Majorly Disappointed with LOGOS
About a year ago, as Presiding Bishop of a national network of churches, I allowed LOGOS to come and present to our pastors about the software, and I personally purchased the Diamond version of LOGOS 6 and downloaded it onto my laptop and desktop. I spent hours watching training videos and have sat many times since last October to use the software, very excited; however, I never found anything near what was advertised. The experience just wasn't what was demonstrated at our conference. However, I chocked it up to the software just being so robust and assumed I just had to use it more to access all of these layers of resources and benefits.
Tonight, I logged into my account online to check my balance and could not find an order history or a payment plan. Consequently, I called the 800 number listed and serendipitously discovered that the LOGOS agent who set up my account October 26, 2015 created the account as "bishopphardin@..." rather than the correct "bishophardin@..." As a result, the $3000 worth of books I have already paid $1,400 for have never been attached to my downloaded software. The onus is clearly and entirely on LOGOS; however, the representative tonight said that "if you had called when you noticed something unusual, we could have fixed it before now." When I calmly explained to him that "unusual" would indicate an ability to compare my experience to something, which, as a brand new LOGOS user, I didn't have the luxury of having, I basically got an "oh well" response. No consolation was offered other than the obvious commitment to fix this two days from now -- long after tomorrow's preaching responsibilities, which would be greatly aided by having access to the $3,000 library I have faithfully paid for since last October.
He asked me what consolation would make sense, and I told him that an upgrade to version 7 seemed to make sense. He said that no one in the company had the power to make that happen. My mind imagined an entire company of people powerless to take responsibility and appropriate, consoling action in the face of an obvious error -- from the switchboard operators all the way to the executives in the boardroom -- all powerless. Wow...
To have been essentially blamed for the faulty account setup on the part of LOGOS and to have my disappointment rebuffed and to be further delayed with the resolution -- all of this collectively constitutes the utter antithesis of customer service, taking ownership of a grievous fault, and reaping major money for goods not rendered. To say I am disappointed with LOGOS would be an understatement.
Bishop Paul A. Hardin
Dominion Church International
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Bishop email bob@logos.com. The Customer service you received was unacceptable and as CEO he will be the person who does have the power to sort this out.
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Disciple of Christ, many, many thanks. I will do just that.
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Paul, that should not have been. You may also want to message a message to vice president Phil Gons (phil@faithlife.com).
Hope you get some satisfaction. Yes, I feel sure that Bob or Phil could do what you proposed.
Pastor, Cornerstone Baptist Church, Clinton, SC
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Just FYI, I've already responded directly.
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Mr. Hardin, I noticed (curiously browsing your church website), that you are on Dallas street in Houston. I am in Lake Jackson and am pretty proficient in the software. If you wanted to ever meet in Pearland, I wouldn't mind showing you the ropes in a hands on way (for free, obviously) to help change your perception of Logos.
JustinGatlin an at sign then UnityRichwood dot com
Using Logos as a pastor, seminary professor, and Tyndale author
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Thank you Bob and thank Justin for your offer to help out.
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Bro. Gatlin, that would be phenomenal! Let me get a functioning library first and then we can meet at your convenience. You are very generous with this offer. God bless you.
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Thanks a bunch, Bill. This forum alone, and the rapidity with which I have received feedback and support has made me feel better about my overall experience already. Thanks again.
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I am amazed and blessed at the speed and generosity with which you resolved this issue, Bob. Wow! Thank you! I'll have to create a new post now. [Y]
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[Y]
I am amazed and blessed at the speed and generosity with which you resolved this issue, Bob. Wow! Thank you! I'll have to create a new post now.
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Bro. Gatlin, that would be phenomenal! Let me get a functioning library first and then we can meet at your convenience. You are very generous with this offer. God bless you.
When you get set up, just shoot me an e-mail and we will work it out!
Using Logos as a pastor, seminary professor, and Tyndale author
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Absolutely! I'm really excited about setting it up and meeting you to learn the ropes.
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After reading this thread I just wanted to say its great your issues have been sorted out bishop and I love faithlife all the more for such a positive response. To be honest I would have expected it based on my previous experiences buy it is great to see such a great ethic still alive within the organisation :-)
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Absolutely! I'm really excited about setting it up and meeting you to learn the ropes.
Also if you have an technical or user issues as you move forward just post them here. I am still quite a novice but my experience is that the user base here are very happy to help us out and freely give any experience they have of using the tool. Good luck with this, Once you start to understand what Logos can do I am sure you are going to be very happy with it :-)
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Bishop,
I, too, am grateful to hear of the resolution to your issue. I have to say I am not surprised for it to have ended this way. I have experienced Faithlife's customer commitment myself.
