Attn: Faithlife, Can You Please Help Me?

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Posts 1770
Rick | Forum Activity | Posted: Thu, Mar 12 2020 12:41 PM

Hi,

On February 7th I emailed customer support that I am not getting any emails. They replied saying they would look into it. Yesterday, I emailed them again asking if they could elevate the case so I could at least get emails concerning my subscriptions. Today's response from them was not to let me know they were taking a deeper look into it, but instead, sent about four generic emails (all the same) with links to my email preferences. I don't think they cared enough to even read my email. It is not a problem with my email preferences, I know how to adjust them.

I have 3 subscriptions (Connect, Journals and BSM). I don't get any emails concerning these subscriptions. For example, I had to request my Connect credit code this year for all of my purchases through last year. Nor do receive marketing emails anymore. 

I will probably cancel at least two subscriptions if I can no longer get emails explaining my benefits, special offers or rewards that I will not know about otherwise.

Can this be remedied?

Thanks,

Rick

Posts 10881
Denise | Forum Activity | Replied: Thu, Mar 12 2020 6:49 PM

Just bumping this, Rick.

And I'm guessing any of those missing emails didn't slip into your junk folder. Just ruling out.

"I didn't know God made honky tonk angels."

Posts 1770
Rick | Forum Activity | Replied: Fri, Mar 13 2020 6:22 AM

Thank you Denise. I did get another email last night letting me know that they tried to do a reset of my email preferences and that maybe I'll start getting emails again within a few days.

Yes, the first thing that I checked was my spam and "Held Mail" folders. I also checked my approved senders and the Faithlife and Logos domains are both approved.

The only thing that I don't have control over on my email provider's settings is the antivirus settings. But, I don't see any reason why they would be getting detected as viruses and deleted before they get to me. Oh well, sometimes things happen and I barely use a couple of the subscriptions anyhow. I might save a few bucks in the long run. I'll probably pull through this. Stick out tongue

Thanks again. Smile

Posts 560
Glenn Crouch | Forum Activity | Replied: Fri, Mar 13 2020 5:16 PM

There are a number of us that have had similar problems - mine has now been for over 2 years - I get all direct emails, Logos Customer Service emails, Blog emails but not my birthday emails, nor any of the subscriptions. I have reported it many times over the years, gone through all the steps with them, basically to be either told that their isn't a problem or that they don't know.

So I email them when I see something in these forums that I missed and they email it to me (and I get it every time!).

I also found some comfort from hearing that others have had the same issue for similar periods of time...

Pastor Glenn Crouch
St Paul's Lutheran Church
Kalgoorlie-Boulder, Western Australia

Posts 1045
JohnB | Forum Activity | Replied: Sat, Mar 14 2020 1:46 AM

Rick:
The only thing that I don't have control over on my email provider's settings is the antivirus settings. But, I don't see any reason why they would be getting detected as viruses and deleted before they get to me.

Just a thought but if it is certain  email providers causing this, it might be worthwhile stating who your providers are in case there is a pattern. Just a though . . . .

Posts 5315
DIsciple II | Forum Activity | Replied: Sat, Mar 14 2020 5:25 AM

I inconsistently get emails from FL, my settings keep getting changed and it is not me changing them.  Their system is flaky and unreliable from my experience.  A very disappointing experience. I can understanding you wanting to cancel your subscriptions.  The product makes it worthwhile persisting with it despite the poor customer service experience you have had in regards to emails. You are not alone.

Posts 1770
Rick | Forum Activity | Replied: Sat, Mar 14 2020 7:13 AM

Thanks to everyone for your replies. It is glad to know that I am not alone. Smile

Glenn Crouch:
There are a number of us that have had similar problems - mine has now been for over 2 years - I get all direct emails, Logos Customer Service emails, Blog emails but not my birthday emails, nor any of the subscriptions. I have reported it many times over the years, gone through all the steps with them, basically to be either told that their isn't a problem or that they don't know.

Glenn it sounds as if we have had the exact same experience. I was told that they reset everything and that the problem was on my end, yet every other email from every other company and person comes through. I try to keep an eye on the forums for alerts that I would miss since I don't get the emails but there are sometimes that I take extended breaks from the forums. It is not very often but I do take breaks sometimes.

JohnB:
Just a thought but if it is certain  email providers causing this, it might be worthwhile stating who your providers are in case there is a pattern. Just a though . . . .

That is a good idea JohnB. My ISP/Email provider has been a smaller company named Comsouth. The have recently been purchased by a larger company called Hargray but my email still ends in @comsouth.net

DIsciple II:
You are not alone.

Thanks Disciple. Yes, it is rather disappointing but I'm glad to know that I am not alone. 

Posts 495
LogosEmployee
Joe McCune (Faithlife) | Forum Activity | Replied: Mon, Mar 16 2020 8:25 AM

Glenn Crouch:

There are a number of us that have had similar problems - mine has now been for over 2 years - I get all direct emails, Logos Customer Service emails, Blog emails but not my birthday emails, nor any of the subscriptions. I have reported it many times over the years, gone through all the steps with them, basically to be either told that their isn't a problem or that they don't know.

So I email them when I see something in these forums that I missed and they email it to me (and I get it every time!).

I also found some comfort from hearing that others have had the same issue for similar periods of time...

Hi Glenn,

I am investigating this further.  I will be contacting you by email.

Posts 495
LogosEmployee
Joe McCune (Faithlife) | Forum Activity | Replied: Mon, Mar 16 2020 9:01 AM

DIsciple II:

I inconsistently get emails from FL, my settings keep getting changed and it is not me changing them.  Their system is flaky and unreliable from my experience.  A very disappointing experience. I can understanding you wanting to cancel your subscriptions.  The product makes it worthwhile persisting with it despite the poor customer service experience you have had in regards to emails. You are not alone.

I would like to see how I can help improve this situation.  I am sending you an email.

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