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Direct MessagesDate/Time: Thu, 02 May 2024 18:20:26 +0000
[Locked] - Another Example of Lost User and Wasted Time over Exchange Policies
View Count: 1183
| [2017-01-25 01:49:18] |
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[1] 2017-01-20 17:52:24 UTC | By : User | Status : Open Hello, I sent 35 USD yesterday via BITPAY, I received the funds and actiaved S5 service for $34. I am still not receivng live data from the Sierra Platform. Please update account status. Thanks *** [2] 2017-01-20 18:44:05 UTC | By : Sierra Chart Support | Status : Open What markets do you need data for or want to trade? For example, what particular futures, Forex or stock symbols. You can also give us the exchanges that the particular symbol or symbols trade on. If you require real-time futures data, then refer to: https://www.sierrachart.com/index.php?page=doc/doc_FuturesData.php [3] 2017-01-20 20:33:11 UTC | By : User | Status : Open i need all cme future symbols, I have loaded up SC data on the platform, but I can no get live data only historical. [4] 2017-01-20 21:23:20 UTC | By : Sierra Chart Support | Status : Open The "Sierra Chart Real-Time and Historical Exchange Data Feed" has not been activated. To activate it, refer to the setup instructions here: Sierra Chart Exchange Data Feed: Setup Instructions You can activate the 5 USD trial: https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#2WeekTrial [5] 2017-01-20 21:58:13 UTC | By : User | Status : Open It says that I have already pad for the $34 dollar plann and I only have 1 USD left. [6] 2017-01-21 20:28:25 UTC | By : Sierra Chart Support | Status : Open You have purchased 1 Month of Sierra Chart Usage Time at Service Package 5, which is different from the Sierra Chart Exchange Data Feed which is an extra cost. Refer to the Sierra Chart Real-Time and Historical Exchange Data Feed pricing here: Sierra Chart Exchange Data Feed: Data Feed Pricing And to the "Understanding Sierra Chart Exchange Data Feed Costs and Automatic Renewal" section here: https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#UnderstandingCost Who is your futures broker? For the reason why we ask this, refer to: Sierra Chart Exchange Data Feed: Understanding and Accessing Data From the CME, CBOT, NYMEX, COMEX Exchanges [7] 2017-01-22 23:04:48 UTC | By : User | Status : Open What is the correct package that I need to purchase for Volume Profile data from the exchanges? I have TD AMERITRADE as my futures broker. I need CME, COMEX, GLOBEX, NYMEX data **** [8] 2017-01-23 16:11:34 UTC | By : User | Status : Open I use TD AMERITRADE THINKORSWIM as my futures broker/service [9] 2017-01-23 18:08:57 UTC | By : User | Status : Open I tried activating my TD Account via the Sierra platform, and it did not allow me to connect. [10] 2017-01-23 18:46:49 UTC | By : Sierra Chart Support | Status : Open When trying to connect to TD Ameritrade from Sierra Chart, we need to see a copy of the Message Log. Below are instructions. If you are having a problem doing something with Sierra Chart, then please copy and paste the ENTIRE copy of the Message Log into your email message or Support Board message. Support cannot help without the Message Log. Sending some of the lines is not helpful. The message log does not contain any private information. Instructions: 1. If the Sierra Chart Message Log is not already open, then select "Window >> Show/Hide Message Log" on the menu to open it. If you still do not see the log after selecting this command, then select "Window >> Reset Windows". The log will be displayed in this case. If not, then select "Window >> Show/Hide Message Log" again. 2. Press the "Copy Log" button on the Message Log window. Do not use the "Send for Analysis" button. Otherwise, the log will not be seen. 3. Move your Pointer to the message area either in the email message, Support Board or Account Support Ticket. 4. Right-click your Pointer. Select "Paste" on the menu to paste it into the message area. THE INSTRUCTIONS ABOVE EXPLAIN HOW TO AUTOMATICALLY COPY AND PASTE THE MESSAGE LOG DATA INTO A MESSAGE. THERE IS NO NEED TO TYPE IT BY HAND. [11] 2017-01-23 19:13:29 UTC | By : User - United States - 32.213.2.215 | Status : Open It says that I am connected to TD Ameritrade, but i do not have live data, it only downloads the historical data. [12] 2017-01-23 20:33:53 UTC | By : Sierra Chart Support | Status : Open This requires that you use the Sierra Chart Exchange Data Feed which is an additional cost. Follow through the setup instructions here: Sierra Chart Exchange Data Feed: Setup Instructions For now until the end of the month the data feed cost is only going to be 15 USD. There is not real-time futures data from TD Ameritrade. They do not provide that. [13] 2017-01-23 20:45:57 UTC | By : User | Status : Open So what am I paying $35 for? if not please refund this credit that I have not used so i can