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Important issue with the Ninjatrader 8 platform and team's attitude


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Important issue with the Ninjatrader 8 platform and team's attitude

  #1 (permalink)
 Ates 
Istanbul / Turkey
 
Experience: Master
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Hi everyone

I would like to share the issue i had with Ninjatrader today and i will tell you the attitude of the Ninjatrader team. I have also posted the same topic to their forum.

I have a small account in my Ninjatrader brokerage account. Today I have shorted MES 06-19 and added 1 more. At 20:25 GMT+3 time, i have moved my stop-loss to 2833.25. Price hit that level but did not fill. After 5 minutes, i moved my stop to 2830.25 to stopped out in profits. It didn't work! Nothing happened. My stop did not trigger. It was right there and Ninjatrader could not stop my order.

I have tried to move it again but it was not working. I was in profit something around $20. As I said, it's not a large account. And suddenly, i saw that my trade was stopped out at 2833.25 (by -$12.50 loss). However, it was not. You can see the proofs attached.





But wait... This is not the worst part....

I have sent an email to support team. They have asked me to do some regular things like, rebooting pc, checking internet connection and etc. I could see prices were moving btw. I told them; this is not my problem and asked to refund including the profits. After that; Patrick (he claims he's the Platform Support Team Lead) replied to my email and wrote some explanations. He also wrote same regular things.

I just wanted to ask directly to get a direct reply and sent this email:

Me:

Quoting 
And do you mean you are going to fund my account? Can you just answer this please before i go any further.

Patrick:

Quoting 
Hello Atilla, I've answered your question directly in my previous message. Please see the highlighted portion of my previous message

Me:

Quoting 
Are you going to refund or not?

Patrick:

Quoting 
Hello Atilla, Thanks for the reply. My statement is very clear — we do not provide compensation for any reason. We will not be refunding your account. Please read my previous email

Me:

Quoting 
Ok i am going to share all screenshots with your softwares bugs in forums. Your own forums and others. I am assuming you are not going to delete it. Also tell me how can i wirhdraw? Also i am going to open a chargeback request for my life-time license. So now all you can do is to tell me how can i withdraw my money. That could be a million dollar! Thanks

After this email, Patrick stopped responding my email and someone called Chris responded and he DECIDED TO CLOSE my brokerage account:

Chris:

Quoting 
Hello Atilla, Thank you for the note. NinjaTrader's no refunds policy is stated in the terms of use provided upon the installation of NinjaTrader and during the purchasing process. I have included our refunds policy below: url I have sent your request to close your NinjaTrader Brokerage account to the brokerage team.

Me:

Quoting 
You can not close my account. You don’t have rights to do that. You will keep it opened. But i will withdraw my money. Ah btw, try the best you can please. You know you are being mean now!

And here's someone else's reply:

Quoting 
Hello Atilla, Thank you for your Account with NinjaTrader Brokerage. Please be sure to read the entirety of this email. To close your account you can withdraw all the money out of the account at the following link on the website: url -US wires ($30) -International Wires ($40) -Checks ($0 w/Dorman - $4 w/Phillip) Please fill out the form and where it asks for additional comments type in "Close Account" then select submit. Type the word "Balance" if you are unsure of the amount in your account. IMPORTANT: If you have Leased the NinjaTrader software and no longer want it renewed, please contact platformsales for information on how to cancel the auto-renew lease. You may also reply to this email requesting the cancellation of your Lease and we will ensure it is done for you. Let us know if we may be of further assistance.

Me:

Quoting 
I am not going to cancel my account. I will withdraw the balance!

-----

They think they are number #1. They don't take any responsibility of their bugs. Software is slow and buggy. We all know this. As I stated in my email, this could be a million dollars. I don't care if they refund $20 or not. What I care is; that could be thousands or millions of dollars. This is finance thing. They must be responsible of their bugs.

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  #2 (permalink)
 
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Your negative experience with NinjaTrader is extremely concerning to me. I have responded to your identical post in the NinjaTrader Support Forum.

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  #3 (permalink)
 
KillerJukeBox's Avatar
 KillerJukeBox 
Dublin
 
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hope you get this figured out. any possibility its latency related?

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  #4 (permalink)
 
MiniP's Avatar
 MiniP 
USA,USA
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did you send ninja your log of what was currently going on in ninja? They should be able to look at what you had selected before hand. Also MES is 2 or 3 weeks old I would expect some issues with it.

Now I do find it weird that an explanation was not given on to why this happened. But on the other hand you should of called the second you didn't get a fill on the first s/l.

@NinjaTrader
thoughts on the possible cause of this issue?

In ninja's defense Patrick is good at what he does and has helped me out a handful of times

curious to see if the cause is figured out because like you stated this could of been 100 cars or something like that.

-P

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  #5 (permalink)
 
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MiniP View Post
did you send ninja your log of what was currently going on in ninja? They should be able to look at what you had selected before hand. Also MES is 2 or 3 weeks old I would expect some issues with it.

Now I do find it weird that an explanation was not given on to why this happened. But on the other hand you should of called the second you didn't get a fill on the first s/l.

@NinjaTrader
thoughts on the possible cause of this issue?

In ninja's defense Patrick is good at what he does and has helped me out a handful of times

curious to see if the cause is figured out because like you stated this could of been 100 cars or something like that.

-P

Customer had a loss of connection and thus was unable to modify their order.

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.
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  #6 (permalink)
 dk27 
Europe
 
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Everything would be frozen if connection was lost, now price was moving but the user couldn't modify the order.


NinjaTrader View Post
Customer had a loss of connection and thus was unable to modify their order.


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  #7 (permalink)
ycomp
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dk27 View Post
Everything would be frozen if connection was lost, now price was moving but the user couldn't modify the order.

I think you're making a simplistic assumption here.. it's possible (likely) different servers are used for getting chart data and placing orders

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  #8 (permalink)
 binaryduke 
London UK
 
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ycomp View Post
I think you're making a simplistic assumption here.. it's possible (likely) different servers are used for getting chart data and placing orders

...and there can be a buffer of tick data remaining that the charts will process until such time as the data is exhausted.

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  #9 (permalink)
 dk27 
Europe
 
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User internet connection is one pipe, no matter how many servers you are connected to, if it's down, all servers are down unless there is issue in Ninja side which they wouldn't admit and blame the user.


ycomp View Post
I think you're making a simplistic assumption here.. it's possible (likely) different servers are used for getting chart data and placing orders


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  #10 (permalink)
 dk27 
Europe
 
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I know, it exhausts pretty quickly.


binaryduke View Post
...and there can be a buffer of tick data remaining that the charts will process until such time as the data is exhausted.


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Last Updated on June 6, 2019


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