I made a call to support today and it sounded like I was talking to India.
Is this true?
Hmmmm ... the silence is deafening.
Director
Elyon Family Clinic & Surgery Pte Ltd
Singapore
jmcbade: I made a call to support today and it sounded like I was talking to India. Is this true?
You cannot talk to India 🇮🇳 because India is a country LOL 😁😜
Just kidding! But hey, most jokes put customer support headquarters in India because it is cheaper. Oh boy, Trump will not like this one bit! 😁
DAL
DAL:You cannot talk to India 🇮🇳 because India is a country LOL
Oh but you can. You just shouldn't expect an answer.
Past IT Consultant. Past Mission Worker. Entrepreneur. Future Seminary Student.Why Amazon sucks: Full background story of my legal dispute with the online giant
Dal,
Now THAT IS FUNNY!
I don't expect an answer if I am talking to a support person who is from India in general. RARE occasions I have had "acceptable" support but it's always been harder to get to that answer because they seem not to be able to work outside their "flow chart".
I did update to Logos 7 but if they have exported their support, I doubt will be updating again.
As I said, there is other Bible software out there that meets my requirements. I'm just so already invested in Logos. I have been using it since they first released their first version back in the day.
That would be disappointing...
Shalom, in Christ, Keith. Check out my music www.soundcloud.com/therealkpang
Edit: My concern is the lose of American jobs, so that FaithLife would keep more income.
Too many American companies have already done this and it a sad thing to me.
I wish that the USA was more like it was in that past, but that is probably not going to be. This is just one more thing and I guess I am showing my age some...
L4 Bible Study, L5 Reformed Bronze, & L5 Gold, L6 Platinum & Reformed Platinum, L7 Platinum, L8 Baptist Platinum.2015 rMBP 15" 2.2GHz 16GB 256GB SSD, running macOS Mojave iPad Mini 4, iPhone 6.
Wow. Just suppose I'm an Indian Christian using Logos software and I read this thread. What would I think?
Pastor, North Park Baptist Church
Bridgeport, CT USA
Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years.
-Dan
St. Jerome's House † Install
Thank you, Mark. That needed to be pointed out.
Donnie
Mark Smith: Wow. Just suppose I'm an Indian Christian using Logos software and I read this thread. What would I think?
Faithlife does have customers worldwid, I am in Canada, support is important. I want knowledgable people... they can be anywhere I know accents can be hard to understand sometimes but that true any place as I once was on support based in Texas and the drawl was so thick that I was contastly needing him to repeat things, but knowledgable with good clear communication skills is what is needed. Out sourcing is not a great solution always but does it allow Faithlife to expand hours or offer free support verses paid support, although we have been told that the high cost of Logos is in part to cover support costs.
-dan
Dan Francis: Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. -Dan
Hence, the bunch of typos in almost all of the resources sold in Logos 😁
Mark,
So would you say then also that we should hire and use people because they are Christian or that there are Christians living in some particular country, rather than those best suited for a particular job?
My remarks are not because what any nationality in particular or what religion people are. I am commenting on demonstrated performance and general experience. My opinions are based as someone with years (over 30) of working as a software development professional. I have by the way, worked with professionals from India in the US and in Canada, and because they were not in some support "sweat shop" environment. They were able to demonstrate great skill, wisdom and professionalism, because they were not forced by their business model to operate within a flow chart. In that environment, they were most often excellent and quite competent.
Are you now implying the "race card"? I am coming from a pragmatic position not a racial or ethnic one. If that is your point, I resent the implication.
I live in a foreign country and serve as a full time missionary. I have made significant sacrifices to serve Christians in another country. Every culture has strengths, weaknesses and business models that are better for some things and not so much for others.
And to speak to the comment above from Dan, I actually don't mind so much if people from India are doing scanning or something of that capacity, (although I do have an issue with shipping our jobs right now overseas). My concern is directed at the support process.
I feel as a customer I have the option to express my frustrations with the business model of the company I am purchasing my product from.
Uh, oh. The guys are getting their poker cards out.
'Hey, are you playing the race card??' 'Well, no. I thought you were playing the race card.' 'Which one's the race card, I forgot.'
I assume from no Logos response, we can assume indeed? But seems hard to believe, except for really simple FAQ queries. Even our top forumite experts have trouble ... the software isn't exactly intuitive unless you're intuitive.
"God will save his fallen angels and their broken wings He'll mend."
I've had several Indian co-workers and find that they are every bit as knowledgeable and hard-working as my American counterparts. As long as the call center is able to answer questions and service my account, I don't have a problem with outsourcing.
Wylie, TX
We do not have any CS reps working in India. We have a core group of CS reps that work in Bellingham. We also have a group of CS reps that work remotely in select states. As our Spanish audience has increased we have opened an office in Mexico where bilingual reps are available to assist our Spanish audience. These reps may occasionally get English calls.
When anyone states they are concerned that service is being handled by people in a particular country, omits any words about the quality of the service, seems to indicate that it is that nation's people serving in such a capacity is what concerns him, and clearly indicates that service offered by people in that country would turn him away from Logos, then, yes, I am right to be concerned about how someone from that nation would take such a statement.
DAL: Dan Francis: Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. -Dan Hence, the bunch of typos in almost all of the resources sold in Logos 😁
Think that is less a country thing than pride of work thing, but it is easy for anyone to let typos clip through occasionally... and I do believe final processing is done in FL offices in Bellingham but I could be mistaken about that.
Dan Francis: DAL: Dan Francis: Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. -Dan Hence, the bunch of typos in almost all of the resources sold in Logos 😁 Think that is less a country thing than pride of work thing, but it is easy for anyone to let typos clip through occasionally... and I do believe final processing is done in FL offices in Bellingham but I could be mistaken about that. -dan
FWIW, we haven't used OCR for normal production in years (7 or 8 if memory serves me correctly). Our preference is to use publisher provided exportable files. When that is not possible (i.e. public domain titles), we use the industry standard practice of double keying (i.e. a work is keyed twice independently and then is compared with the differences reconciled.)