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Date/Time: Thu, 13 Aug 2020 05:10:02 +0000



Requesting interactive remote service.

[2020-05-21 22:28:22]
User777040 - Posts: 3 | Ending Date: 2020-08-29
Dear Sirs:
I would like to schedule a remote service technician to help me set up a footprint chart with my SC subscription. My understanding is that I need a $36 monthly Service pack 5.

Please let me know how you would like to proceed?

FVelarde
[2020-05-22 14:04:30]
Sierra Chart Engineering - Posts: 88572 | Ending Date: 2021-04-05
Remote assistance support is an extra cost at .80 USD per minute.

We recommend that you go through the documentation here:
https://www.sierrachart.com/index.php?page=doc/NumbersBars.php

There are step-by-step instructions on that page.
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.
[2020-05-23 16:51:35]
User777040 - Posts: 3 | Ending Date: 2020-08-29
Just joined Sierra Charts. Paid them $ 50 dollars several days ago. Then requested phone support that I am willing to pay. They have NOT RESPONDED at all! Highly disappointed in their EXTREMELY POOR SERVICE. AT THIS POINT I WOULD NOT RECOMMEND THEM AT ALL!. WILL BE ASKING MY BANK TO RETRIEVE MY PAYMENT OF $ 50 DOLLARS.
[2020-05-24 06:18:46]
Sierra Chart Engineering - Posts: 88572 | 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.
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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:
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: 2020-05-24 06:20:18
[2020-05-25 11:16:06]
Sierra Chart Engineering - Posts: 88572 | Ending Date: 2021-04-05
We decided to give you a refund because we do not trust you based upon our experience with this type of communication from a user in the very beginning. We do not need this kind of burden or complaints. You will need to use another program.

And we are suspicious, that you may be from a competitor trying to make Sierra Chart look poorly.
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: 2020-05-25 13:14:46
[2020-05-27 01:47:08]
Sierra Chart Engineering - Posts: 88572 | Ending Date: 2021-04-05
This refund has now been issued.
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.

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