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

  #31 (permalink)
Elite Member
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Fair

In fairness I have had one or two crashes with NT but have found them to be responsive and timely - at one stage remotely logging in to my computer to try and track down the problem - which ended up being a third party vendor code!!

I have to say the unsupported areas are too wide though eg ChartControl

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  #32 (permalink)
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NinjaTrader View Post
I will respond to your ticket personally to resolve your case.

Thanks Ray for answering and solving my ticket.

Regards,
Al

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  #33 (permalink)
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first thanks to Ray for some infos here.

so my problem is that i am not SP3 but only on uptodate SP2

and your problem is that, allthough NT-Support checked my trace-files (2 times not only support-person but also the "development")
and saw i am on XP SP2, no one had the idea that my issue has to do with the current DTS wich is related with win Service Packs.

also my first call for further / deeper help via remote or so came early in my 2. email (out of 17! at the end with
no real helpful things ) because i saw that its nothing usual
that works with un- + reinstlling stuff - because no one else had this problem.

the first offer / willingness to help me this way came 6 hour later after i really got angry.
and this offer offered me to wait 18 more hours for this help
(10:30 EST will be the earliest time he can call me)
my ticket was #451073

and this is the main reason why we are not only discussing the technical side here now.

max-td
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  #34 (permalink)
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max-td View Post
first thanks to Ray for some infos here.

so my problem is that i am not SP3 but only on uptodate SP2

and your problem is that, allthough NT-Support checked my trace-files (2 times not only support-person but also the "development")
and saw i am on XP SP2, no one had the idea that my issue has to do with the current DTS wich is related with win Service Packs.

also my first call for further / deeper help via remote or so came early in my 2. email (out of 17! at the end with
no real helpful things ) because i saw that its nothing usual
that works with un- + reinstlling stuff - because no one else had this problem.

the first offer / willingness to help me this way came 6 hour later after i really got angry.
and this offer offered me to wait 18 more hours for this help
(10:30 EST will be the earliest time he can call me)
my ticket was #451073

and this is the main reason why we are not only discussing the technical side here now.

I do agree that NT support are lacking at times. This is the main reason why I left them. But in this case, even though they could have put more effort in, you have to admit that the root cause is due to you not applying required patches on your desktop. You cannot expect NT to provide desktop support. This is like blaming a car manufacturer for issues with the car because you didn't take it for required regular maintenance check-ups. Even though the service might be bad, this is still your responsibility to make sure you are doing what is required.


Last edited by thatguy; March 15th, 2011 at 03:50 PM.
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  #35 (permalink)
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max-td View Post
first thanks to Ray for some infos here.

so my problem is that i am not SP3 but only on uptodate SP2

and your problem is that, allthough NT-Support checked my trace-files (2 times not only support-person but also the "development")
and saw i am on XP SP2, no one had the idea that my issue has to do with the current DTS wich is related with win Service Packs.

also my first call for further / deeper help via remote or so came early in my 2. email (out of 17! at the end with
no real helpful things ) because i saw that its nothing usual
that works with un- + reinstlling stuff - because no one else had this problem.

the first offer / willingness to help me this way came 6 hour later after i really got angry.
and this offer offered me to wait 18 more hours for this help
(10:30 EST will be the earliest time he can call me)
my ticket was #451073

and this is the main reason why we are not only discussing the technical side here now.

max-td,

First, I am glad that we have been able to resolve your issue. All customer inquiries are important to me however, since you have elevated your case in a public forum, in addition to resolving your issue I must also review the entire case history to understand where the wheels fell of the track and how I can learn from it to improve things for the future. That being said, here is my account of what transpired.
You started the following thread in our support forum.

http://www.ninjatrader.com/support/forum/showthread.php?t=39267&page=2

- In post #8, we asked you what OS you were using and if you were current with all updates
- In post #9, you said you were up to date ŕ Although we have learned you were not
- In post #10, we said that we had previous cases of your scenario where users did not install a windows update, we then asked you to double check your PC to ensure there were no updates missing
- In post #11, your response indicated that you would not do this
- This thread continued for 22 more posts at which time we asked you to send in a private message
- We then asked you to send in a private email at which time you did request for us to call you for the first time
- Several emails went back and forth with a second request to call which we replied to immediately and said we could the following day.

