I do not understand what all these people complain about. E-signal is not perfect, but its advanced charts features are very good. I use E-signal for charting and not only for data feed. I experience some problems like anybody would do with any products out in the market. I think E-signal is a better product than AT financial or Realtick. All I want are clear and easy to read charts and drawing tools along with reliable data feed. That is what I get from E-signal. However, I agree with people saying that Live Support seems pretty trivial. Representatives really piss-me off sometimes just like many other customer support services out there.
Jay, Another suggestions for you regarding the alert function. It'd be nice if the alert will constantly repeat itself until deactivated. That way if I am away, or if the eSignal application is covered by another, the alert will be more easily seen and heard. -- ITZ
Thank you for the feedback. We are constantly evaluating and evolving our offerings. A European version of the Basic package is something we are considering to be added in the future. For reference, here is a list of our current price matrix. First off, I apologize if I came across as insulting. My intention was to help, not insult. We certainly understand that calling Europe for off-hours support is not always desirable, but it is there in a pinch. As an alternative to phone support, we also have many other methods to contact our support team discussed previously on this thread. For reference, a list of these can be found here. I believe the fact that we have been posting shows we have been listening. Not many companies have there VP and Pres. respond to users in such a public fashion. My hope is that this message is conveyed... we are listening, and are doing our best to serve our clients' needs.
Nice way to spin it, you guys care so you are responding. It can't have anything to do with a bunch of irratated traders vocally pummeling your poor customer service on a public forum that you advertise on? It can't be that you guys want to put out a fire before a bunch of customers spend their money on other products and tell 1000 other traders why they dumped esignal for something else, could it? Allright, that was probably mean and uncalled for. I, as an esignal customer, am happy that I finally do have contact with you and a president here to help with problems. Thank you for doing so. As far as your pricing matrix, cool link, but I have seen it and it still doesn't answer why I can't get the Eurex feed on the basic equity package as an add on. And thanks for the link to email UK. I am sure that will be responded to next time in a timely manner when I have another problem, preferably within the few hours the problem is happening. By the way, when we email problems that have to do with quotes being slow, etc. if the support isn't going to answer right away while the problem is happening, there is no reason to humor me with an answer 12 hours later. Maybe you need to light a fire under your support staff on these latency issues?
I will have to agree though, that esignal needs to have 1-800 support. At over $1000/year for what most of us pay, you need to include 1-800 support. Removing 1-800 support was an error. Agree too that shift focus to having better trained chat service reps vs adding new features, would be a priority. The people manning the chat support seem to be minimally trained. Area for improvement. New features are great, but make sure the backend is exceeding customer needs as well. (Suggestion: do internal random audits). Overall esignal's the best quality charts/data program available and I thoroughly enjoy using it 5+ hours/day for years as I have, and will continue to use it and heartily recommend it to all active traders. I would not trade without it. Period. There's always room for improvement - in all of our businesses (I need to speed up my shipping times for media, for example, still an area for improvement for us). That's a good thing about these ET forums, eg as long as we keep it constructive, helpful, it will help all vendors improve their service and value to the trading community .. I'm very impressed with esignal's reliability, precision and quality of charts and data. I have tried everything, esignal continues to impress me the most, it's my core trading tool that I trust. Everything else feels clunky in comparison. Esignal is a scalpel. It works great. Ken
Thanks for the reply Jay. You are correct that it is rare for the "higher ups" to mingle with the individual customers and I appreciate that. I'm glad to hear about the historical data. Will this include all data products (such as the Forex symbols) or only domestic products?
In the T&S window, is there any means to adjust colors so that ALL prints at the bid show up as red and ALL prints at the ask show up as green. The default is that the first print at either shows up that way, but all subsequent prints at the same number show up as blue. That's useless to me since it quickly scrolls off the screen of any liquid futs contract (like the ES) and I can no longer tell what it's the "same as". That is, I can't tell if all those blue prints started with one at the bid or started with one at the ask. Sure I could grab my mouse and scroll back until I hit a green or red print, but that's a lousy solution in a fast moving market. It would be so much easier if I could simply always see if the prints are going down at the bid or ask, just by looking at the color. Thanks.
This was something I was looking for also. Currently there is no way to do this. It's the first T&S screen that I have come across that doesn't allow this.
This will include all intraday data products including all European futures, Forex, and any other exchanges we have carried since Feb. 2003.