God bless your ministry.
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Hi Dave...I tell you, customer service is an endangered species these days. I am pleasantly surprised and tremendously blessed to learn firsthand that the company to whom I have entrusted my expanded Bible study and devotional life and substantial financial resources is a company with such a Christian ethic and integrity. I will definitely be hanging around. I am excited about this journey.
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So you were using the software for a whole year and never realized the books you purchased were not there? How have you been preparing your sermons all this past year? Did you just give up on the software all this time and had not been using it?
It seems that if you didn't notice the resources weren't there then it's your fault too not just Logos's fault and it doesn't warrant a free upgrade, just making the simple and necessary changes so the resources and money you've been paying are attached to the right email, which begs the question: how did you download the software to your computer and laptop and started using it without realizing the email was wrong? Especially when you need to log in using your email address. I don't know, something doesn't add up quite right. How did you not realize there were no books with all the training you were doing? When I first purchased Logos those were the first things I checked by going to my library and running the passage guide so it would yield results showing the books/resources I just bought. And mind you, I was not computer savvy back then and I'm still not, but some things are just common sense; especially when the software is very intuitive.
Also, based on what you said, I don't think the rep blamed you, you just assume he did (You should learn to take responsibility too as you were negligent by not checking your resources - like buying a car, paying for extra features and not making sure they're there). I know lately sales reps and even CS reps sound kind of robotic, they are not providing that personal experience they were known for, but to say you got blamed, I think you just interpreted it that way because of how you felt when a year later all of the sudden you decided to check your balance and "realized" things were wrong. But anyway this whole story sound weird to say the least. I hope you feel good about yourself if you got the upgrade and that the others feel good about supporting you all the way when they've only heard half of the story.
DAL
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Thanks, Bill. I looking forward to being a part of this virtual community.
Many, many blessings to you and yours.
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Hi Dave...I tell you, customer service is an endangered species these days. I am pleasantly surprised and tremendously blessed to learn firsthand that the company to whom I have entrusted my expanded Bible study and devotional life and substantial financial resources is a company with such a Christian ethic and integrity. I will definitely be hanging around. I am excited about this journey.
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Justin Gatlin said:
Mr. Hardin, I noticed (curiously browsing your church website), that you are on Dallas street in Houston. I am in Lake Jackson and am pretty proficient in the software. If you wanted to ever meet in Pearland, I wouldn't mind showing you the ropes in a hands on way (for free, obviously) to help change your perception of Logos.
And this is why I LOVE this board!
Cynthia
Romans 8:28-38
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Cynthia in Florida said:Justin Gatlin said:
Mr. Hardin, I noticed (curiously browsing your church website), that you are on Dallas street in Houston. I am in Lake Jackson and am pretty proficient in the software. If you wanted to ever meet in Pearland, I wouldn't mind showing you the ropes in a hands on way (for free, obviously) to help change your perception of Logos.
This whole experience warms my heart, too, and I am not even a Methodist! (just being playful...)
Justin, you may want to edit your email address to keep it from being spammed. Something like JustinGatlin AT unityrichwood DOT com or something.
And this is why I LOVE this board!
I like Apples. Especially Honeycrisp.
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Bob Pritchett said:
Just FYI, I've already responded directly.
No surprise there. Logos / Faithlife is run by people of great integrity, who work to make things right. That has been my experience, and I have used Logos Bible Software about 20 years.
"In all cases, the Church is to be judged by the Scripture, not the Scripture by the Church," John Wesley0 -
Douglas you are way out of line with your post. How FL and Bob chooses to deal with individual customer issues is none of your business. None of us on these forums have the whole facts about any customer complaint.
MVP's this is exactly why I have and will continue to call you out when you speak to customers in a judgemental, rude, condescendin, inappropriate manner, making snide comments in the process, and make decisions about the legitimacy of customer issues when it is not your place to do so. For when you do these things you are saying to everyone on the forums that Forum Guideline 3 can be ignored by everyone and you are thus enabling people like DAL come into a conversation about a customer complaint after FL had resolved it and shoot his mouth off in a public forum about an issue that is none of his business.
"3. Please treat each other with the love, courtesy, respect, and kindness that you would if you were sitting in your living room together."
When it comes to some of you I hope I never find myself in your living room based on the way you speak to strangers in a public forum. And for those of you who are pastors and church leaders I'd want even less to be sitting in your congregations.
DAL said:So you were using the software for a whole year and never realized the books you purchased were not there? How have you been preparing your sermons all this past year? Did you just give up on the software all this time and had not been using it?
