You get some of that in just about every customer service/technical service related help with software or hardware. The reps are accustomed to dealing with a whole spectrum of people....they get everything from the absurdly dumb questions to the people who know more about their systems than they do.
But you're right, they need some training and refreshment in how NOT to assume that it's the customer's ineptitude that's causing the problem. They need to not take it so personally and realize that all sophisticated programs have bugs.
The correct response would have been "we'll try to replicate it and get back with you."
Whenever I have a problem, I find it's always better to phone in and describe it over the phone so they can walk with me hand and foot. That way, it's a technical rep that's reporting the issue to the tech geeks and not a customer.
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I agree regarding Sierra support needs improvement. They offer a fee based support which works out to a cost of $0.50 per minute in which they will answer questions and demo directly on your computer through the screen share Team Viewer. If you are struggling this is a very fast way to get up to speed. I have used it several times for about 10 minutes each time, so the fee is not exorbitant. I reccommend that you write down your issues and e-mail them to www.sierrasupport.com in advance of your one on one meeting so that no time is wasted.
I wish Sierra would get its' act together and start making short video's demonstrating all the functionality of the platform. I have switched from a Tradestation platform to Sierra and I really do like the Sierra, although the Sierra learning curve is a long and lonely road. Hope the above helps.
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I've noticed that they don't get upset at people so much as they get upset at certain problems. In this case, it was something that they included against their better judgement. Other things, seem to be tick data, trend lines, and almost anything to do with the IB API.
They have a good product. It seems with their support you actually get a techie not just someone they hired to type the standard answers to peoples posts.
Unfortunately, with techies customer relations isn't their long suit. We had a brilliant head programmer who was also head of customer support. If you asked a question without sufficient technical information he would quack at you like a duck. He said thats what your question sounded like to him, Come back when you could ask better questions.
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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