In summary…

- We gave you the answer very early on in our support forum (Post #8 through #10) but you insisted that your PC was up to date.
- We asked you to double check your Windows update since we knew that this was a problem in the past and that XP users must be up to date ŕ You refused to check
- When you asked for us to call, we did not respond right away. This was unacceptable, you should have been called immediately and I have reprimanded Kyle for not taking action in line with our company policy.
- However, had you taken our advice early in our dialogue with you, your problem would have been solved and much of your frustration avoided.
- This thread you started is disproportionate to your issue and unfair to my company. I take responsibility for not calling you upon request and have taken action on that however, the resolution was provided within 1 hour of your original forum post and you chose to ignore it.

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  #36 (permalink)
Market Wizard
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NinjaTrader View Post

This thread you started is disproportionate to your issue and unfair to my company. I take responsibility for not calling you upon request and have taken action on that however, the resolution was provided within 1 hour of your original forum post and you chose to ignore it.

Indeed not fair Ray. I have never seen a company like yours that supports so many demo traders for months upon months that don't put a dime in your organization. Customers have the right to voice their opinion and share their experience, But it's outrageous and rude to have a thread named "NT7 Support Sucks!" without any editing to it. Something that has started as a forum to help one another ends up diverting it's attention to anger instead of the bottom line in many cases.

I think brokers that carry your platform have some responsibility as well to help their customers.
They need to be educated prior to promoting it, especially those who claim to have NinjaTrader "experts".
We try our best to help and your team assists us within minutes to resolve issues.

I only hope to grow my knowledge of everything so we can all get along, brokers, software vendors and customers.

PM with any questions about optimusfutures (800) 771-6748 (561) 367 8686. THERE IS A SUBSTANTIAL RISK OF LOSS IN FUTURES TRADING.
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  #37 (permalink)
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My overall experience with NinjaTrader support is quite good. Over 80% of all issues have been quickly resolved, and NinjaTrader support has been responsive and friendly.

There are still some unresolved questions, but these problems are either difficult to reproduce (such as problems with the transition bars between historical and real-time data) or difficult to address.


Last edited by Fat Tails; March 16th, 2011 at 04:46 PM.
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  #38 (permalink)
Trading for Fun
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IMO everything that NT supports they support it well. After following the Ninja Support for a few years it appears to me that most issues are created by the users not the application (see NinjaTrader's post above). The other thing folks need to be careful about is the posted indicators. Before you trade real money with any of them you need to experience how the operate in volatile markets. Not going to call out any particular indicator but I was looking at some code and noticed that the indicator used DrawRectangle thousands of times instead of using override Plot. That is a serious drain on computer resources. Or at least it was for me when I tried going that route.

My issue has always been the need for better documentation and more sample scripts (override Plot primarily) so that I can improve my coding knowledge.

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  #39 (permalink)
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hello Ray,

the title of the thread was a bit to harsh,
i changed it and have to say sorry about that.

in case of the "early provided solution" :

for me XP SP3 always was optional and not required.
my SP2 was updated completely, i checked that, so in my eyes this was OK.

here starts the problem.

maybe i am wrong with seeing SP3 only as optional but for SP3 i never was asked from NT and it wasnt seen as problem from
NT-support when looking in my trace-files .

up to this this point getting the info that SP3 is a minimum Requirement could have cleared and fixed everything pretty fast.

one point to improve things could be to have a clearer list of what
the minimum Requirements for NinjaTrader are or getting clear checklist from support when its coming to the point of checking the system.

you often see it in other software, its not unusual to have detailed infos about ServicePacks and also it happens that SP3 is just optional - see examples :

System Requirements:

* AMD Athlon 64 processor, Intel Pentium 4 or higher;
* OS: Microsoft Windows XP (SP2 required, SP3 optional),
Windows Vista (all versions with SP1 installed) and Windows 7;
* RAM of 1GB or more;

System Requirements:

* Microsoft Windows XP (SP3 required), Windows Vista (SP1 required, SP2 recommended), Windows 7;
* AMD Athlon 64/Intel Pentium 4 processor or faster;
* At least 1GB of RAM (2GB recommended);


over all i think both sides have to see it as a lesson and we both can learn something from this.

max

max-td
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