It seems that if you didn't notice the resources weren't there then it's your fault too not just Logos's fault and it doesn't warrant a free upgrade, just making the simple and necessary changes so the resources and money you've been paying are attached to the right email, which begs the question: how did you download the software to your computer and laptop and started using it without realizing the email was wrong? Especially when you need to log in using your email address. I don't know, something doesn't add up quite right. How did you not realize there were no books with all the training you were doing? When I first purchased Logos those were the first things I checked by going to my library and running the passage guide so it would yield results showing the books/resources I just bought. And mind you, I was not computer savvy back then and I'm still not, but some things are just common sense; especially when the software is very intuitive.
Also, based on what you said, I don't think the rep blamed you, you just assume he did (You should learn to take responsibility too as you were negligent by not checking your resources - like buying a car, paying for extra features and not making sure they're there). I know lately sales reps and even CS reps sound kind of robotic, they are not providing that personal experience they were known for, but to say you got blamed, I think you just interpreted it that way because of how you felt when a year later all of the sudden you decided to check your balance and "realized" things were wrong. But anyway this whole story sound weird to say the least. I hope you feel good about yourself if you got the upgrade and that the others feel good about supporting you all the way when they've only heard half of the story.
DAL
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Hey disciple of Christ what I did was ask basic, commonsense questions. You cannot deny the whole story sounds fishy. How dumb do you have to be to realize you haven't had your resources for a whole year when you supposedly been using them during your training sessions. Sounds a bit contradictory to say the least; but to demand for a consolation prize and specifically name a free upgrade I think that's just taking advantage of an honest mistake which he also should take responsibility for since he was negligent for not using common sense To doublecheck if he had his resources or not and for that I will always be straightforward about it even if you or others don't like it but would rather choose to condone or endorse such a freeloader behavior - that's what it all amounts to someone made a mistake this is my chance to take advantage of them, Very Christian like behavior especially coming from a bishop in charge of other bishops. So there buddy judging me for not minding my own business when you're doing the same.
BY the way, It took you long enough to respond, but hey I'm not surprise it probably took you a whole day to think of a comeback.
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"A hot-tempered person stirs up conflict, but the one who is patient calms a quarrel" Proverbs 15:18...AKA GOD
Cynthia
Romans 8:28-38
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Don’t have anything to do with foolish and stupid arguments, because you know they produce quarrels. And the Lord’s servant must not be quarrelsome but must be kind to everyone, able to teach, not resentful. 2 Timothy 2:23-24
Cynthia
Romans 8:28-38
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And just to round it out with a perfect trifecta...
"It is to one’s honor to avoid strife, but every fool is quick to quarrel." ( Proverbs 20:3)
Cynthia
Romans 8:28-38
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Cynthia in Florida said:
"A hot-tempered person stirs up conflict, but the one who is patient calms a quarrel" Proverbs 15:18...AKA GOD
Thank you for the reminder! 🙂
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Sometimes I need such a reminder, Cynthia. And thank you for your gracious reply, DAL.
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DAL and Steve: Don't you just love how God "walks in the room" and we all become tongue-tied when He speaks! May we never respond any other way when given the opportunity to make Him proud. (I'm not God...but I'm thinking He's proud!)
Blessings to you both! [:D]
Cynthia
Romans 8:28-38
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Cynthia in Florida said:
DAL and Steve: Don't you just love how God "walks in the room" and we all become tongue-tied when He speaks! May we never respond any other way when given the opportunity to make Him proud. (I'm not God...but I'm thinking He's proud!)
Blessings to you both!
👍
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DAL, Bob had already resolved the issue. No need for you to get involved. Your questions were not even about resolotion but were accusatory in manner. You have further proven my point about by your snide comment about me taking a day to think about a comeback. A comeback from what? I stand by what I have said, this was none of your business and most certainly not your place to question the customer in the way you did. I am not judging you, your own words are already doing that.
DAL said:Hey disciple of Christ what I did was ask basic, commonsense questions. You cannot deny the whole story sounds fishy. How dumb do you have to be to realize you haven't had your resources for a whole year when you supposedly been using them during your training sessions. Sounds a bit contradictory to say the least; but to demand for a consolation prize and specifically name a free upgrade I think that's just taking advantage of an honest mistake which he also should take responsibility for since he was negligent for not using common sense To doublecheck if he had his resources or not and for that I will always be straightforward about it even if you or others don't like it but would rather choose to condone or endorse such a freeloader behavior - that's what it all amounts to someone made a mistake this is my chance to take advantage of them, Very Christian like behavior especially coming from a bishop in charge of other bishops. So there buddy judging me for not minding my own business when you're doing the same.
