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I’d be curious to know if anyone else has had the experience of inferior customer service from NinjaTrader, after they have purchased a license. You might anticipate that moving to paying customer status would lead to an enhanced level of service. In my experience with NinjaTrader the opposite seems to be true. I can only speculate that once they have your money from a lifetime license they view you as a captive audience.
I recently had cause to email Platform Support about a problem I am experiencing with erratic and unreliable playback of replay data. My original message on the topic was simply ignored. I then wrote a follow-up 14 days later, only to then receive a flippant response that I was running an out-of-date version of the software and should download it again. This ignoring the fact that I was running exactly the same version as is currently available for download from their web site. The agent notionally assigned to the ticket showed no interest in actually dealing with the substance of the fault.
I’d be keen to know if other license holders have experienced a similar decline in support after they have switched to paid status.
Can you help answer these questions from other members on NexusFi?
Couldn't be further from the truth. I am sorry your experience has not been what you would expect. It is not the norm. I have forwarded this thread to my VP of Customer Service.
Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
I can only go by what I have actually experienced and that which is verifiable through an email trail.
Let's hope your VP of Customer Service will be able to provide a substantive response that goes some way toward repairing the breakdown in trust that this experience has caused.
I have had that happen, I cannot be sure but I believe the problem (for me at least) is that with NT8 if you use the time slider to move to a new time it does not go to the new time instantly but it actually starts to move forward in time at some pace which varies until it reaches the time you specified, this can take a very long time.
I have a lifetime multi broker license with NT and I have to say that their support has always been extremely good. For market replay though I use https://marketreplay.net/
