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This post has 18 Replies | 2 Followers

Posts 468
Charlene | Forum Activity | Posted: Tue, Jan 10 2012 12:19 PM

I am sorry to post this, but I have sent 2-3 emails since December 29th, and have not yet heard from Customer Service and I don't know what else to do.

During the Christmas giveaways, I would diligently check the daily giveaways and download the free ebook. On the 28th I had put it in my cart, but apparently didn't do the final click for checkout, as I was checking to see if there was a particular book that I was interested in. So the next morning (I live overseas), when I clicked on purchasing the free book for the day, to my horror, I noticed that I had just paid for the "free book" from the day before, that was no longer free. I didn't even want the book, but since it was free (the day before), I thought I should go ahead and get it, in case I needed to use it in counseling. I immediately contacted Customer Service to tell them of my mistake, but I didn't hear from them. I thought it was due to the "after Christmas rush," so I waited. No response, so I contacted again through email. No response yet. I would like to be refunded the amount. They can "delete" the book from my account, that is fine. Can someone help me?

Thanks!

Charlene

Posts 41
LogosEmployee
Don | Forum Activity | Replied: Tue, Jan 10 2012 12:31 PM

I apologize we did not reply to your emails. I can have the order refunded to you. I have sent you an email asking for additional information about the order.

Posts 8967
RIP
Matthew C Jones | Forum Activity | Replied: Tue, Jan 10 2012 12:33 PM

Charlene:
Can someone help me?

I am sorry I can not help you any more than bumping this back up to the top by responding.  

Your thread title caught my interest because I still have a transaction left over from December 31st that I am waiting to have solved.

It makes me wonder if that Bellingham Herald news story is true. It said "Charter busses left the Logos Bible software headquarters with 215 employees on their way to Hawaii with December earnings of $3 million in cash, stuffed into their carry-on bagage."     

 HmmTimeSnail

 

 

Logos 7 Collectors Edition

Posts 11433
DMB | Forum Activity | Replied: Tue, Jan 10 2012 1:17 PM

Looks like Don might have missed the bus.

"God will save his fallen angels and their broken wings He'll mend."

Posts 41
LogosEmployee
Don | Forum Activity | Replied: Tue, Jan 10 2012 1:18 PM

wifi on my ipad from the beach :)

Posts 1086
William Gabriel | Forum Activity | Replied: Tue, Jan 10 2012 1:20 PM

DMB:

Looks like Don might have missed the bus.

He's the new guy (only 4 posts). The pot is allowed to call the kettle black if he acknowledges that he is too, right? Smile

Posts 3917
Forum MVP
Friedrich | Forum Activity | Replied: Tue, Jan 10 2012 1:21 PM

DMB:

Looks like Don might have missed the bus.

Yes  (wish we had a "like" button for posts)

 

I like Apples.  Especially Honeycrisp.

Posts 11433
DMB | Forum Activity | Replied: Tue, Jan 10 2012 1:22 PM

I thought Dan said on his tweet that 'the new guy' had to stay and work ...

"God will save his fallen angels and their broken wings He'll mend."

Posts 3917
Forum MVP
Friedrich | Forum Activity | Replied: Tue, Jan 10 2012 1:22 PM

Don:

wifi on my ipad from the beach :)

Yes

I like Apples.  Especially Honeycrisp.

Posts 667
Jonathan Pitts | Forum Activity | Replied: Tue, Jan 10 2012 2:04 PM

I sent an email to sales when they offered the "talk to us" deal as part of the Christmas offers. Email was given as an alternative to phoning for those of us who are not in the US. I never got a reply so missed out on boosting my Christmas credit with some of the items on my wish list.

Posts 3917
Forum MVP
Friedrich | Forum Activity | Replied: Tue, Jan 10 2012 3:11 PM

Jonathan Pitts:

I sent an email to sales when they offered the "talk to us" deal as part of the Christmas offers. Email was given as an alternative to phoning for those of us who are not in the US. I never got a reply so missed out on boosting my Christmas credit with some of the items on my wish list.

perhaps you can ask sales to review this?  never hurts to ask.

I like Apples.  Especially Honeycrisp.

Posts 383
Daniel Bender | Forum Activity | Replied: Tue, Jan 10 2012 7:30 PM

Charlene, I a similar experience. Sent an email order to Santiago at the end of December and did not hear back until late night January 6th. I tried calling sales but only got put in voice mail. Finally heard back after a few emails. They were extremely busy with orders but I did eventually get my orders at the prices quoted to me. I am still waiting for accounting to adjust my Christmas credit to the right amount. I would do as others suggest, either send another email to your sales rep or call and see if you can speak to someone in sales. I believe that you will not be able to use your Christmas credit until the end of January anyway.

Hope this helps.

Dan Bender

Edit: Oops, didn't notice a Vyrso related poet. There goes my New Year's resolution to pay closer attention.

Posts 468
Charlene | Forum Activity | Replied: Wed, Jan 11 2012 12:04 PM

Thanks to all who responded, but Don from Logos did email me shortly after I posted and is taking care of the matter! So, I guess this was the best way to get attention...somthing about the "squeaky wheel"!Smile

Charlene

Posts 2994
Forum MVP
Jacob Hantla | Forum Activity | Replied: Mon, Jan 16 2012 5:14 PM

I have found that especially during busy times, email is a poor way to get ahold of customer service. I wish they would streamline that process. Usually if I need something done, a phone call is most effective. 

Jacob Hantla
Pastor/Elder, Grace Bible Church
gbcaz.org

Posts 468
Charlene | Forum Activity | Replied: Tue, Jan 17 2012 8:11 AM

Just wanted everyone to know that it has been taken care of!

Charlene

Posts 3917
Forum MVP
Friedrich | Forum Activity | Replied: Wed, Jan 18 2012 12:36 PM

Charlene:

Just wanted everyone to know that it has been taken care of!

fan-TASTICO!!!!

I like Apples.  Especially Honeycrisp.

Posts 667
Jonathan Pitts | Forum Activity | Replied: Wed, Jan 18 2012 1:38 PM

Me too, thank you.

Posts 2
SophiaGreen | Forum Activity | Replied: Sun, May 6 2012 6:49 PM

If you spend a lot of time replying to your customers' email requests, you know all too well how important it is to track how much time has passed since each request was received, its current processing status (not yet read/answered/requires additional consultation), who is involved in providing a response, and of having a complete list of requests from the same customer for reference.

Experience shows that using a regular email client (e.g., Outlook, Thunderbird, Gmail) does not give the whole picture quickly nor in a convenient way. It has been proven that providing high-quality customer support is only possible using special software — we recommend our iKode service desk X, which is a web-based, easy to use and free customer service software and service management software to resolve IT issues by ITSM work flows.

Posts 12257
Forum MVP
NB.Mick | Forum Activity | Replied: Mon, May 7 2012 1:54 AM

reported post by SopiaGreen as spam

Running Logos 9 latest (beta) version on Win 10

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