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Date/Time: Sun, 08 Sep 2024 00:23:58 +0000

Post From: Can Sierra Chart Support be more...supportive??

[2023-08-13 19:49:40] Link To Thread - Link To Post [Go To First Post]
rondawes - Posts: 39
I've used SC and NT for several years. As such, I've posted my share of questions here and read responses to many, many questions that others have posted. Various ramblings and personal observations in no particular order: - Almost always my questions have been answered within a few hours, sometime within minutes. - I've seen many times people ask a question that with about 1 minute of research, they would have had the answer without posting. Most of those times, they received a polite answer and link to where the answer was in the online documentation. Those types of questions would drive me nuts. - SC is very opinionated that almost always the problems are not their fault. Most of the time this is accurate but not always. I have seen them relent and admit fault and then quickly address the problem. - I have seen them offer solutions to problems that I've never had personally so I presume they found the problem themselves or from some other user's issue. - There are a lot of posts where the user blames SC for either an issue they caused themselves or some issue beyond SC control. As a support person, I'd get frustrated with that. - As far as Ninja support goes, I've had and read many tales of other users where NT support is useless. Things go into black holes, never to be addressed again. I'd rather have the attention of a support person who was unconvinced of the issue but was open to listening than have a "We'll look into it and get back to you." and never respond beyond that. - I do know that IB has had a reputation of having data that was "thin", i.e. using it for tick charts, footprint charts, volume profiles, was unfeasible because it was not a complete data set. It's OK for time based charts. I could see how SC would not want to deal with the problems from users who attempt to use it for purposes it's not suited for. - SC support has gotten "nicer" in recent times, i.e. more patient. - Your milage may vary......