Page 1 of 1 (15 items)
This post has 14 Replies | 1 Follower

Posts 2
Jer | Forum Activity | Posted: Sun, Feb 7 2010 7:57 PM

I emailed the support staff over a month ago and have received no answer.  Has anyone else been having this problem?  I've noticed on the responses listed that it seems to be other users responding and very little response from the Logos "Team".  I purchased the upgrade to Logs4 because I have an iPhone and am an avid reader.  The advertisement they have states that your iPhone app will link with your Desktop and remember where you have been reading in different books.  I've noticed that a number of people have written blog posts complaining about this issue and there has been some answers/fixes regarding the "reading plans" however, I'm having the problem with any of the books I have open in both the iPhone and Desktop.  I've removed and added the app to the iphone numerous times (since this will fix an issue sometimes when an update comes out) and it did not fix the issue.  I tried it an another iPhone and have now tried it on an original, 3G, and 3GS and it still does not function as they said.  Again, I sent an email over a month ago and also posted on the forum and they have not answered either one.  What do you need to do to get an answer, threaten to sue them for false advertising?  Since they are a "For Profit" company, the expectations are higher than for one that was a non-profit.  I like many others have spent a great deal of hard earned money on your products and receiving a response from you in a reasonable amount of time should be a reasonable expectation.  LOGOS, you are neither running your business in a legitimate/consumer friendly manner nor a Christian manner.

Posts 3917
Forum MVP
Friedrich | Forum Activity | Replied: Sun, Feb 7 2010 8:39 PM

JerryMott:
LOGOS, you are neither running your business in a legitimate/consumer friendly manner nor a Christian manner.

 

Jerry, I imagine someone with the right knowledge, whether employee or forum junkie, will respond to your specific issues.  Can't imagine having some of the problems you are having with no idea how to fix them.  (and sorry, I don't have the iPhone/App yet.  On the whole, you will find Logos to be very legitimate and consumer friendly.  I would try calling the telephone support if I were you.  I know they are pretty jam packed--the success of Logos 4 has stretched their operations considerably.  Doesn't help you a lot if you don't get your need addressed.  taking your plight into consideration, I still can't agree with your last statement.  That is a bit sweeping.

Here is a number to call tomorrow:

Telephone Support:
(800) 875-6467

I like Apples.  Especially Honeycrisp.

Posts 352
Mike & Rachel Aubrey | Forum Activity | Replied: Sun, Feb 7 2010 11:59 PM

JerryMott:
The advertisement they have states that your iPhone app will link with your Desktop and remember where you have been reading in different books.

I don't know what to tell you. The sync reading in books across platforms works perfectly for me. From what I understand, it's worked for some and not worked for others.

JerryMott:
however, I'm having the problem with any of the books I have open in both the iPhone and Desktop.

Are you talking about having them open at the same time??? They need to sync with the server before that'll work. Likewise, if you're reading offline, you'll need to connect online before it'll sync again.

Posts 73
Tom Bartzsch | Forum Activity | Replied: Mon, Feb 8 2010 8:54 AM

Jerry,

I, too, have had problems with the iPhone app and syncing one particular Bible reading plan. I have also posted about my problems in the iPhone forum a number of times and have yet to obtain the answer that works for my situation and removes the duplicate plans. All other plans I use and books I read in the iPhone app operate as advertised.

I also know that the iPhone app is a lot farther along than it was just a little while ago, and that it still is a work in progress. I guess I've also been looking at the iPhone app as a "bonus" rather than an integral part of what I paid for - but as you noted, you upgraded at least partially because of the app, so your feelings are different than mine.

I know that eventually the Logos team will get to my issue, because they always have resolved any problem before, and I truly believe that they WANT to get to and help everyone with an issue. It might just be a little of the "persistent widow" approach.

I pray that you too will receive a resolution for your problem soon.

Tom

1 Cor 2:2

Posts 996
LogosEmployee
Dave Dunkin (Faithlife) | Forum Activity | Replied: Mon, Feb 8 2010 2:07 PM

Jerry, this weekend I found a bug in the code that syncs positions between Logos 4 and the iPhone app. This bug caused the feature to not work in certain situations and will be fixed in a future release. I'm sorry for the trouble this has caused you. If you feel you haven't been dealt with fairly, please call our customer service department at 800-875-6467. I do know that there is a backlog of email support issues, so calling is the best option if you need an immediate response.

Posts 3883
Floyd Johnson | Forum Activity | Replied: Mon, Feb 8 2010 2:16 PM

Dave Dunkin:
If you feel you haven't been dealt with fairly, please call our customer service department at 800-875-6467. I do know that there is a backlog of email support issues, so calling is the best option if you need an immediate response.

And that is a 30-40 minute wait on hold if you get through.  And what about those who live outside the US calling area - how are they to remain on-line?

Maybe it is time for Logos to hire some temp workers to handle the overload of email and phone support questions.  Waiting days for a reply to an e-mail or a half hour or more for phone support does not seem like good customer support.

