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NT7 support experience - need help !
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NT7 support experience - need help !

  #21 (permalink)
Elite Member
Prague, Czech Republic
 
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mattz View Post
No, they don't sucks. They are not perfect, they are not a match for everyone, but they don't definitely suck.
They have given my customers A+ service and for our auto execution for certain systems they have been awesome.

mattz - that is just my opinion. nt7 is far from perfect as other platforms are. there is no perfect one. however nt7 is really unstable and has a lot of problems and therefore you nedd a customer service. here we are getting to the point - their sucks! you are waiting and waiting and after that you get a general answers like "reinstall ninjatrader, reinstall operating system, buy a new computer". there is a competiton and i had a chance to compare customer service from others (linnsoft, sierra chart, multicharts, etc.). it is simply not to compare!
someone has mentioned old telecom cs. it is really like that. maybe you get a better service from them as a broker, but most of us do not.
therefore, that really sucks!

rani

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  #22 (permalink)
Membership Revoked
 
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yes it's true

you can only email them during usa office hours

there is no number u can call

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  #23 (permalink)
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i know it is offtopic (sorry mike), but i really have to highlight cs from linnsoft (investor r/t). it is something needed to be experienced. not only they perfectly understand their software and therefore can give you exact anwer, their response time is like in minutes. not only they always help, they usually do it for you (i.e. code the custom indicator). even in case the mistake on your side, they still help (not make you an idiot). especially their chad payne is a master! i think it is a smaller operation than nt (probably with smaller user base), but nt cs should get some serious training from them

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  #24 (permalink)
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max-td View Post
i asked multiple times now for someone to have a look at my PC - after over 6 hours emails with these folks - they are not willing to do this.

max-td,

I am sorry for this experience. It is is our company policy that if someone requests a call or a remote login that we accommodate our customer immediately. I have no excuse as to why this did not happen and I will take immediate action to work to resolve your issue and follow up with Kyle to understand why the ball was dropped so it will never happen again.

If you could private message me your ticket #, I will have this reassigned immediately to another tech.

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  #25 (permalink)
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redratsal View Post
Generally speaking you are correct, problem is that they use the same persons for general and technical support; they should filter questions and direct them according to the sender's experience and level of the request. Under my experience with NT and point of view, an issue should be solved within few hours but this is the time it takes them (if you are lucky) before they understand your question, for a day trader this is not acceptable. Also, they do not listen to any kind of suggestion to improve the product.

Free market and competition will likely and hopefully change things.

This is not accurate. We have 20+ people in our customer service facing roles that all provide technical support at varying levels and have different competencies including level II support for escalation. You say that this issue should have been resolve in a few hours and I disagree...It should have been resolved in minutes. That is our goal, to resolve issues in minutes and most of the time, that is the case.

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  #26 (permalink)
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Fat Tails View Post
I have XP as well, it automatically changes. @max-td has the correct system time, but the historical data loaded from Zenfire has false time stamps. Last week the time difference between EST and CET was 6 hours, today it is only 5 hours. However, for whatever reason his NT7 installation converts historical data from Zenfire by using the old 6 hour difference from last week. 9:00 AM New York time becomes 3:00 PM CET, although it is only 2:00 PM CET here.

Then during one hour, the chart will not store real-time data, because it has already stored the historical data.

If I think about it, I have had one similar problem, when I changed my system time while NinjaTrader was running. But I guess that it was my fault to change system time without closing down NT first.


max-td,

Several years back when the US changed its Day Light Savings policy, XP came out with a patch to address this issue. Just hitting some bushes here....but are you up to date on XP patches? I just checked our support queue and could not find anyone else reporting this same issue yesterday or today.

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  #27 (permalink)
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Fat Tails View Post
I have XP as well, it automatically changes. @max-td has the correct system time, but the historical data loaded from Zenfire has false time stamps. Last week the time difference between EST and CET was 6 hours, today it is only 5 hours. However, for whatever reason his NT7 installation converts historical data from Zenfire by using the old 6 hour difference from last week. 9:00 AM New York time becomes 3:00 PM CET, although it is only 2:00 PM CET here.

Then during one hour, the chart will not store real-time data, because it has already stored the historical data.

If I think about it, I have had one similar problem, when I changed my system time while NinjaTrader was running. But I guess that it was my fault to change system time without closing down NT first.


NinjaTrader View Post
max-td,

Several years back when the US changed its Day Light Savings policy, XP came out with a patch to address this issue. Just hitting some bushes here....but are you up to date on XP patches? I just checked our support queue and could not find anyone else reporting this same issue yesterday or today.

max-td,

I have researched this further and the issue is localized to your PC. The problem is that as NT loads historical data, the time zone conversion is not correct since your PC is not taking into account the recent change in day light savings. This is either since your PC is not up to date with the correct XP patch that addresses this problem OR maybe there is some windows setting in XP? I am not sure about the latter but I will forward to my IT manager and ask him to research the correct patch and if there are any user settings that can be tweaked.

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  #28 (permalink)
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NinjaTrader View Post
This is not accurate. We have 20+ people in our customer service facing roles that all provide technical support at varying levels and have different competencies including level II support for escalation. You say that this issue should have been resolve in a few hours and I disagree...It should have been resolved in minutes. That is our goal, to resolve issues in minutes and most of the time, that is the case.

First Thanks for taking the time to answer my post, this should not be the right modus operandi, but apparently futures.io (formerly BMT) is bringing problems on the surface. I do trust you have 20+ people in your CS but my thoughts are based on facts, latest my ticket 444316 which is still unsolved and not understood by the receiver, comunication and problem solving with your customers remain main issues.

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  #29 (permalink)
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max-td,

After further research, it appears that the problem is that you don't have the correct patch that deals with the DST conversion. This is based on the information provided in your trace file.

Your best bet is to run Windows Update but what is important is that you install Service Pack 3 (you are currently on Service Pack 2) and this patch that address the DST issue for 2011 - Download details: Update for Windows XP (KB2443685).

These updates should resolve your issue.

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  #30 (permalink)
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redratsal View Post
First Thanks for taking the time to answer my post, this should not be the right modus operandi, but apparently futures.io (formerly BMT) is bringing problems on the surface. I do trust you have 20+ people in your CS but my thoughts are based on facts, latest my ticket 444316 which is still unsolved and not understood by the receiver, comunication and problem solving with your customers remain main issues.

I will respond to your ticket personally to resolve your case.

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