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Does Sierra Chart Support need to learn some manners?
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Does Sierra Chart Support need to learn some manners?

  #51 (permalink)
Elite Member
philadelphia USA
 
Futures Experience: Intermediate
Platform: TOS, Sierra Chart
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Sierra Chart - Support Team

I see they haven't changed their manners in more than a year. Yes, I encounter the same thing on more than one occasion in the 6 months. I really do wonder if they are techies or just people hired to do a search and provide a link?

On occasion you will have someone respond with an intelligent answer and also a link to read more on the subject. Most often all one gets in response is a link - hello - if you understood the link in the first place, you won't be sending in a question.

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  #52 (permalink)
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Nicolas11's Avatar
 
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Dealing with Sierra Chart support forum indeed is really a very specific experience.

I think that the point is that we are talking directly with the platform coders. They are overwhelmed. They are reasonably client-oriented in their development of the platform, but... not really in the answers to the forum.

When they assess that the question is not relevant for them, they may be quite tough.

But, other times, when they think that the point is relevant for them, it is... paradise for the user:
- very detailed explanations from them about the way SC internally works
- instant update of the documentation
- update of the software within 2 days

I have experienced both.

I am not defending them.
I have already been completely upset by the way they answered me as if I was a stupid programmer.
After it impacted my moral during one full evening, I decided to let it go.
SC is a great platform, but there is a price to pay both in $$$ and in politeness of the support.
Two sides of the same coin.

Nicolas


Last edited by Nicolas11; August 30th, 2012 at 06:04 AM.
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  #53 (permalink)
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Nicolas11 View Post
Dealing with Sierra Chart support forum indeed is really a very specific experience.

I think that the point is that we are talking directly with the platform coders. They are overwhelmed. They are reasonably client-oriented in their development of the platform, but... not really in the answers to the forum.

When they assess that the question is not relevant for them, they may be quite tough.

But, other times, when they think that the point is relevant for them, it is... paradise for the user:
- very detailed explanations from them about the way SC internally works
- instant update of the documentation
- update of the software within 2 days

I have experienced both.

I am not defending them.
I have already been completely upset by the way they answered me as if I was a stupid programmer.
After it impacted my moral during one full evening, I decided to let it go.
SC is a great platform, but there is a price to pay both in $$$ and in politeness of the support.
Two sides of the same coin.

Nicolas

@nicolas

I understand how you feel.

Decades ago .... the head of our programming department temporarily managed the tech support dept also... it was a disaster... if the techs didn't ask "Good Enough" questions he would quack at them like a duck... he said that's how their stupid questions sounded to him ....but he was a brilliant programmer...

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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  #54 (permalink)
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I only contacted sierra support once, and it was yesterday - I had a bug to report.

The answer from them was prompt and they immediately identified and acknowledged the issue.

Today the fix has been included in build 898.

I am very impressed with them - they are competent, responsive and precise in their communications.

--ktrader

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  #55 (permalink)
Trading for Fun
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From my background, this thread sorta amazes me. Probably beating a dead horse, but I'd like to give my 2 cents.


The platform + support you receive for 20-45 dollars a month is astounding. I have asked them numerous questions, and sometimes they are curt. I just stay on them and they end up answering my question. I dont take it personal. Seems to me its a bunch of overworked programmers over there. They may not like answering remedial questions, but they still answer them. And lets me honest, they receive A LOT of questions that are remedial. I am as guilty as any, I am not a programmer.

I have paid, and do pay, a lot more than Sierra for additional platforms I use that have worse service. When I had Prophet X I hated DTN's help desk. They didnt know anything and it was impossible to talk to someone actually programming the software. That was 200+exchange fees/month for charting only. I have CTS and while I like their platform, they pretty much tell me 'they are looking at changing that for future updates, but have no timeline' most of the time I go to them with something I feel is lacking.

If you want stellar service its available: Pay for CQG IQ. Someone in the US will spend hours with you in the middle of the night teaching even the most basic parts of their platform. Hell, when I had Thomson Reeters one (a BB Terminal competitor, I think they since changed the name) they sent you to Asia at night. CQG IQ is also 800 a month + exchange fees if you dont use a broker, + other ancillary add ons that much cheaper services offer for free. Its costs money to have exemplary service and a great platform in this business.



