Support Board
Date/Time: Thu, 28 Nov 2024 16:35:40 +0000
[Locked] - Responding to Nonsense Postings
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| [2023-04-16 20:11:50] |
| Sierra_Chart Engineering - Posts: 17204 |
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We do not usually take the time to do this because our focus is on producing top quality software which is always under continuous improvement, streamlining our services, offering new services and functionality, rather than wasting time to responding to the nonsense. We want to take the time to respond to some of the nonsense here: https://www.trustpilot.com/review/www.sierrachart.com We are not going to respond in that thread. We could care less if there is no response there. People can post whatever they want anywhere they want. It does not matter to us. But we are going to maintain order and control and actual facts here. The Sierra Chart Support Board and our tickets are not a place for you to post whatever you want. If there are things which you are saying that are false and you are being argumentative with us, intentionally trying to put us down or demeaning to us, with no basis in fact, or abusive with us, we will delete the posting or the thread as necessary. And as necessary we will also do a temporary ban. This is maintaining proper order and avoid wasting time responding. This is extremely uncommon that we do this but we will do it as necessary. Regarding this: Worst customer service I've ever seen.
I've found a couple of REAL bugs and posted them on the support forum. Every single time they have said it's "expected behaviour" even though it has made no sense at all. I'm a developer, trader and have made my own trading software also. I definitely know what is a bug and what is not. When I've tried to fight back a little to get the bugs fixed, they have deleted the threads and banned my account from posting for some time. We are fairly sure, what particular thread that was about. The customer was making reference to this particular Volume by Price Input: Volume By Price Study: Draw Mode They wondered why when using a draw mode of: POC, VAH, VAL Lines Only They could not see the future extension lines for the value area and point of control. This is because the future extension lines are not drawn using standard Study Subgraphs. With that particular Draw Mode only the standard Study Subgraphs are drawn. For some background, the reason that particular Draw Mode was added many years ago was so that the Volume by Price study could function identically to the Volume Value Area Lines study and allow users to take advantage of all of the different Period Types which are available with the Volume by Price study and not available with the Volume Value Area Lines study. So we explained this is just simply the standard behavior and they kept persisting again and again and again that there was a "bug". We explained that there is no bug. This is just how it is designed. Ultimately what they want to do is not display the Volume profiles but display the extension lines. For example they want to have them extend until future intersection but not see the volume profile. So what they were looking for is a new setting with this input: Volume By Price Study: Volume Bars Draw Method Then they go off on a tirade, where they claim there is a bug, that Sierra Chart, has some kind of nineties design, and we are not a keeping up with the competition, everyone is going to the competition, which is actually the opposite users are leaving our competition and coming to Sierra Chart. They were argumentative with us, and demeaning to us. And saying all kinds of things which were just simply not true. The thread was deleted by us. We were not going to take the time to respond to that and we do not need that nonsense posted. And the account was banned for two or three days because we did not need all of these repetitive postings coming back to us polluting our board. You have to understand our perspective. We have to maintain operational control and not get abused by a particular user, polluting our message board. Now the thing is we did actually add a new setting to that Input named: "Blank". This will accomplish what they want and is in newer releases. So we still are meeting users needs. So as you can see, this is not the case of poor customer service. It is simply, a demanding user who claims that a feature they want that does not exist is a "bug". Rather than simply doing a feature request which we struggle to keep up with because we have so many of them, literally hundreds and hundreds of them. This is not simply a case where the user was right with the way they were communicating to us or what they posted on that Review site. They are completely in the wrong and being completely arrogant towards us. By their very own admissions, they claim they were trying to "fight" with us. So you can see that they are admitting to the basis, for the thread deletion. Gradually we will respond to the other nonsense on that review site. We really do not care about sites like that. Sierra Chart gets reviewed through trading forms. But we wanted to bring attention to this particular post. We provide very good support as anyone can see on this Support Board. It is there for everyone to review. When senior engineering is not involved, and a problem is not well understood, sometimes there is not a completely accurate answer given but when we catch on to that we will make the correction. And you can also see all of the good comments here: About Us: User Comments These are all unsolicited comments. We get lots of good comments and we have not even updated that section recently. The simple fact is, that Sierra Chart is so far beyond, the competition when it comes to performance, functionality, and features. We provide high-quality order routing direct to the CME and direct data feeds. There is simply no match whatsoever to the competition and we are doing this cheaper than everyone else. As we said customers are leaving the competition and coming to us. It is true, that there are many services we have phased out. The most recent ones are TT and FXCM trading. We are focusing where we can do best and putting our resources on enhancing the most used services and functionality. 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, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2023-04-17 07:34:26
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