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Date/Time: Mon, 16 Dec 2019 00:52:20 +0000



Trial Setup Nightmare (Not following instructions and what we are telling them)

[2019-11-08 17:11:21]
MecGrp - Posts: 2
I thought I posted this before but I don't see it in the Support Board community, so I'll give it another try.

Hello, I was first very enthusiastic about trying Sierra Chart but this new member Trial Setup has been a nightmare. I have submitted a helpdesk ticket and they have not been helpful at all. I would have thought that Helpdesk folks would be able to look into how you setup your account and tell you exactly what you're missing. But nope! They either have a language barrier or just don't know how to fix my problem. The responses I gotten is very minimum and cryptic and all they send me is links to their not so clear instruction pages.So this has been extremely frustrating to say the least. This does not make me want to join and use their products. But I figure I'll give this community a chance before I give up on Sierra Chart all together.

I have done the first 4 steps on the setup:
Step 1 - download latest software
Step 2 - Create Your Account.
Step 3 - Become Setup with a Data or Trading Service (see attached screenshots)
* I have activated the connection
* Paid for the trial real CME data
Step 4 - Getting Started Tutorial

It's been a week messing with this setup and I still do not get any real futures data!!

Per the helpdesk, I will need to setup and fund an actual trading account if I want to see futures data or pay for nontrading data service. They keep sending me links to "CME Exchange Fees for Professionals and Users Without a Supported Trading Account".... well, am NOT a profession trader.

So I was wondering if there is someone in this community that might have had similar issues and can walk me through what they did.

All am looking for is being able to get real data for "CME with Market Depth for nonprofessional Trading accounts". Which is what I believe i already paid for.
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imageAccountScreenshot2.PNG / V - Attached On 2019-11-08 17:09:11 UTC - Size: 79.65 KB - 16 views
[2019-11-10 05:42:44]
Sierra Chart Engineering - Posts: 79201
You know you really are not paying attention to basic facts which are right in front of you and which we have told you repeatedly in the ticket. You are given a very strong warning before activating one of the CME Nonprofessional fees stating that a funded trading account is required.

And then you write all of this:
What the F@#k does that even mean?

YOU guys set up the trail versions, don't you?

I don't need to setup and fund a trading account for a "Trail" version do I? If I do, then what's the point of a trial version?

I all want to see is REAL data so I can test your product. And believe that is what I paid for (again, see the screenshots)

Why is this so difficult to understand? How do you expect people to join your services/use your products if you can't even set them up with a fully functional TRIAL version?

You are just complaining here about God damn CME market data rules. Why are you complaining to us about these? Can you explain this to us? These are nothing more than a bunch a god damn rules. Refer to:
https://www.sierrachart.com/index.php?page=doc/FuturesData.php#ZeroTolerancePolicy

Anyway, we are going to cancel the data feed because it is just a waste of time and you obviously are not paying attention to the information right in front of you. Now what we recommend you do is just wait a few more days until we have a delayed streaming data feed. You cannot get real-time data unless you activate the professional fees, and those have a free trial and therefore no cost for the first month. We stated all of this in the ticket to you, and all of this is explained in the steps for the data feed. As well as the actual prompts during the setup process.

All of this problem here is why we are very open and say these are nothing more than a bunch a god damn rules. And someone posted that on the Futures I/O site. Thank you! Thank you for posting our statements that these are nothing more than God damn rules and we say that should be repeated a trillion times. Thank you. Look at all of the nonsense and time that we put up with related to this. And all of the time and money wasted here. This is more than insane. And we are doing nothing wrong other than complying with the rules in order to avoid heavy financial penalties from the exchange. Do you understand that? We really deserve an apology here. All we are doing is being very polite here.

They either have a language barrier or just don't know how to fix my problem.
No, the problem is you. This is point-blank nothing more than a false statement by you.

We are extending your trial to give you time to use our upcoming delayed data feed . Check back in about a week.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
[2019-11-12 04:35:02]
MecGrp - Posts: 2
Well, I was warned about CS customer service (or lack there of) but I didn't think it was this bad. If this is how you communicate to woo your potential customers, I wonder how you communicate with the customers who are already on the hook for several hundred dollars for using your product (license, fees, etc). I fear your thinking might be -why bother providing customer service at all if they're foolish enough to be paying you money already.

Yes, that was my response after a week of frustration and 4 encrypted email with just links. You finally took the time response properly. I have attached a screenshot of your response that finally made sense for other users that might have this same question. I am sure that I am not the first nor will be the last with these same questions.
imageSierraResponseRegardingESdata.PNG / V - Attached On 2019-11-12 04:28:12 UTC - Size: 40.13 KB - 34 views
[2019-11-15 05:11:52]
Sierra Chart Engineering - Posts: 79201
We really are being too nice here. Everything has always been explained here:
https://www.sierrachart.com/index.php?page=doc/FuturesData.php

And in the set up instructions for the Sierra Chart Exchange Data Feed as well. And in the prompt before activating a nonprofessional exchange. And also in the table for the list of exchanges.

Now we do have the streaming delayed data feed now available. You just need to update Sierra Chart to the current version which is 2011. Instructions:
https://www.sierrachart.com/index.php?page=doc/SoftwareDownload.php#FastUpdate

We will cancel and credit the real-time data feed on your account.

And to say that there is a lack of support, is particularly untrue and anyone can see that.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2019-11-15 05:52:18

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