Just bought Scholar's Library Gold 3 - now need to pay double for version 4???

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This post has 39 Replies | 2 Followers

Posts 13
Hans Krause | Forum Activity | Posted: Mon, Nov 16 2009 8:32 AM

Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?

Not the first time Logos is being unfair, but certainly the worst so far

Posts 55
Chris Funkhouser | Forum Activity | Replied: Mon, Nov 16 2009 8:33 AM

Have you contacted them?

Posts 13
Hans Krause | Forum Activity | Replied: Mon, Nov 16 2009 8:44 AM

Sure, but no other than automatic responses: "we are too busy, post your question on the forum." So that's what I did.

Posts 5621
Todd Phillips | Forum Activity | Replied: Mon, Nov 16 2009 8:50 AM

HansKrause:

Sure, but no other than automatic responses: "we are too busy, post your question on the forum." So that's what I did.

Perhaps you should call sales instead of customer support.  It's been reported on these forums that Logos has been fair to others in your situation.

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Posts 2
Roger Lucas | Forum Activity | Replied: Mon, Nov 16 2009 8:57 AM

I am brand new to logos systems and just perusing this forum. I also just bought Logos Gold v.3 a few weeks ago. I got busy and did not have the chance to start using it and when i returned to start  using it, i found out V4 was out. I called customer support and they upgraded me to Platinum v4 for $263. i paid a discounted $1035 (or so) for the V3 Gold. So I thought they were fair. So I would call Customer Support.

Posts 13419
Mark Barnes | Forum Activity | Replied: Mon, Nov 16 2009 8:58 AM

I'm not sure you've quite understood the crossgrade/upgrade options.

You should be able to crossgrade for around $70. This gives you everything you had in Logos 3, plus the most important new features in Logos 4.

If you did the upgrade to Logos 4, you get all of that, plus a number of new resources that weren't in your 'old' Gold Edition. I'm not entirely sure what these are, but I think include the 12-volume Holman Commentary set, Eerdmans Bible Dictionary, the 7-volume New Testament Studies Collection, Analytical Lexicon the Greek NT, and dozens of other resources.

I'm not sure of the pricing, but it may well be that if you had waited, you would have to have paid more for the Gold Upgrade now, than you did last week, because of all these extra resources.

Having said that, I'm sure Logos would treat you reasonably in the circumstances, and offer you a discounted Gold upgrade. But I doubt you'll get it for free.

Posts 1956
Donovan R. Palmer | Forum Activity | Replied: Mon, Nov 16 2009 9:12 AM

HansKrause:
Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?

You can return all products within 30 days for a refund. If CS won't help you out with some sort of deal, return it and then get the one you want.

Posts 13
Hans Krause | Forum Activity | Replied: Mon, Nov 16 2009 9:17 AM

Crossgrade is not offered anywhere, unless you happen to know the pages where to look for it (which means you must have preknowledge that crossgrade exists). When going to the logos.com website only upgrades are offered, and at prices which under the circumstances infuriate me.

Interesting, that in L4 the NIV, NIrV and TNIV seem(!) to be included in the package also in oversees shipping (I am in Europe), but until now Logos has failed to ship these because of license restrictions and failed to give additional discount fro leaving out the best Bible translations available.

Customer service and sales are on the other side of the globe and difficult to reach because of the time difference.

Posts 13
Hans Krause | Forum Activity | Replied: Mon, Nov 16 2009 9:20 AM

Good idea, Donovan, except that I lose the freight costs x 2 which amount almost to the price of a crossgrade Huh?

Posts 72
Zachary Oglesby | Forum Activity | Replied: Mon, Nov 16 2009 9:22 AM

Thats very odd, my upgrade from Scholar's 3 to 4 was free (I only had version 3 for about a week).

Posts 1956
Donovan R. Palmer | Forum Activity | Replied: Mon, Nov 16 2009 9:26 AM

HansKrause:
Good idea, Donovan, except that I lose the freight costs x 2 which amount almost to the price of a crossgrade

Good point. When you put it that way, I'd be very surprised if no one at Logos would do you a good deal. I'd give 'em a call and tell them your situation.

Posts 8660
TCBlack | Forum Activity | Replied: Mon, Nov 16 2009 9:29 AM

HansKrause:

Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?

Hans, Logos policy in your case has usually been extremely fair and with only a two day overlap - I would wager, based upon my prior experience with Logos that you're particular case would be free.  The ONLY conceivable difference in money might be for the difference between a few resources.  But two days is awefully short.  Definitely call/contact customer support.  I'm certain you'll be satisfied.

 

Hmm Sarcasm is my love language. Obviously I love you. 

Posts 1674
Paul Golder | Forum Activity | Replied: Mon, Nov 16 2009 9:42 AM

HansKrause:
Customer service and sales are on the other side of the globe and difficult to reach because of the time difference.

 

I'm sure emailing them will resolve the issue.

As Bob has said before, if a customer can not get satisfaction from sales or CS, you can talk to him.

I'm sure they will "bend over backwards" for you.

Definitely the best sales and CS I have ever dealt with.

 

 

"As any translator will attest, a literal translation is no translation at all."

Posts 13
Hans Krause | Forum Activity | Replied: Mon, Nov 16 2009 9:55 AM

Did email them twice, Paul, but no response. About the NIV Bibles I have emailed them 5-6- times and tried to get them to act, but a deadly silence came upon all of them after a while. I even missed a once-in-a-lifetime opportunity to boost sales of Logos Bible software through a weekend Bible software seminar. Had to cancel the whole event because they couldn't get the NIV shipping. 100+ Bible scholars and students disappointed!

Posts 8660
TCBlack | Forum Activity | Replied: Mon, Nov 16 2009 9:59 AM

Hans,

Try to email one more time but this time put

INTERNATIONAL CUSTOMER in the subject of your message.  This should speed your service.

Please see Dan Pritchett's post on the matter here: http://community.logos.com/forums/p/4307/34522.aspx#34522

 

Hmm Sarcasm is my love language. Obviously I love you. 

Posts 1674
Paul Golder | Forum Activity | Replied: Mon, Nov 16 2009 10:01 AM

HansKrause:

Did email them twice, Paul, but no response. About the NIV Bibles I have emailed them 5-6- times and tried to get them to act, but a deadly silence came upon all of them after a while. I even missed a once-in-a-lifetime opportunity to boost sales of Logos Bible software through a weekend Bible software seminar. Had to cancel the whole event because they couldn't get the NIV shipping. 100+ Bible scholars and students disappointed!

Did you email both CS and sales? They have both been overwhelmed the last couple of weeks, so there may be some delay.

They do read all emails.

I'm sure once they read this post, someone will contact you.

 

"As any translator will attest, a literal translation is no translation at all."

Posts 2845
Forum MVP
Ted Hans | Forum Activity | Replied: Mon, Nov 16 2009 10:08 AM

HansKrause:

Just flabbergasting to find out that just two days after ordering Gold 3 Logos releases version 4 and charges the same price for the upgrade as they charge for the Gold 3 package. In other words I need to pay the double price for Gold 4, because I ordered two full days too early!?

Not the first time Logos is being unfair, but certainly the worst so far

I would give Logos a call. Use the international number, it works for me.

Ted

Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ

Posts 2744
Bohuslav Wojnar | Forum Activity | Replied: Mon, Nov 16 2009 10:58 AM

Ted Hans:

I would give Logos a call. Use the international number, it works for me.

Ted

Always I call I do it through the regular number. I never use 800 number since it is not free from Europe. I got through almost  immediately and waited for the person I needed for less than 10 minutes. It was in the first days of Logos 4. I the past I called Logos many times and always got excellent service. The same with emails.

Bohuslav

Posts 2845
Forum MVP
Ted Hans | Forum Activity | Replied: Mon, Nov 16 2009 11:26 AM

Bohuslav Wojnar:

Always I call I do it through the regular number. I never use 800 number since it is not free from Europe. I got through almost  immediately and waited for the person I needed for less than 10 minutes. It was in the first days of Logos 4. I the past I called Logos many times and always got excellent service. The same with emails.

Interesting, for me the 800 875 6467 number is listed for USA/CAN on Logos. While the 08712181700 is listed for the UK. Is there another number that shows up when you Log into the Logos website? 

Ted

 

 

Dell, studio XPS 7100, Ram 8GB, 64 - bit Operating System, AMD Phenom(mt) IIX6 1055T Processor 2.80 GHZ

Posts 4
| Forum Activity | Replied: Mon, Nov 16 2009 11:43 AM

Hans, if you like, I can have one of our techs or sales reps give you a call at your convenience and see what the best deal we can get you would be. What time would be good for you? You're in Finland, correct?

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