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Does Sierra Chart Support need to learn some manners?
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Created: by vegasfoster Attachments:1

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Does Sierra Chart Support need to learn some manners?

  #21 (permalink)
Market Wizard
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SierraChart View Post
Cory, and the user then followed up and said he would send you an image by private messaging. Were you actually going to help them? What if they thought you were acting as Sierra Chart support, and ignored your disclaimer at the bottom. We didn't want a user to take the time to create an image and then send you an image and then possibly you ignore it or not know what to do. That was the problem. And also we just deleted one short sentence of yours. That's all.

i rather you do not delete my post and tell the user what you want to say about my post.

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  #22 (permalink)
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SierraChart View Post
Cory, and the user then followed up and said he would send you an image by private messaging. Were you actually going to help them? What if they thought you were acting as Sierra Chart support, and ignored your disclaimer at the bottom. We didn't want a user to take the time to create an image and then send you an image and then possibly you ignore it or not know what to do. That was the problem. And also we just deleted one short sentence of yours. That's all.

@SierraChart

With all due respect, your company publishes a superior product. The major complaints that I have witnessed come not from a flawed product but from a lack of communication .

Yes you answer direct questions, and yes your explanation to Cory was understandable. However, would it not have been better to send him an email or pm an explanation rather than having to take your valuable time to do damage control after he posted a complaint here?

I have been familiar with your product for many years. It is technologically superior but does have a steep learning curve. Many have commented that the learning curve could be flattened and the burden limited off your support department with the posting of "How To" video's on your website .

Regards,
TMFT

I'm just a simple man trading a simple plan.

My daddy always said, "Every day above ground is a good day!"
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  #23 (permalink)
Market Wizard
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SierraChart View Post
.. What if they thought you were acting as Sierra Chart support, and ignored your disclaimer at the bottom.....

that is a big ASSUMTION right there sounds like you think customers are just a bunch of illiterates.

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  #24 (permalink)
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aquarian1 View Post
Hi Vega

So no I don't think his response was discourteous. I think you got a guy who actually tries too hard to help out his customers and broke his own rule by trying to figure out the pictures. I'll bet you he is young and hard-working and takes pride in his programming knowledge. Once you started to insult him and imply he was lazy.. well game over.

Why did you not want to send the chartbook?

-----------

I simply overlooked attaching it. I responded in that manner because I was offended by the previous post.

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  #25 (permalink)
 Vendor: www.sierrachart.com 
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ThatManFromTexas View Post
@SierraChart

I have been familiar with your product for many years. It is technologically superior but does have a steep learning curve. Many have commented that the learning curve could be flattened and the burden limited off your support department with the posting of "How To" video's on your website .

Regards,
TMFT

We do have how-to videos on our website. When you go to our website, select Documentation >> Instructional Videos. We have had those for many years. However, those are not easy to maintain and our plan is to add more images to our documentation with short descriptions. To make learning the software easier.

Additionally, we are going to create some short webpages with images and short descriptions as instructions to perform common tasks. These are meant to be a replacement to the videos.

There is an Australian magazine that just did a review of our software, Your Trading Edge. There were 3 individual traders who knew nothing about us or our software and they all had excellent feedback. They all found getting started with it rather easy. This is going to be in their upcoming issue.

Some aspects of it certainly will require some study, but getting started really is not hard especially to use the Forex feed that we provide. However, we accept the feedback and we are constantly improving our documentation.

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  #26 (permalink)
 Vendor: www.sierrachart.com 
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cory View Post
that is a big ASSUMTION right there sounds like you think customers are just a bunch of illiterates.

Cory, you are right. In our experience we have to assume that a particular user is not very knowledgeable about our software and our support board. You have to understand that everything at first is going to be very new and potentially overwhelming. It's very important that we respond very clearly with details. We don't always do that that though, but we should always try.

