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SC support, really unacceptable reaction and response!?!?
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SC support, really unacceptable reaction and response!?!?

  #21 (permalink)
Elite Member
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LukeGeniol View Post
I want to bring to the attention of all this thread, which left me perplexed, Tick Data Loading Performance Problem - Sierra Chart

I am very surprised (or maybe not), to the reaction that the support team has had. First of all does not seem they have understood the topic of discussion, replicating with inappropriate post, then they closed the discussion by saying that they can not and will not do anything about it, because for them it is not something to be taken into account, leaving no chance for discussion to customers, which have not said anything wrong, indeed it seems that they wanted to discuss to help you find a possible solution, if possible. This seems not really fair.
What I am really surprised of, is the conduct, and the feeling that they might have felt discredited or something.
What do you think guys?

When I first joined the forum 3 years ago, the tone was not as confrontational. Now it seems they are overworked or tired of the repeating questions. There appears to be one guy who is more grumpy that most, and one that is nicer than most. You'll see a nasty post by Support, followed by another more friendly post by Support.

If you have an issue, it pays bigtime to be courteous with them. And be succinct yet thorough, and number your questions if you have several. Keep it short and sweet; they get overwhelmed easily and won't take the time to read a long post.

Yes, they are engineers but there is no excuse for being curt with clients. It is no more difficult to answer a question with tact than with venom. And I guess they've never heard that you never argue with a customer. A couple of recent posts are over the top for a company that wants to stay in business. The thread they closed is not the first time they've done that on a controversial thread. I have even had one of my posts deleted because they didn't like my workable suggestion, as it was outside the documented procedure. If I didn't like Sierra Chart so well, I probably wouldn't put up with it.

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  #22 (permalink)
Trading for Fun
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I have been with SC for 1.5 years and have been pleased. I have made recommendations and they have actually implemented them to my surprise. Overall, outstanding.

I read the thread on the SC forum, and to be honest when you start off by saying that they have a performance issue that needs to be looked at, it maybe a little harsh vs just saying can you look at this because I am having an issue with..... They probably took it the wrong way and the post, which was very credible, lost that credibility or respect. SC has great support from my experience. As long as you go about asking questions properly then they treat you very well.

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  #23 (permalink)
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Ah yes, being nice paid off, as they fixed the issue. You can now load tick data in a reasonable amount of time. Thanks SC Support & Development, and thanks to Luke for being the bad cop ;-)

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  #24 (permalink)
Market Wizard
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Trader Y View Post
I have been with SC for 1.5 years and have been pleased. I have made recommendations and they have actually implemented them to my surprise. Overall, outstanding.

I read the thread on the SC forum, and to be honest when you start off by saying that they have a performance issue that needs to be looked at, it maybe a little harsh vs just saying can you look at this because I am having an issue with..... They probably took it the wrong way and the post, which was very credible, lost that credibility or respect. SC has great support from my experience. As long as you go about asking questions properly then they treat you very well.

true, they take pride in their product.

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  #25 (permalink)
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Trader Y View Post
I read the thread on the SC forum, and to be honest when you start off by saying that they have a performance issue that needs to be looked at, it maybe a little harsh vs just saying can you look at this because I am having an issue with.....

Yes, but I thought I laid it out pretty well for them without being a jerk about it, and even told them what the problem was (which turned out to be dead on).

I was taken back a bit, when I fire in a helpful thread before I go to bed, then after a few replies by others and support, my thread gets closed before I even get up and check my mail - WTF. The actions were not appropriate. That said, SC rocks!

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  #26 (permalink)
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I have followed the support forum at SC and you really have to give them high marks for the their prompt and honest responses. In general I don't agree with a defensive or un-diplomatic response but with all things considered I would just let it go. It is obvious that they care about the product and in the end appear to make the right decision once the relevant information or truth is known.

After years of first hand experience with the other vendors I would gladly accept this response in contrast to no response at all or worst yet vendor pledges for fixes or enhancements that never see the light of day.

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  #27 (permalink)
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aslan View Post
Ah yes, being nice paid off, as they fixed the issue. You can now load tick data in a reasonable amount of time. Thanks SC Support & Development, and thanks to Luke for being the bad cop ;-)

This is the amazing thing about SC, and this is why they deserve our business. On this particular 'task' there were some big bumps in the road, but the way they fix bugs is outstanding, especially comparatively speaking with others in the industry.

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  #28 (permalink)
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Big Mike View Post
This is the amazing thing about SC, and this is why they deserve our business. On this particular 'task' there were some big bumps in the road, but the way they fix bugs is outstanding, especially comparatively speaking with others in the industry.

I could not agree more. I went over there knowing it was a little rough around the edges, but am absolutely thrilled with SC.

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  #29 (permalink)
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tomgilb View Post
I have even had one of my posts deleted because they didn't like my workable suggestion, as it was outside the documented procedure. If I didn't like Sierra Chart so well, I probably wouldn't put up with it.

The post you referred to, was deleted by the customer first. Not by us. And the customer was frustrated and apparently gave up. We have to look at the post again, but after your post, the user just deleted the entire thread. And then we restored it and once we understood what they wanted, we gave them the proper straightforward solution. And we didn't want additional information to confuse the new user, and that is then why subsequently we removed that particular posting. We know it's important to deliver clear understandable responses.


We do deal with a high volume of advanced questions and sometimes abusive customers.

One thing that is important to us, is we do not have anyone inexperienced answering questions. Yes, we are engineers and sometimes it can be difficult dealing with certain postings and you may see that reflected in our responses. We always do our best, but we are still humans. If you look at all of our responses, what is discussed in this thread very few and far between. There was a misunderstanding with what Aslan described, and we went through great lengths to explain there was not an issue through a video based on our understanding of what was being presented. And then there was another posting about the same problem, that we could not identify and we were wondering why what we posted was being completely disregarded. A scenario that sometimes develops on message boards is that one user posts a problem and then other users follow and start to say they have the same issue, when it's something completely different. In the end, we did understand the issue and it's not a common configuration that brings up the problem.


Quoting 
Keep it short and sweet; they get overwhelmed easily and won't take the time to read a long post.

Yes it's good to keep a posting short. However, we will read a long posting if it's in the category of something we provide support for. However, the problem is that if it is very long and complicated, there will be a delayed response because we have to find the time to review it and understand thoroughly.


Last edited by SierraChart; February 3rd, 2011 at 03:52 PM.
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  #30 (permalink)
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SierraChart View Post
The post you referred to, was deleted by the customer first. Not by us. And the customer was frustrated and apparently gave up. We have to look at the post again, but after your post, the user just deleted the entire thread. And then we restored it and once we understood what they wanted, we gave them the proper straightforward solution. And we didn't want additional information to confuse the new user, and that is then why subsequently we removed that particular posting. We know it's important to deliver clear understandable responses.


We do deal with a high volume of advanced questions and sometimes abusive customers.

One thing that is important to us, is we do not have anyone inexperienced answering questions. Yes, we are engineers and sometimes it can be difficult dealing with certain postings and you may see that reflected in our responses. We always do our best, but we are still humans. If you look at all of our responses, what is discussed in this thread very few and far between.

One of the things I like most about Sierra Chart is its flexibility. The suggestion I posted (that was deleted) was an example of that flexibility, and one that I personally use. Maybe it was my suggestion that caused him to give up. Hopefully not, as I was just trying to be helpful.

I do appreciate that you do not have anyone inexperienced answering questions. And I marvel at the posts of some users who expect you to be helpful after they've just been abusive. When that happens, "a gentle answer turns away wrath...".

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