Home >> Support Board

Support Board

Date/Time: Sun, 22 Dec 2024 18:40:14 +0000

How to Post a Message for Support

the refund policy issue

View Count: 1679

[2015-05-06 09:56:07] #1 [Go To First Post]
ganz - Posts: 1048
SC Support I asked you to freeze the usage time but you've taken my ~90$ as the fee to refund the money. It is definitely out of the refund policy. It might be interesting for the community. Let's discuss it in public.

[2015-05-06 10:11:40] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We can assure you this is not the case. The maximum fee is 5 USD and was not actually applied in your case. Part of what you consider the fee is the amount of the previous payment which was not refunded because of usage time already used. And this is rounded up to the next month. Since you have used 1.5 months, it would be considered 2 months because billing is done by the month. And the amount billed for those two months would be the standard price if two months were paid for. So this amount is then subtracted from what you paid originally. And it does not come to 90. The actual amount refunded is -270.00. And you paid 348. We are going to go over the transaction log later today and confirm. Anyway, in your case, we can just refund the full amount. We will make an additional credit. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2015-05-06 10:13:42

[2015-05-06 10:27:10] #3 [Go To First Post]
ganz - Posts: 1048
SC Support Look in to the Transaction Log 2014-04-15 12:04:36 374.40 USD WorldPay - Usage Time Adjustment (372) days at Sierra Chart Package (5). the ending date was 26.04.2015 another 348$ was paid in the March 2015 and the ending date was 02.05.2016 is it clear? :)

[2015-05-06 10:33:24] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
OK yes we see. It is only an honest mistake by the person who did this. This is why said we will go over the log again to confirm. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2015-05-06 10:33:43

[2015-05-06 10:33:34] #5 [Go To First Post]
ganz - Posts: 1048
SC Support Anyway, in your case This is a policy or a calculation issue. "My case" should be not in the first place I believe.

[2015-05-06 10:34:51] #6 [Go To First Post]
ganz - Posts: 1048
SC Support So it should be automated. :)

[2015-05-06 17:01:30] #7 [Go To First Post]
ganz - Posts: 1048
SC Support The issue is still there. Someone keep talking the same wrong details as you started from. Is there any chance for that person to look into Transaction Log ?

[2015-05-06 17:06:32] #8 [Go To First Post]
ganz - Posts: 1048
SC Support Ticket ID: 1430488153994

[2015-05-06 17:08:23] #9 [Go To First Post]
ganz - Posts: 1048
SC Support The Additional Service Balance was not refunded, as it does not expire, and made on 2013-11-13 which is beyond the refund period. Is it a joke ? :)

[2015-05-06 20:25:22] #10 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
It is not possible for us to refund it unless we use an alternative method like paying it back by PayPal. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing

[2015-05-07 03:02:01] #11 [Go To First Post]
ganz - Posts: 1048
SC Support Just leave this info here.

[2015-05-07 05:16:32] #12 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Do you mean you do not want the Additional Services Balance refunded? Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing

[2015-05-12 01:21:13] #13 [Go To First Post]
ganz - Posts: 1048
SC Support I didn't ask you to refund the money - it was your decision to suggest it in my case. So why you're keep asking something? I have nothing to say about that. And the very last note: I have the opinion that your pricing policy is outdated. You say Sierra Chart is being continuously improved and expanded. And we also continuously update the software with various improvements and new features. Therefore, our costs must be covered with continuous payments for the software and services. But this ongoing development is definitely not in touch with customers inquiry. Try asking for user's priorities in your ToDo List and not only your opinion that might be just wrong. Good luck.

[2015-05-12 01:45:34] #14 [Go To First Post]
ganz - Posts: 1048
Another issue with the development policy You don't accept to use 3-rd party APIs but to spend a lot of time for your own spreadsheet and the scripting language. That does not make any sense and logic. Date Time Of Last Edit: 2015-05-12 01:49:08

[2015-05-12 02:17:40] #15 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
But this ongoing development is definitely not in touch with customers inquiry. It definitely is. We are just catching up on a lot of long-overdue work which has been requested over the years. Trading features and also user interface improvements. All of this has been requested by customers. We are also working on support for IG Markets. These are just a mention of a few items. There are so many others. You don't accept to use 3-rd party APIs but to spend a lot of time for your own spreadsheet and the scripting language. That does not make any sense and logic. It makes sense to us. Not really understanding your point here. The main reason for the pricing policy as far as ongoing payments is that we provide data services. And not just software. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2015-05-12 02:47:48

[2015-05-12 06:15:44] #16 [Go To First Post]
ganz - Posts: 1048
It makes sense to us. Not really understanding your point here. I mean you don't want to use and to study a non-standard and new APIs The same happens with traders - a lot of them don't want to study and to use new languages again and again. It definitely is. We are just catching up on a lot of long-overdue work I mean you are developing - the new spreadsheet - IG Markets connector - bitcoin integration - and so on but you didn't ask for how many users really need it and want it in the first place In this case a new feature or service should be developed on your own risk / assets / or you should ask paid customers for how to spend the money.

[2015-05-12 08:01:27] #17 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
- bitcoin integration It probably has been more than a year since we have done any work with Bitcoin and nothing further is planned. The same happens with traders - a lot of them don't want to study and to use new languages again and again. Yes we understand. Sierra Chart supports any C++ compiler and the Sierra Chart custom study interface, is relatively straightforward. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing

To post a message in this thread, you need to log in with your Sierra Chart account: