This post has been selected as an answer to the original posters question
Nothing is perfect. Do you like the platform? If so you'll have to give them a wide berth on other issues perhaps. But I caution against burning bridges... unlikely to help in long run... might try to resolve it privately first.
If it isn't worth the trouble, then dump the platform and move on. When I woke up to this one day (not with Sierra, for the record) I simplified my life If the platform is worth the headache, then not much you can do but encourage them to improve in a manner they will be receptive to hearing or discussing.
Want my help or input? 1) Please don't PM me, instead make a post on the forum. 2) In your post, mention me by typing @Big Mike.
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I just find it somewhat shocking Mike. And I honestly don't understand how pointing out that someone else is being a jerk makes me a jerk. It makes as much sense as the rest of the logic in the thread, i.e. that a problem caused by setting study defaults is somehow a user error and not a software error. In the past I became very frustrated with a multitude of NT problems and on more than one occasion I was a jerk to those guys even though they always treated me with respect. I reflected on my behavior and have modified it accordingly. That said, at the very least I was the paying customer, not the company selling a product. All in all, I think I have handled myself pretty well. Your point is well made, but SC Support needs to reflect on their behavior and I have no problem with pointing that out, regardless of the outcome.
the polite support must be on vacation, even my post to tell one guy where to go for a prerelease got deleted. At least he pm me to say thank he is a new customer and just not familiar with SC upgrading process.
I have read the thread and the other replies here at BMT.
I am new to SC and have not had any contact with customer relations.
You asked a question: "Do they need to learn some manners?"
If you really meant it as a question and not a statement then here are my thoughts, trying to be fair to both sides and impartial to this:
If sending a chartbook is simple then that is what I would have done (even before being asked for one). It takes time to send pictures and I know from reading journal threads here at BMT it is often frustrating and time consuming trying to match up what the person was saying with the pictures.
My guess is that the technical support person was frustrated with himself wasting time trying to decode pictures. I am sure he will in future reply with a person ignoring his request for a chartbook with:
"Thank-you for the pictures. Could you please send a chart book?"
You started inflamming it with the use of trigger words/phrases (see blue below).
If I was in customer support I would have just replied to all your questions
"It is our policy to request a chartbook before addressing specific chart and programming questions.
We would be pleased to look at your question then."
And I would have kept repeating over and over - no matter what you sent. If you were not willingly to comply I wouldn't spend any time on it.
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.
FWIW when I read the support thread you linked to I thought you looked like the one on the short fuse ;-), 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.
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.
We never called anyone a jerk and under no circumstances would we ever and have we ever used that term.
At the time this thread was started here, the latest post was #7 in the referred to thread on the Sierra Chart Support Board. At that point we already identified the problem and spend significant time on it and responded to the user. It was with the Use Alert Condition From input. This is neither user error or software error.
We spent a lot of time understanding what was written and looking at the images and did not want to spend any further time on it because there's only so much time we can spend on each support request. Also, while something is clear in your mind, you have to understand when we have thousands of customers each with their own specialized kinds of things they work on, there is only so much we can understand and spend time on.
After our Post #6, we started to receive negative comments that were not accurate and doesn't consider our perspective of things.
We don't know what behavior you are referring to. At post #6 we identified the problem and reported it.
And sometimes we wonder with comments like this, whether it's even worth taking the time to help someone. Respectfully, we feel starting this thread, your e-mail complaint to us, and the subsequent comments that were made, are out of bounds. And our response to your e-mail complaint was in regards to the negative commentary we were receiving. We believe that you and us are both equal players here. Neither side is right or wrong. We don't operate from the belief that the customer is always right. We are mutual partners/players. Each having to respect each other. We have to have respect for you and you need to have respect for us. Neither side is weaker or stronger than the other. It is a level relationship.
There are two points we clearly acknowledge:
1. You are definitely not going to understand the software as well as we do and you may need to ask for help from time to time.
2. We may not have been very clear about the problem with the input setting. But we do have documentation which explains it clearly and we should have linked over to it. However, you could have asked us more about that input. We just definitely did not want to spend further time looking over images, a chartbook, and the specifics of what you are doing.