Date/Time: Fri, 25 Sep 2020 04:35:08 +0000
Post From: Requesting interactive remote service.
Sierra Chart Engineering - Posts: 89886 | Ending Date: 2021-04-05
No this is not correct. We waiting for you to let us know if you wanted to proceed with telephone support. This is why we stated the cost and we wanted to know that there was an understanding there was a cost.
And also, it is not part of our standard services to be offering remote assistance support. But this is something that we can do.
In this is not a basis not to recommend Sierra Chart. And now you are wanting to do a chargeback which is an improper procedure and a violation of the terms that you have with your bank.
You need to ask us for a refund first.
And also we received your email and this is our response:
"It is not a case of poor service. It is a case of making a request for something that we charge extra for and we were not sure you wanted to pay for that. Also our time is limited, we want to focus on continuing development of Sierra Chart, and the first thing that we do is try to get the user to help themselves by giving them the documentation, and also an example Chartbook to get started with. We can give you an example Chartbook if we have not done that already.
If you still want remote assistance support please let us know and we can schedule that with you. But there is an extra cost."
So let us know if you want us to help you next week.
If we do not hear from you in two days, we will issue you the refund.
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:
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: 2020-05-24 06:20:18