Robinson ATET Resource Access

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This post has 11 Replies | 0 Followers

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Anthony H | Forum Activity | Posted: Mon, Nov 3 2014 8:01 AM

I have a message into customer service but to date all I've got was the canned response...you know the one, "your book should automatically download without you having to do anything,....search by title or author,...trying entering update resources into the Command bar"...etc.,   all of which I obviously attempted before I bother to contact them.  I'm wondering if it's even out there on the resource servers.

Can anyone access this resource in their L6 library?

Barnabas, Hermas, and the Didache by Robinson, J. Armitage

Found here: https://www.logos.com/product/45752/barnabas-hermas-and-the-didache

I actually purchased it in this ATET bundle:

https://www.logos.com/product/46192/ancient-texts-and-translations-bundle-l

Posts 11433
DMB | Forum Activity | Replied: Mon, Nov 3 2014 8:11 AM

Not sure what you mean by an L6 library.   I bought it a couple days back, and no, it's not available in my library (still on L5).

But I'm comfortable with that.  I just buy titles.   Works like Richter and similar.

EDIT: My humorous mind has run amuck, yet again.  Logos absolutely refuses to let users see their licenses (the only thing they actually own).  But demands users accept gigabyte downloads (to keep everything up to date ... vewy importint).   What if they had a section in your library ... "Books we sold you but you can't have, so just be quiet"?

I'd think it'd be easy enough for the server to say 'woops ... looks like you loose!'

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

Posts 1150
Anthony H | Forum Activity | Replied: Mon, Nov 3 2014 8:23 AM

Denise:

Not sure what you mean by an L6 library.   I bought it a couple days back, and no, it's not available in my library (still on L5).

But I'm comfortable with that.  I just buy titles.   Works like Richter and similar.

EDIT: My humorous mind has run amuck, yet again.  Logos absolute refuses to let users see their licenses (the only thing they actually own).  But demands users accept gigabyte downloads (to keep everything up to date ... vewy important).   What if they had a section in your library ... "Books we sold you but you can't have, so be quiet"?

I made the erroneous conclusion that it was a specifically L6 bundle rather than just a Logos bundle. 

YesI admire your ability to let humor and snarky out of the cageStick out tongue. Mine usual only gets out to soon be deleted from the page before hitting the post button.Big Smile That way people think I'm more amiable...I have a distorted desire to maintain my own illusions.Stick out tongue

Posts 8899
fgh | Forum Activity | Replied: Mon, Nov 3 2014 8:48 AM

Barnabas, Hermas, and the Didache seems to be part of the Classic Studies on the Apostolic Fathers (29 vols.), which hasn't shipped yet.

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

Posts 1150
Anthony H | Forum Activity | Replied: Mon, Nov 3 2014 8:51 AM

fgh:

Barnabas, Hermas, and the Didache seems to be part of the Classic Studies on the Apostolic Fathers (29 vols.), which hasn't shipped yet.

Interesting since it is sold in this bundle with no demarcation of a later delivery date?

https://www.logos.com/product/46192/ancient-texts-and-translations-bundle-l

Posts 11433
DMB | Forum Activity | Replied: Mon, Nov 3 2014 9:03 AM

Oh, fgh, you're killing me.  I have the CSAF on order.  And I bought the same package Anthony got.  Now what. It's certainly not worth getting excited about (other than not reading a book one bought).

I wonder if dynamic pricing takes into account they're selling a resource they don't actually have, but it's included in a CP that the user did order but they don't actually have yet.  I think my comment is properly un-snarkified.

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

Posts 8899
fgh | Forum Activity | Replied: Mon, Nov 3 2014 11:34 AM

Denise:
I wonder if dynamic pricing takes into account they're selling a resource they don't actually have, but it's included in a CP that the user did order but they don't actually have yet.

Since this is the only book in the small version of this bundle that I don't own, I can say with certainty that we don't get dynamic pricing for having preordered it (which we shouldn't, not having paid yet).

Whether we'll get dynamic pricing on the collection after having bought the bundle remains to be seen. I think Gabe or Phil made a post about a similar scenario a week ago, but I can't find it now. 

"The Christian way of life isn't so much an assignment to be performed, as a gift to be received."  Wilfrid Stinissen

Mac Pro OS 10.9.