This is why we maintain one support board. So a new user does not get overwhelmed and not certain where to post. It is designed to be very simple with only one place to post.

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  #27 (permalink)
 Vendor: www.sierrachart.com 
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vegasfoster View Post
I simply overlooked attaching it. I responded in that manner because I was offended by the previous post.


Once we got the images, we had a very good sense of what was going on. A chartbook was only confirmation and it was not necessary after the images. And we do respect your time with producing those images and the comments within them. And that is why we took all the time we needed to review them. One thing that we always respect is that when someone takes a lot of time to write a detailed posting and produce images. However, it's also burdensome on us. And this is a situation that is very hard because we don't want to just disregard what someone has posted, but sometimes we just don't have the time/interest to go through all of it in detail, unless there is a good reason.

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  #28 (permalink)
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SierraChart View Post
We do have how-to videos on our website. When you go to our website, select Documentation >> Instructional Videos. We have had those for many years. However, those are not easy to maintain and our plan is to add more images to our documentation with short descriptions. To make learning the software easier.

Additionally, we are going to create some short webpages with images and short descriptions as instructions to perform common tasks. These are meant to be a replacement to the videos.

There is an Australian magazine that just did a review of our software, Your Trading Edge. There were 3 individual traders who knew nothing about us or our software and they all had excellent feedback. They all found getting started with it rather easy. This is going to be in their upcoming issue.

Some aspects of it certainly will require some study, but getting started really is not hard especially to use the Forex feed that we provide. However, we accept the feedback and we are constantly improving our documentation.


When people ask me about your software I give them excellent feedback also, however, having personally used your software and when people like Big Mike post questions asking how to do something in Sierra Charts... I have to agree with the people that say there is a steep learning curve.

That is not meant as a derogatory statement about your company. If your software didn't do anything it would be quite simple to master.

We are not the enemy, we just respectfully suggest a less confrontational approach to interfacing with your customers.

Thank you for making the effort to address the concerns of members of this board!

Regards,
TMFT

I'm just a simple man trading a simple plan.

My daddy always said, "Every day above ground is a good day!"
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  #29 (permalink)
 Vendor: www.sierrachart.com 
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vegasfoster View Post
I sent this email to the address the website indicated would go to management and attached is the response I received.


Quoting 
but this email response is pretty atrocious on their part. If I owned the company and learned of this I think I'd be looking to fire someone.

Let's be clear about the timing of this. When the original message came in, this was after post #6 where we researched and reported precisely what we believed the problem was and it turned out out to be the exact problem. Actually, it was abundantly clear what the issue was. We got it after the users first post. At this time, there were no further messages from us after post #6.

When we actually saw this message and we responded, it was after considerable more information was provided about the issue to the user and we had received some unwelcome statements. At that point there was no need to respond to this and we probably shouldn't have. Although we like to always give a response. And no lower level person would ever be dismissed over the response given considering the negative statements made in the follow-up communication from the user. It is simply improper management to put a customer ahead of respected employee. That is the path to damaging a business seriously and hurting everyone.


Last edited by SierraChart; April 6th, 2011 at 12:05 PM.
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  #30 (permalink)
 Vendor: www.sierrachart.com 
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ThatManFromTexas View Post
When people ask me about your software I give them excellent feedback also, however, having personally used your software and when people like Big Mike post questions asking how to do something in Sierra Charts... I have to agree with the people that say there is a steep learning curve.

That is not meant as a derogatory statement about your company. If your software didn't do anything it would be quite simple to master.

We are not the enemy, we just respectfully suggest a less confrontational approach to interfacing with your customers.

Thank you for making the effort to address the concerns of members of this board!

Regards,
TMFT

The only thing we can say is that we are making more effort to improve, organize and add to our documentation. Mainly through the use of images with simple descriptions. Especially the trading documentation. However, at the moment not much is planned in the area of videos because those are difficult to maintain. We need content which is easy to review for accuracy and to ensure it's up to date.

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