Bronks, We did send a reply to your last reply out exactly 16 minutes after we received it. The exact message is: ------------- Iâm sorry to hear about your frustrations. If you can provide us with your phone number and a good time to call tomorrow we will give you a call and jump on your computer to do remote assistance. -------------- I will send you via PM the entire email since I removed the addresses etc. so it would not be public on the forum. I suspect what happened was that the email was trapped by a spam filter or, for some other reason unknown to me, it just never reached you. Our inbound means of support is electronic but outbound is administered either electronically, via telephone, remote assistance or any combination of the above. Regarding our support model, its very simple. For an extremely high % of our support cases, we find it most efficient to administer support electronically, in the other cases, we get on the phone and or access our users computers to resolve an issue. This approach allows us to get our users the fastest response possible and makes economic sense which translates into a low cost of access to our software.
Ray, I never received that email. Strange as that is I would probably never have written this diatribe as it perfectly states what I would expect. It is funny how THAT particular email went missing and I received all the others. If those types of things happen, then another confirmation email should be sent out. I guess we'll never know what happened huh? Rats. Thanks for the inquiry.
Ninja hung up for me 2x this week as well - i missed NQ going from 1840-1870 in a blink of the eye because my system locked up - and again Thursday night late - i was short 10 e minis and had to keep calling the trade desk - ridiculous - kept getting the error message - login failed (10004). This is my first week with NT and going out 2x in 5 days is not a good start - hope this isn't a normal occurance.
ninja has gotten big enough that its time to have some type of phone access. ninja is the same price as stategy runner and other sofware packages and they all have phone support.even some of the brokers i have talked to that use ninja are pissed off they don't have phone support.
A 10004 failed instruction according to Ray is a Zen-Fire connection issue. http://www.ninjatrader-support.com/vb/showthread.php?p=19019 We'll never know since everyone's so quick to be dismissive, pass the blame and refuse to aknowledge issues of lost opportunities, and money if in a losing trade. One's left to wonder how data-feed or terminal connections fair in black box server automated trades. Right. They don't lose money in their own accounts. The same quality in architecture and reliability isn't an unfair expectation. But since it's just a phone call and an e-mail and not someone red in the face three feet from them having just lost n amount of money due to downtime, you can expect a disingenous but albeit calm reponse for the sake of HR's recording resulting in nothing more than a blow off.
when i finally got AMP on the phone and got them on my system they said it was a firewall issue - who the F@ck knows - but being out 2x in 1 week cost me alot of $$$
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So you JUST start using NT and within the first week you are trading 10 lots??? So you LOGGED ON and then later had a disconnect with a failed LOGIN message??? I am sorry people, but you have to FULLY understand the complete OPERATIONAL side of any new trade platform software you use (while trading minimum size until you have a personal track record with your new set up). You have to make sure your computer systems are properly functional with any new software you use.....I would NEVER trade anything but 1 lots until I had at least 3 to 4 weeks of PERFECT operations. BTW, have you attended ALL the free platform operational training provided by NT??? There are TOO MANY variables when you go with new brokers and new platforms (that you do not have experience with yet) to be trading anything other than one lots until your NEW platform has a track record of proper performance on YOUR computer systems. Airbus did not throw 500 passengers on their first A380 the day they rolled it out of the box......THEY tested it first. Trading is serious business and when you use "shoot from the hip" operational mentalities YOU WILL GET BURNED!!! PLEASE.....TEST and VERIFY all new trading system operations FIRST on your systems before you LOAD UP.....common sense!!!
BTW......my NT systems are ROCK SOLID and I can't remember the last time I have had any problem what so ever.