. I did after the 1st two above and have heard nothing.

Sorry for rant. Now let the flame wars begin.

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Comments

DAL

I did a transfer recently and Stephanie was great as always!

The only glitch thus far with Logos is that they keep recommending a product I already bought the first time they recommended it - I just delete the emails, but maybe they need to know there's a glitch somewhere

Friedrich

Sorry for rant

Didn't really sound like a rant. just a frustrating experience. I haven't worked with CS in a while, so i don't have anything to compare. However I had some underwhelming experience with another department--people not returning emails, the-customer-is-wrong kind of responses, etc. I just quit working with that department, although one of them did request that I call to work things out. I thought I would but just concluded I tired of it all and didn't call. Still love Logos, but I would agree that some of the personnel changes have affected things. Which is to be expected, and I feel bad for them (what they are feeling as a work community) even as I feel annoyed as a customer.

Stephen Steele

https://community.logos.com/discussion/comment/819997#Comment_819997

I sent a refund request 10 days ago - got an automated email saying they usually reply within 24-48 hours, but have heard nothing. Usually replies are very quick.

Tommy Miller

https://community.logos.com/discussion/comment/820036#Comment_820036

Likewise, I sent an email request to refund a purchase I was not impressed with. The email was never answered. I found it (after the 30 day refund window) and called CS. I was put through to accounting, and they requested that I resend the email (which had the date stamp to prove my earlier submission). After checking with her supervisor, accounting did finally issue the refund, but only after I called back in to push the issue, and only after I gave them a "reason" for the return.

I was informed that they have changed their refund policy. Even though they still have a 30 day "no questions asked" policy, you now have to give the reason for the return.

It is unfortunate that Faithlife today is not what Logos used to be. I think the name change was a turning point. Logos (sorry, Faithlife) has outgrown the qualities that once made them great.

Dave Thawley

https://community.logos.com/discussion/comment/820447#Comment_820447

I've sent 3 e-mails in a week about different things. - they answered one of them. I was feeling hard done to but now I feel privileged :-)