Blessings,

Floyd

Blessings,
Floyd

Pastor-Patrick.blogspot.com

Posts 352
Mike & Rachel Aubrey | Forum Activity | Replied: Mon, Feb 8 2010 4:27 PM

Floyd Johnson:
And that is a 30-40 minute wait on hold if you get through.

That depends on when you call.

Posts 2898
Kevin A. Purcell | Forum Activity | Replied: Mon, Feb 8 2010 5:02 PM

Floyd Johnson:

Dave Dunkin:
If you feel you haven't been dealt with fairly, please call our customer service department at 800-875-6467. I do know that there is a backlog of email support issues, so calling is the best option if you need an immediate response.

And that is a 30-40 minute wait on hold if you get through.  And what about those who live outside the US calling area - how are they to remain on-line?

Maybe it is time for Logos to hire some temp workers to handle the overload of email and phone support questions.  Waiting days for a reply to an e-mail or a half hour or more for phone support does not seem like good customer support.

Blessings,

Floyd

Bob Pritchett the Logos head honcho is well aware of the issues and is trying to fix the problem. Saying, "hire some temp workers" and then doing so are not as simple a thing as you might expect. He wrote a blog post about how terrible he feels about letting his customers down and being caught off guard with the success of this release which has led to a lot more volume in the support dept. But he is trying to fix it and while that doesn't help you when you are on hold for 30-40 minutes, at least know that it should be a short term issue.

 

Posts 3883
Floyd Johnson | Forum Activity | Replied: Mon, Feb 8 2010 5:21 PM

Twice in the past week I have had to call Customer Support to have L3 disks activated for use in L4.  These were ordered and shipped before my computer crashed and I lost my L3 installation.  This was followed by a family emergency which precluded computer access and no way to change my disk orders to downloads before they were shipped.

Why should I have to wait an hour (two 30 minute waits at two different times of the week for three  books) to get the software activated?  This task is relatively simple - "even a caveman could do it" as they say Smile.  The operator knew my problem before they put me on hold for 30 minutes.  I would think a web interface could be created to do the work of activating books - even those requiring a serial number.  It would also be an improvement if the phone queue could make call backs - rather than sputting customers on hold, LOGOS could call the customers back in the order in which calls were received.

I still feel uncertain about the use of L4; but I do expect that after 4 months of use, some of the customer support issues could have been addressed.

I respect the LOGOS program - and they have been helpful over time.  So these comments come with mixed feelings.

Blessings,

Floyd

Blessings,
Floyd

Pastor-Patrick.blogspot.com

Posts 352
Mike & Rachel Aubrey | Forum Activity | Replied: Mon, Feb 8 2010 5:29 PM

Floyd Johnson:
I still feel uncertain about the use of L4; but I do expect that after 4 months of use, some of the customer support issues could have been addressed.

The support problems are being addressed.

Here's statement referred to above:

http://www.bobpritchett.com/blog/2010/01/on_failing_our_customers.html

This is what they're dealing with at the CS office:

"Logos 4 upgrade sales were more than double my expectations, and in the first eight weeks of our release we had as many users move to our new platform as move to our platform in an entire “normal” year."

Patience is going to get you a long way. They didn't expect to have these problems with CS that they're now having.

Posts 3883
Floyd Johnson | Forum Activity | Replied: Tue, Feb 9 2010 7:49 AM

Mike Aubrey:

I am glad that Bob has responded to the problems - and is trying to set reasonable goals.  At the time he posted, I was returning from California via Amtrak (i.e. train) after after helping my wife settle my mother-in-laws funeral and estate.  With limited access to the INTERNET, I missed a great number of postings during the month of January.

Though I wished that I had posted before Bob posted his message, it does not invalidate my experience and expectations three months after the release of L4.

Blessings,

Floyd

 

Blessings,
Floyd

Pastor-Patrick.blogspot.com

Posts 2898
Kevin A. Purcell | Forum Activity | Replied: Wed, Feb 10 2010 5:45 AM

My experience with Logos is that if it was humanly possible to fix this problem immediately, it would have been done already. Love is patient.

Posts 376
Dan Sheppard | Forum Activity | Replied: Tue, Feb 23 2010 6:02 PM

Floyd Johnson:
 At the time he posted, I was returning from California via Amtrak (i.e. train)

 

Now THAT sounds like FUN!!!  (not the funeral part)

Getting on a long train ride, surfing through my Logos iPhone books, no doorbells, no car...

I wonder if there is such a thing as a "Logos Vacation"?

 

Posts 3883
Floyd Johnson | Forum Activity | Replied: Tue, Feb 23 2010 10:09 PM

Dan Sheppard:
I wonder if there is such a thing as a "Logos Vacation"?

How about a "Logos Cruise" with Logos staff and Morris Proctor.  Might even include one or two well-known  Christian Musician for the evenings.

Okay, we have it planned - when do we leave?

Blessings,

Floyd Johnson

 

Blessings,
Floyd

Pastor-Patrick.blogspot.com

Posts 10
ronald eddy | Forum Activity | Replied: Thu, Sep 9 2010 3:58 PM

You email topic must be relevant.

Page 1 of 1 (15 items) | RSS