A Big Thank You to Logos Tech Support

Page 1 of 1 (10 items)
This post has 9 Replies | 0 Followers

Posts 261
Ralph A. Abernethy III | Forum Activity | Posted: Fri, Mar 26 2010 11:24 AM

I had a problem downloading a couple of resources -- they would not move past 0% downloaded of 1.4 megabytes.  Repeatedly tried restarting, updating resources -- all the usual strategies.  Finally called Logos Tech support and was connected with Beckie.  She took over my computer as a remote administrator, worked her magic, and within about half an hour of doing whatever she did she was able to get my new resources onto my computer.  In the whole process she was polite, patient, personable, and  ((to continue the alliteration)) proficient.  This is the first time I've dealt with Logos Tech support, and Beckie made it a painless and even pleasant experience.  If you ever need tech support and Beckie is the one to help you, you're definitely in good hands.

Logos, you've got a great employee in Beckie.  People like her are a big part of what makes Logos such a wonderful company.

Thanks again, Beckie, for all your help!

Posts 1142
Juanita | Forum Activity | Replied: Fri, Mar 26 2010 2:13 PM

Thanks, Ralph, for sharing that good report. 

 I could say similar things about Customer Service and Sales-Santiago Galeano, in particular-for their responsiveness to customers and just the pleasure in doing business with Logos staff.

Posts 26810
Forum MVP
Dave Hooton | Forum Activity | Replied: Fri, Mar 26 2010 2:16 PM

Does the toll-free number work from Australia?Smile

Dave
===

Windows 10 & Android 8

Posts 4768
RIP
Fred Chapman | Forum Activity | Replied: Fri, Mar 26 2010 2:17 PM

Ralph, I had a similar experience with Beckie a couple of months ago. I sent BobP an email about her. I completely agree with your comments about her and every other Logos employee I have had to deal with.

Posts 1828
Rick | Forum Activity | Replied: Fri, Mar 26 2010 3:51 PM

It is good to see the kudos starting to roll in. Just a few weeks ago the very majority were negative.

Kudos to Logos for being a stand-up company and doing whatever it took to rev up customer support. I know a lot of it probably caught them by suprise but as they promised, it is obviously being taken care of.

Rick

Posts 19262
Rosie Perera | Forum Activity | Replied: Fri, Mar 26 2010 4:07 PM

I think the Customer Support call times are starting to come back down again. I know they've been hiring and training more support staff, and the new ones are probably starting to come online. Thank goodness for all the experienced ones too, but I think they've got a system of passing the more difficult questions up the line to someone more experienced and letting the newer folks handle the routine questions. So I think we're going to start seeing the old extremely responsive Logos phone support we knew and loved back very soon. Everyone I've spoken to there has been very helpful! I had one guy on the phone recently who was willing to wait on the line with me to see if what he did for me in unlocking a Libronix title that hadn't completely installed was going to let me download it into L4 now that I'd finally gotten it fully installed in L3. But I trusted he'd gotten at the source of the problem and released him to go answer the phone again as I knew others would be waiting.

If you ever do see an opportunity to shorten your call time with someone like that, take it, and help others get through faster.

Posts 261
Ralph A. Abernethy III | Forum Activity | Replied: Fri, Mar 26 2010 4:11 PM

Another great  thing:  I called Logos about 1:00 p.m. EST on a Friday, and was on hold for no more than ten minutes (maybe closer to five) before my call was answered and I was talking to the first level of tech support.  When support decided I needed to move up to the second level, I was immediately connected with Beckie, and she went to work to solve my issue.

Posts 19262
Rosie Perera | Forum Activity | Replied: Fri, Mar 26 2010 4:12 PM

Ralph A. Abernethy III:

Another great  thing:  I called Logos about 1:00 p.m. EST on a Friday, and was on hold for no more than ten minutes (maybe closer to five) before my call was answered and I was talking to the first level of tech support.  When support decided I needed to move up to the second level, I was immediately connected with Beckie, and she went to work to solve my issue.

Yeehaw!! Praise the Lord!!

Posts 3810
Floyd Johnson | Forum Activity | Replied: Fri, Mar 26 2010 5:09 PM

Ralph A. Abernethy III:
Repeatedly tried restarting, updating resources -- all the usual strategies.  Finally called Logos Tech support and was connected with Beckie.

I too will give my salute to Beckie - after spending 15 minutes waiting and then 45 minutes on the phone with other techs who (along with me) thought my problem was solved.  Another 15 minute wait and I was connected to Beckie as she filled in for other Level One techs.  Happens that Beckie is a Level Two tech and, rather than transfering me to a Level Two tech, continue to help me beyond the regular Level One job description.

After spending 1-1/2 hour on the phone she was able to help me get a book that refused to be read by L4 to work on two machines.  Very patient - she was also willing to say hello to a college classmate of mine (from 36+ years ago).

Is there any way that we as consumers can nominate an employee of the year - at least today it would be Beckie.

Blessings,
Floyd

Pastor-Patrick.blogspot.com

Posts 26810
Forum MVP
Dave Hooton | Forum Activity | Replied: Fri, Mar 26 2010 8:27 PM

Ralph A. Abernethy III:
Another great  thing:  I called Logos about 1:00 p.m. EST on a Friday, and was on hold for no more than ten minutes (maybe closer to five) before my call was answered

That's a big improvement over the 30 minutes minimum wait of a few weeks ago.

Dave
===

Windows 10 & Android 8

Page 1 of 1 (10 items) | RSS