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NinjaTrader - Buyer’s Remorse
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NinjaTrader - Buyer’s Remorse

  #1 (permalink)
Elite Member
Bonn, Germany
 
Futures Experience: Beginner
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Favorite Futures: ES, ZB
 
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NinjaTrader - Buyer’s Remorse

I’d be curious to know if anyone else has had the experience of inferior customer service from NinjaTrader, after they have purchased a license. You might anticipate that moving to paying customer status would lead to an enhanced level of service. In my experience with NinjaTrader the opposite seems to be true. I can only speculate that once they have your money from a lifetime license they view you as a captive audience.

I recently had cause to email Platform Support about a problem I am experiencing with erratic and unreliable playback of replay data. My original message on the topic was simply ignored. I then wrote a follow-up 14 days later, only to then receive a flippant response that I was running an out-of-date version of the software and should download it again. This ignoring the fact that I was running exactly the same version as is currently available for download from their web site. The agent notionally assigned to the ticket showed no interest in actually dealing with the substance of the fault.

I’d be keen to know if other license holders have experienced a similar decline in support after they have switched to paid status.

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  #2 (permalink)
Market Wizard
London UK
 
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pcrowley View Post
I’d be curious to know if anyone else has had the experience of inferior customer service from NinjaTrader, after they have purchased a license. You might anticipate that moving to paying customer status would lead to an enhanced level of service. In my experience with NinjaTrader the opposite seems to be true. I can only speculate that once they have your money from a lifetime license they view you as a captive audience.

I recently had cause to email Platform Support about a problem I am experiencing with erratic and unreliable playback of replay data. My original message on the topic was simply ignored. I then wrote a follow-up 14 days later, only to then receive a flippant response that I was running an out-of-date version of the software and should download it again. This ignoring the fact that I was running exactly the same version as is currently available for download from their web site. The agent notionally assigned to the ticket showed no interest in actually dealing with the substance of the fault.

I’d be keen to know if other license holders have experienced a similar decline in support after they have switched to paid status.

May I ask what kind of Market Replay issue you are experiencing, and is this NT7?

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  #3 (permalink)
Elite Member
Bonn, Germany
 
Futures Experience: Beginner
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No, this is NT 8.0.4.0.

The data downloads but when replay is started at x1 speed the time jumps forward randomly (but usually in not less than 15 min increments).

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  #4 (permalink)
Market Wizard
London UK
 
Futures Experience: Beginner
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Posts: 3,058 since Sep 2015
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Thanks, I have seen something similar on NT8. Typically it happens for me when I move from one day to another day. But it can be random.

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  #5 (permalink)
Market Wizard
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Futures Experience: Beginner
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By the way, if you had a poor customer experience why not reach out to NT management and explain your dissatisfaction

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  #6 (permalink)
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pcrowley View Post
You might anticipate that moving to paying customer status would lead to an enhanced level of service. In my experience with NinjaTrader the opposite seems to be true. I can only speculate that once they have your money from a lifetime license they view you as a captive audience.

Couldn't be further from the truth. I am sorry your experience has not been what you would expect. It is not the norm. I have forwarded this thread to my VP of Customer Service.

Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
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  #7 (permalink)
Elite Member
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NinjaTrader View Post
Couldn't be further from the truth. I am sorry your experience has not been what you would expect. It is not the norm. I have forwarded this thread to my VP of Customer Service.


I can only go by what I have actually experienced and that which is verifiable through an email trail.

Let's hope your VP of Customer Service will be able to provide a substantive response that goes some way toward repairing the breakdown in trust that this experience has caused.

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  #8 (permalink)
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pcrowley View Post
No, this is NT 8.0.4.0.

The data downloads but when replay is started at x1 speed the time jumps forward randomly (but usually in not less than 15 min increments).


I have had that happen, I cannot be sure but I believe the problem (for me at least) is that with NT8 if you use the time slider to move to a new time it does not go to the new time instantly but it actually starts to move forward in time at some pace which varies until it reaches the time you specified, this can take a very long time.

I believe that is a very poor design or a bug.

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  #9 (permalink)
Elite Member
Bonn, Germany
 
Futures Experience: Beginner
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Favorite Futures: ES, ZB
 
Posts: 5 since Feb 2016
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Seahn View Post
I have had that happen, I cannot be sure but I believe the problem (for me at least) is that with NT8 if you use the time slider to move to a new time it does not go to the new time instantly but it actually starts to move forward in time at some pace which varies until it reaches the time you specified, this can take a very long time.

I believe that is a very poor design or a bug.


Thanks. It is helpful to get your feedback on this.

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  #10 (permalink)
Elite Member
Perth + WA/Australia, Sydney and Manila
 
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I have a lifetime multi broker license with NT and I have to say that their support has always been extremely good. For market replay though I use http://marketreplay.net/

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