Hope this shed some light. I know a lot of people around here stick the cheaper options, and may not have experience with more expensive platforms. You cant have it all. Also, I know this doesnt sound like it should matter, but the guys who turn 10 or 20k lots a month, arent the guys calling help desks. Half of them can hardly use a PC. Even the younger guys that can work PC's and turn those lots usually use 10% of what the platform offers, but want the best, fastest, and most importantly the most stable, so they pay for it and dont really care. They arent digging into the platform and calling for support. So you have to understand, getting the help afforded by Sierra at the price point they offer it at is pretty astounding, at least in my eyes.



Take Care

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  #56 (permalink)
Market Wizard
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Infinite View Post
I have been with SC for almost a year. The Support people are nice enough and Always get stuff done. For $45 per month how nice do you want them to be. They have 100's of questions posted by lazy people who don't know how to dig and find out simple directions(THIS INCLUDES ME TOO, BTW)

So I think they are wonderful and unbiased!

I share the same sentiment. I didn't always agree with Anthony, but over time I see his approach very fair and brutally honest. Brokers who offer their platform should learn it as well and not just send every customer to their support.
We (well, John from my team) knows it inside and out and he took the time to learn it to support guys.

Matt

PM with any questions about optimusfutures (800) 771-6748 (561) 367 8686. THERE IS A SUBSTANTIAL RISK OF LOSS IN FUTURES TRADING.

Last edited by mattz; July 25th, 2014 at 12:02 AM.
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  #57 (permalink)
Trading for Profit
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Sierra Charts support is excellent.
Their platform is far superior to the competition in that price category.

It is difficult to use the others now that I am getting used to Sierra.

None of that freezing up stuff with memory leaks and whatnot.

Great product with great support.

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  #58 (permalink)
Market Wizard
Sarasota FL
 
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Nicolas11 View Post
Dealing with Sierra Chart support forum indeed is really a very specific experience.

I think that the point is that we are talking directly with the platform coders. They are overwhelmed. They are reasonably client-oriented in their development of the platform, but... not really in the answers to the forum.

When they assess that the question is not relevant for them, they may be quite tough.

But, other times, when they think that the point is relevant for them, it is... paradise for the user:
...
Nicolas

I am not currently using SC, but from what I have read elsewhere on futures.io (formerly BMT), I have become interested in it.

I got on this thread almost by accident, and read a few posts. It seems that there is a general feeling that the product is great, but support can be iffy.

This post by @Nicolas11 made a lot of sense to me, in understanding what may be the situation. That heartened me, and my interest in the platform is still intact. Thanks to all for the info.

Bob.

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  #59 (permalink)
Market Wizard
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bobwest View Post
I am not currently using SC, but from what I have read elsewhere on futures.io (formerly BMT), I have become interested in it.

I got on this thread almost by accident, and read a few posts. It seems that there is a general feeling that the product is great, but support can be iffy.

This post by @Nicolas11 made a lot of sense to me, in understanding what may be the situation. That heartened me, and my interest in the platform is still intact. Thanks to all for the info.

Bob.

I want to explain: Sierra is not iffy support. They do their best with the resources they have.
The entire team is pure programmers, and they put all their efforts back into making a good software.
They don't run banners, expansive ad campaigns, etc so in my opinion everything goes back to the software.
We have found that as a broker that utilizes SierraChart, we also need to learn the software. This makes a better user experience for the trader when a broker can answer questions.

Matt

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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  #60 (permalink)
Market Wizard
Sarasota FL
 
Futures Experience: Intermediate
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mattz View Post
I want to explain: Sierra is not iffy support. They do their best with the resources they have.
The entire team is pure programmers, and they put all their efforts back into making a good software.
They don't run banners, expansive ad campaigns, etc so in my opinion everything goes back to the software.
We have found that as a broker that utilizes SierraChart, we also need to learn the software. This makes a better user experience for the trader when a broker can answer questions.

Matt

I think that was part of what I was trying to say.... Mind you, I was just trying to distill what I had read on the thread, but part of the point I had in mind was that I understood how some people might find the support experience difficult, because support was being done by the programmers. (Disclosure: I am a programmer -- that's why I understood it .)

But I also wrote that I was heartened to read the post by @Nicolas11, who gave me the programmer explanation, and who also said that at times, their support could be "paradise for the user."

Now, hearing from you that the entire team is programmers, actually is more heartening.... that means no marketing guys, right? Good idea.

In any case, thanks, Matt for the additional info and perspective on the platform.

Bob.

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