Poor Customer Service_$1,500 Mistake
In August of 2021, I enrolled as a student at Gateway Seminary. Upon acceptance to the seminary, I was instructed by the school to call Faithlife and order their Logos academic package (Bible software) and because of my school affiliation, I would receive a
30% student discount. I spoke with "Josh" on 08/19/21 and told him that I was recently accepted into the Master of Theological Studies program at Gateway Seminary and the school advised
me to call to order my Logos academic package with a 30% discount. Josh confirmed that the information the school gave me was correct and I purchased Logos 9 Platinum. I am in my sixth semester at Gateway and was given a list of academic resources
to use for my hermeneutics class. My professor informed me that most of them should be included in my Logos Platinum package. When I checked, none of them were included. I scheduled a Zoom call with my professor and to our surprise, he discovered
that I was never given the academic package (needed for seminary work). I was given a Platinum "Reformed" tradition package that did not include any academic base package at all. I spent $1,529 to purchase a package that is useless for academic
seminary work. My professor helped me go over the current Logos packages that are suitable for seminary work and discovered that it would take another $1,575 to upgrade to the correct academic package, the one I should have received originally. I contacted Faithlife and they said that my order was
placed beyond the 30-day return/exchange policy and I had to spend another $1,575 to order the correct package, even though their salesperson did not give me the correct package originally
that the school recommends. I should not have to pay a large sum of money to correct their initial mistake. I don't know anything about their software, the salesperson should have known what academic package the school recommended and directed me to it. He gave me something else that is unusable for
academic work.