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Posts 5610
Todd Phillips | Forum Activity | Posted: Tue, Feb 3 2015 10:02 AM

I had a pre-order for The Things of Earth: Treasuring God by Enjoying His Gifts, which had a ship date of Jan 31.  I noticed today that the book was live but I hadn't received it yet, so I canceled my pre-order and ordered it normally.

What's the point of pre-ordering if they don't ship on release date?  There wasn't a price discount.  In this case pre-ordering turned out to be a negative.

Wiki Links: Enabling Logging / Detailed Search Help - MacBook Pro (2014), ThinkPad E570

Posts 379
Brian Williams | Forum Activity | Replied: Tue, Feb 3 2015 10:16 AM

Hi Todd,

I apologize for the problem you experienced with pre-ordering this title! I'm looking into the issue right now and will let you know what caused the problem. Please let me know if there is anything I can do to alleviate your concern. Again, I apologize for the difficulty you experienced.

Posts 5610
Todd Phillips | Forum Activity | Replied: Tue, Feb 3 2015 11:31 AM

Thanks Brian.  I was just hoping this wasn't going to be the norm.  I can understand better if it's a one-off situation.

I know there have historically been 1-2 day delays in processing Logos pre-orders, but I was up to four days, plus it seems like Vryso should be different (at least more automated).

Wiki Links: Enabling Logging / Detailed Search Help - MacBook Pro (2014), ThinkPad E570

Posts 20
David Christensen | Forum Activity | Replied: Wed, Feb 18 2015 10:10 AM

Brian,

I just wanted to let you know I have this same issue. I've given the pre-order 18 days to come through. I see the resource is live on the site. Do I need to cancel my pre-order and re-purchase this resource?

Sincerely,

-David

Posts 379
Brian Williams | Forum Activity | Replied: Wed, Feb 18 2015 10:13 AM

David christensen:

Brian,

I just wanted to let you know I have this same issue. I've given the pre-order 18 days to come through. I see the resource is live on the site. Do I need to cancel my pre-order and re-purchase this resource?

Sincerely,

-David

Hi David,

I apologize for the problem you're experiencing. Could you clarify what title you pre-ordered? Again, I apologize for the problem!

Thanks,

Brian

Posts 20
David Christensen | Forum Activity | Replied: Wed, Feb 18 2015 10:16 AM

Brian,

I had pre-ordered the same resource by Joe Rigney. Unfortunately my impatience caused me to follow the route of Todd above (cancel pre-order & re-order). I've just downloaded the resource successfully. It is unfortunate it took 18 days to realize that was a solution. Would you like any logs? I have Logos 6 if that matters. 

Sincerely,

-David

Posts 27428
Forum MVP
JT (alabama24) | Forum Activity | Replied: Wed, Feb 18 2015 10:42 AM

David christensen:
Would you like any logs?

I can't imagine that logs would be needed. Your software doesn't tell Faithlife what you own, or what you have ordered. If this were a software issue on your side, you wouldn't have needed to cancel a pre-order, nor would you have been able to purchase the resource again. On the other hand, if the resource were showing on the website as owned, and if it were simply a matter of the resource not downloading, then logs might be needed.

OSX & iOS | Logs |  Install

Posts 379
Brian Williams | Forum Activity | Replied: Wed, Feb 18 2015 11:25 AM

Hi David,

Thanks for clarifying which resource you were having problems with, I apologize for the problem you experienced with the pre-order. Unfortunately, the problem was with our system on the day that your ebook was scheduled to ship. We've fixed the error and all other pre-orders should ship on their approximate date. Again, I apologize for the problem you experienced. Please let me know if there is anything I can do to improve your experience.

Thanks,

Brian

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