BY the way, It took you long enough to respond, but hey I'm not surprise it probably took you a whole day to think of a comeback.
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Disciple of Christ (doc) said:
DAL, Bob had already resolved the issue. No need for you to get involved. Your questions were not even about resolotion but were accusatory in manner. You have further proven my point about by your snide comment about me taking a day to think about a comeback. A comeback from what? I stand by what I have said, this was none of your business and most certainly not your place to question the customer in the way you did. I am not judging you, your own words are already doing that.
DAL said:Hey disciple of Christ what I did was ask basic, commonsense questions. You cannot deny the whole story sounds fishy. How dumb do you have to be to realize you haven't had your resources for a whole year when you supposedly been using them during your training sessions. Sounds a bit contradictory to say the least; but to demand for a consolation prize and specifically name a free upgrade I think that's just taking advantage of an honest mistake which he also should take responsibility for since he was negligent for not using common sense To doublecheck if he had his resources or not and for that I will always be straightforward about it even if you or others don't like it but would rather choose to condone or endorse such a freeloader behavior - that's what it all amounts to someone made a mistake this is my chance to take advantage of them, Very Christian like behavior especially coming from a bishop in charge of other bishops. So there buddy judging me for not minding my own business when you're doing the same.
BY the way, It took you long enough to respond, but hey I'm not surprise it probably took you a whole day to think of a comeback.
...
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Cynthia if only DAL and some MVP's would not wait for God to walk in the room but act in this manner all the time. Really tired of seeing customers on these forums being treated in this manner. This is not DAL's busines, this is not the MVP's business. Bob will and in this case already had resolved this issue in the manner he saw fit. It should be end of story. But is was not because DAL wanted to have a have a go at the customer. His true motivation was seen by his calling of the customer a freeloader in his response to me.
Cynthia in Florida said:DAL and Steve: Don't you just love how God "walks in the room" and we all become tongue-tied when He speaks! May we never respond any other way when given the opportunity to make Him proud. (I'm not God...but I'm thinking He's proud!)
Blessings to you both!
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Disciple of Christ (doc) said:
Cynthia if only DAL and some MVP's would not wait for God to walk in the room but act in this manner all the time. Really tired of seeing customers on these forums being treated in this manner. This is not DAL's busines, this is not the MVP's business. Bob will and in this case already had resolved this issue in the manner he saw fit. It should be end of story. But is was not because DAL wanted to have a have a go at the customer. His true motivation was seen by his calling of the customer a freeloader in his response to me.
Cynthia in Florida said:DAL and Steve: Don't you just love how God "walks in the room" and we all become tongue-tied when He speaks! May we never respond any other way when given the opportunity to make Him proud. (I'm not God...but I'm thinking He's proud!)
Blessings to you both!
.
.
...
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Repay no one evil for evil, but give thought to do what is honorable in the sight of all. (Romans 12:17)
7 Whoever corrects a scoffer gets himself abuse,
and he who reproves a wicked man incurs injury.
8 Do not reprove a scoffer, or he will hate you;
reprove a wise man, and he will love you.
9 Give instruction[a] to a wise man, and he will be still wiser;
teach a righteous man, and he will increase in learning. Prov. 9:7-9Cynthia
Romans 8:28-38
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DOC". In sisterly love I Implore you to drop this. The matter is resolved and they have both moved on. You say it isn't DAL's business, but is it really yours? Please leave it be and allow peace to win. "Blessed are the peacemakers..."
Cynthia
Romans 8:28-38
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Indeed, "Blessed are the peacemakers." And often, peacemakers are blessings, too. Thanks, Cynthia for being an instrument of peace.
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Cynthia , I have already said all I need to say on this particular post. I stand by what I have said. DAL is the one that has continued by reposting my comments and thus continuing to show his attitude. You have only succeed in legitimizing him qustioning another customers out of turn and calling that custOmer a freeloader. Despite that I will not drop the issue of the way some people on these forums treat other customers.That should be a concern to all of us. It is not in line with God's Word.
May God richly bless you.
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Friedrich said:
Justin, you may want to edit your email address to keep it from being spammed. Something like JustinGatlin AT unityrichwood DOT com or something.
I didn't think of this, and now it is too late for me to edit my post. If someone with mod privileges can, it would be greatly appreciated.
Using Logos as a pastor, seminary professor, and Tyndale author
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Please review https://community.logos.com/forums/t/10072.aspx .
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