purchase the $15 plan. [14] 2017-01-23 21:15:15 UTC | By : Sierra Chart Support | Status : Open This is what we said below: You have purchased 1 Month of Sierra Chart Usage Time at Service Package 5, which is different from the Sierra Chart Exchange Data Feed which is an extra cost. Refer to the Sierra Chart Real-Time and Historical Exchange Data Feed pricing here: Sierra Chart Exchange Data Feed: Data Feed Pricing And to the "Understanding Sierra Chart Exchange Data Feed Costs and Automatic Renewal" section here: https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#UnderstandingCost You need to pay the 34 USD and you need to pay for the data feed. You need both if you are using TD Ameritrade and you want real-time futures data. [15] 2017-01-23 22:20:55 UTC | By : User | Status : Open Can i hust purchase the exchange data? I thiught the s5 package included exchange data. I onlyneed the 15$ plan [16] 2017-01-23 22:23:35 UTC | By : Sierra Chart Support | Status : Open No you cannot. If you want a refund we can do that but there is a 5 USD service fee for that. You will not get anything for USD15 a month. The total ongoing cost is going to be about 70 USD per month plus exchange fees. [17] 2017-01-23 23:44:07 UTC | By : User | Status : Open So the $34 plus the $15exchange fee, is all I need? [18] 2017-01-24 01:49:12 UTC | By : User | Status : Open Ok please refund the initial amount. [19] 2017-01-24 03:17:42 UTC | By : Sierra Chart Support | Status : Open We apologize for the delayed response. That is just for the data feed and then there is the cost for Sierra Chart itself and there is a discount for Sierra Chart when paying for multiple months. Refer to: Description of Service Packages and Pricing We are working the discount table now. Also the CME exchange fee is only 3.25 USD per month. You do not need market depth data for Volume Profiles. [20] 2017-01-24 03:48:49 UTC | By : User | Status : Open so it is $25 USD plus the $15 for the exchange data? [21] 2017-01-24 16:04:34 UTC | By : User | Status : Open Your customer service lacks quality, as a business you should be catering to your customers. Please refund my order ASAP. Roger [22] 2017-01-24 19:41:23 UTC | By : Sierra Chart Support | Status : Open It is 25 USD per month for the standard service package. 35 USD per month for the data feed and the CME exchange fee is 3.25 USD per month. Market depth data is not required for volume profiles and you do not need to pay the higher 15.75 USD exchange fee. [23] 2017-01-24 19:49:15 UTC | By : Sierra Chart Support | Status : Open Our customer service is *excellent*. The problem is you are not paying attention to what we are telling you and what is already documented. We give you an answer, and then you ask questions which are in conflict to what we told you and what the documentation we linked to already explains. And it is abundantly clear the real problem is you do not want to pay the required fees for the high quality services. And what we are providing is very inexpensive compared to what others are charging. There is not a valid complaint here. Also read the information in this support board thread: About Real-time Futures Data Based upon that, we certainly are not happy with your comments. And we are more than happy if you take this entire discussion thread and post it all over the Internet. Although make sure you post it in its entirety. So everyone can see your questions and our answers. Actually we think we are going to go ahead and publicly post this on our Support Board later today or tomorrow. We will issue a partial refund minus our service charge of 5 USD. Although we are already out-of-pocket about 30 USD from the cost of our support. This is a typical discussion where we have wasted our time over discussions of exchange fees and data and in the end the customer does not want to pay because of exchange policies. Look at it from our perspective. [24] 2017-01-24 20:17:12 UTC | By : User | Status : Open As a customer, I do not appreciate you negative tone. The customer is always right, do not forget that. Your role in this entity is to SERVE and provide an efficient and helpful service to the people that pay you and this company to run. You are not presenting a positive image, when all you can do is send me a link to read when a customer has issues using your platform. If you would have had an efficient service, you would have just offered me what I asked for in the beginning which was for exchange data. Now you lost a customer and left a negative image for the company you represent. You stated that I was able to get a refund, with a $5 service charge. I agree to this fee, please return funds ASAP. Sierra Chart Support Date Time Of Last Edit: 2017-01-25 01:53:44
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| [2017-01-25 04:19:16] |
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Response: As a customer, I do not appreciate you negative tone.