Posts 1150
Anthony H | Forum Activity | Replied: Tue, Dec 9 2014 8:27 AM

I'm going to vent my aggravation a little bit here with Logos' internal communication and it's trickle down to me as a customer.

In reference to my OP I have been in contact with CS since November 1st. and had made the purchase on October 31st and while I'm no high tech genius I'm also no dullard.

It was implied through SEVERAL emails that the issue of not receiving this resources was on my end. So to accommodate CS after already checking my settings I jumped through all the hoops to assure them and myself to a much lesser extent that all my setting were "as directed" to allow the proper ability to download the resource. I then provided a second set of images of my settings proving that they were set "as directed". In fact I didn't have to change a single setting.

I then did further research and suggested to Logos CS that maybe the resources was not yet available since on one page it said that it was still in development/production and on the bundle page of the product I purchased it said nothing of being in development/production. I was then notified that it was licensed, unlocked and available for download to my account and that it was NOT in development.

Logos then had their weekend tech failures and so I put it on the back burner hoping that after the fallout was cleaned up someone would reply to my last email with the images. I haven't heard a thing since the middle of November so today I sent a reminder email that the issue was still unresolved.

Now I went out to the product page of the bundle that I purchased, the one I'm having problems with the missing resource, and low and behold an asterisk has been added with a blurb about the very resource being "currently in production and will be unlocked when complete".

That was not there before and nobody bothered to let me know about the change.

Now I understand that they were swamped for a period of time with the tech failure.

At the time I felt that a phone call follow up from me would be better served for a later date under the circumstance since they where already under a lot of strain with CS calls and the backlog of emails ( the tech failure affected that service since it was within the shared environment that failed).

Nevertheless in the interim the chances to the website were made and apparently they haven't made it back far enough in the email Que to let me know...that they were mistaken from the beginning since the resource isn't even available yet.

While I'm not going to hold this against them I am aggravated that their level of communication with their customers is at times LESS than stellar. You will recognized that for the most part, all of the communication errors occurred before the tech failure.

So my aggravation is from what I can only attribute to a lack of communication between departments. 

Below you will see a few clipped quotes from some of the emails that state that the resource in question was not in development/production, that it was licensed, unlocked and available and should have downloaded. The "Bolding" of text was at my hand.

Thanks for allowing me to vent a bit. Big Smile

Below was added to the website sometime after Nov. 3rd of my OP:

Email Clipped Quotes:

------

Email form CS Nov. 11.

"Thank you for your thorough response, it’s always helpful to see what is on your screen too.

Now, I can understand your frustration because of the generalized responses.  I hope we can get to the bottom of this.  I do in fact see that you do have the licenses for the Barnabas, Hermas, and the Didache resource.  It was unlocked in another collection you had purchased, and is not waiting for that collection that is still in development. "

Email from CS Nov. 4.

"Thank you for your email and we are sorry to hear that the resource, Barnabas, Hermas, and the Didache, is not showing in your library listing.  In looking at your account, it is showing on your license correctly and is showing as available to download within our system.  Please take another look in your library listing for the resource by its title, author, and publisher.  Make sure that your library is set to search in “All Resources”.  If you are unable to find the resource in your library by its title, author, or publisher then we will need further information about your software installation. "

------

Edited for brevity.

Posts 4163
abondservant | Forum Activity | Replied: Tue, Dec 9 2014 8:36 AM

L2 lvl4 (...) WORDsearch, L9

Posts 1150
Anthony H | Forum Activity | Replied: Tue, Dec 9 2014 9:10 AM

abondservant:

I'm not sure why you posted this, as I stated above this was added sometime after my initial conversations with customer service. I was also told that it was available and that it wasn't waiting on development.

Posts 4163
abondservant | Forum Activity | Replied: Tue, Dec 9 2014 11:09 AM

didn't read it all... its a long thread. I posted because I don't have it either, but according to the website I shouldn't have it yet.

L2 lvl4 (...) WORDsearch, L9

Posts 1150
Anthony H | Forum Activity | Replied: Wed, Dec 10 2014 11:32 AM

I just wanted to acknowledge that this issue has been resolved courteously, respectfully and with additional grace by Wyatt Shedd-Stewart of the Faithlife Support Department.

A very special thank you to the CS department and to Wyatt for being patient with me.

Yes

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