We are only stating the facts. We are giving you the answers but then you are disregarding them. We waste far too much time about answering questions related to market data and exchange fees which we have no control over which relate to policies set and enforced by exchanges. The customer is always right, do not forget that.
We do not agree that the customer is always right. In a highly technical business like ours, and where there are exchange policies which must be followed and understood by *you the user*, for us to follow such a concept like the customer is always right is complete and total insanity and is ludicrous to say the least. Furthermore, the concept that the customer is always right is proven to be wrong as explained here: http://www.inc.com/larry-kim/is-the-customer-always-right-not-a-chance.html Your role in this entity is to SERVE and provide an efficient and helpful service to the people that pay you and this company to run. You are not presenting a positive image, when all you can do is send me a link to read when a customer has issues using your platform. If you would have had an efficient service, you would have just offered me what I asked for in the beginning which was for exchange data.
Now you lost a customer and left a negative image for the company you represent. You stated that I was able to get a refund, with a $5 service charge. I agree to this fee, please return funds ASAP. We did serve you and quoted you the cost of the requested services. The problem is you did not want to pay for them. We are presenting a positive image and we are not going to restate the very well-written and thorough documentation. It makes no sense because we can make a mistake with what we write when we restate it, or provide incomplete information. It is you where the problem is. We did offer you what you want. If we lost you as a customer, that is because it is your decision and because you do not want to pay for the services. You asked for a refund before our most recent comments. We do thank you for your comments. We did offer you the Sierra Chart Exchange Data Feed which provides real-time CME data with the reduced CME exchange fees because you have a TD Ameritrade account. The problem is you just do not want to pay for it. That is the only issue here. Your decision not to use the data feed clearly is because of cost. Also keep in mind there is no one out there who is not a broker or trading service provider who offers a real-time high quality CME data feed and high quality full-featured charting and trading software at lower prices than we do. We are simply only being honest and accurate and that should be appreciated. We would hope you would recognize the real problem is the irrational, and greedy exchanges and their policies which we document here thoroughly: About Real-time Futures Data This is why we are making this public. It is not fair to put the blame on us. We communicated the pricing information to you and you made a decision that you do not want to use the service. We are going to simply tell the truth and make this public. We would hope the real truth becomes clear as to the real problem which is the exchange policies which drive up the cost of market data and make access less reliable. You are not accomplishing anything with your negative comments. This support request only exemplifies our position and why it is, once we sense someone is not willing to accept the costs of the data feed and our services which are very very cheap, that we just have to stop and offer a refund and leave it at that. This is what we did with you. This should be appreciated and held in high regard. Instead you are reversing this around into something which it is not. You need to also understand, we do not earn any money on the exchange fees. We do not earn any money on the 35 USD per month data feed cost. All of that is paid to the data provider and to the exchange. It is not within our interest to go to out of our way to sell this. Other than letting users know this data feed is available. There is no special effort that that we make to sell it. Either the customer is interested or not. We are not going to go out of our way to sell a data feed which we are nothing on. This makes no sense whatsoever. Our time must be spent only productive support and developing our software, not wasting excessive time on pricing questions involving data feeds and exchange fees. We hope this gets reposted everywhere on the Internet. 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: 2017-01-29 19:11:19
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| [2017-01-29 16:46:42] |
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Finally, it is essential that competition, fairness, and openness prevail. And it is for this reason is why we make this information public. And furthermore, there was about another exchange of several more messages with the same user. We could post them here. They follow the very same pattern where we restated the pricing, and then they come back to us, and leave out certain clearly stated components of the pricing and then ask us if the price is a certain lower amount which obviously is not the case because the amount they state is less than what we stated. In the end, it was extraordinarily clear that they simply did not want to pay for the services and we ended up giving them a refund minus our standard 5 USD service fee. This whole support request probably cost us at least USD 50. 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: 2017-01-29 19:08:37
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| [2017-01-29 23:12:06] |
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One thing we forgot to mention is that there is a lower cost data feed option for 25 USD per month. Documentation has been updated here: Sierra Chart Exchange Data Feed: Data Feed Pricing Although this has always been listed in the list box on the page for activating the data feed, where you specify the number of real-time symbols. 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 |
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