Can't take it anymore...  [SOLVED]

Questions about MCFX and MCFX Data Feed.
Guest

Can't take it anymore...

Postby Guest » 13 May 2007

I have had problems with the price feed or servers every week since I signed up 2 months ago. I haven't had a week without a problem yet. Just last week they said that they fixed the problem, but here I am again without charts. I still havent' recieved a user name and password for this forum, lol... I requested that over a month ago.

They have 8 hours of customer service each day, but they have 24 hours of problems. It will be over 10 hours before anyone at MCFX even knows that there is a problem..!!

It's time to bail out. If my broker has these problems I would have left over a month ago. It's too bad, I really really like these charts....

farmer
Posts: 13
Joined: 17 Nov 2006
Location: Michigan USA

  [SOLVED]

Postby farmer » 14 May 2007

tssupport, As stated above I really like these charts also but until these data problems are fixed you need someone there around the clock, this is starting to drive customers away and if this starts getting mentioned much in the different trading forums around the net its going to be an even bigger problem to get new customers. So please consider it. I trade for a living and there is enough pitfalls to worry about without constantly worrying about the tool you use to make your living. I really like your people and your charts but Im running out of excuses to tell myself on why I shouldnt be looking for something different.

Guest

disapointed

Postby Guest » 14 May 2007

I am just a few days with mcfx, the platform is nice, but whatever is not reliable cannot be used for trading. this is a business and not a game.

If the targeted audience are non-traders, then I must have gotten something wrong.

What sense does it make to have redundant power supplies, ups, systems, redundant internet access, redundant brokers, if a simple charting isn't available ?

:cry:

yosnappyj
Posts: 112
Joined: 14 Feb 2007

Postby yosnappyj » 14 May 2007

I really like your people and your charts but Im running out of excuses to tell myself on why I shouldnt be looking for something different.
Let me add my agreement. The situation is crazy - and I'm beginning to think I must be crazy to have persevered for so long. I'm actively seeking alternatives.

Guest

alternatives

Postby Guest » 14 May 2007

some of the charts I used..

e-signal : expensive but proper charting, never experienced an outage
mt4: depends on the broker, small live acct usually beter feeds
interactive brokers : very good feed, free for customers, but only basic charting
vtrader : perfect charts, price usually lagging by 1 sec and reflecting the broker's spreads, very powerful re studies. FREE (demo doesnt even expire) - if you open a minimal live acct (200$ or so) charts will also work over weekends and are pretty reliable
TS: need to check what drawdown their charts have over mcfx, does anyone know if they support point-chats ?. with only 10 future contracts traded per month they are even free.

any other experiences ?

Guest

Re: disapointed

Postby Guest » 14 May 2007

I am just a few days with mcfx, the platform is nice, but whatever is not reliable cannot be used for trading. this is a business and not a game.

If the targeted audience are non-traders, then I must have gotten something wrong.

What sense does it make to have redundant power supplies, ups, systems, redundant internet access, redundant brokers, if a simple charting isn't available ?

:cry:
Yep, as I sat at home watching a movie tonight ( because I couldn't trade, no charts) wondered the same thing. I have spent 4 or 5k on back-up technology. Everything from power to IP's, but without charts it's pointless. Doesn't MCFX understand that this is a 24 market..? If the $39 -$79 isn't enough to provide 24 tech support then freakin charge a little more..!! It can't be that hard to keep the data feed running..!!?

I take my trading very seriously, I wish that TSSupport was just as committed. I can't understand why a forex charting company wouldn't offer 24 hour tech support...!!!???

User avatar
Kate
Posts: 758
Joined: 08 Dec 2006

MCFX server is down

Postby Kate » 14 May 2007

Dear Customers,
Today the hoster of our MCFX server informed us that their servers had been subjected to a hackers' attack that's why our server is temporary down.

The ETA of restarting the server is not less than 2 hours.

We convey to you the apoligies of our hoster and ask you to please be patient - this will help us to go through this affliction together successfully.

Guest

sla ?

Postby Guest » 14 May 2007

Kate,

bad things happen, but may I ask what kind of redundancy you have built into the data servers, hot-standby, warm-standby etc ?

A main goal (of both sides) should be "setting the expectation right"
for you from a selling perspective, for us from a customer perspective.

if it takes you 8 hours to notice the outage and then an other 2 hours to get the servers restarted - is this the SLA you offer ?

As discussed in previous posts - trading is a business, with this SLA I sadly have to step away from the service as I cannot rely on it.

Thanks .

User avatar
Kate
Posts: 758
Joined: 08 Dec 2006

The server is up and running

Postby Kate » 14 May 2007

Dear Customers,
By joint efforts of our brilliant technicians and our host's staff the MCFX server has been restored and is up and running now. For the moment being we advise you to set the program to work on the port 8000 (FXCM)

Guest

questions not answered

Postby Guest » 14 May 2007

Kate ,

instead of praising the troubleshooting, could you please give a statement in regards to the previous questions, this has by way more impact to a futher client-relationship than needing almost a full day to restore a service.

thanks.

Guest

Re: questions not answered

Postby Guest » 14 May 2007

Kate ,

instead of praising the troubleshooting, could you please give a statement in regards to the previous questions, this has by way more impact to a futher client-relationship than needing almost a full day to restore a service.

thanks.
I am the original "guest" that posted this thread. I think that TSSupport knows what "needs" to be done, but for some reason they are unwilling to do it... and if it truely was a "hacker", then that doesn't say very much for their "hoster". I use a retail hoster ( IX hosting ) for my lame newbie web sites and they never drop or get hacked..???

I just don't get it, it can't be that hard to keep things running..??? I had e-signal for almost 2 years and I didn't have 1 single problem. How can TSSupport continue to have problems weekly..????!!!

It sounds like we have some very talented programmers using MCFX, maybe TSSupport should let them "host" the data feed....?!! I know very little about programming and data streaming, but I bet that even I could do a better job than this................

Guest

Re: questions not answered- GUEST II writing

Postby Guest » 14 May 2007

Kate ,

instead of praising the troubleshooting, could you please give a statement in regards to the previous questions, this has by way more impact to a futher client-relationship than needing almost a full day to restore a service.

thanks.
I am the original "guest" that posted this thread. I think that TSSupport knows what "needs" to be done, but for some reason they are unwilling to do it... and if it truely was a "hacker", then that doesn't say very much for their "hoster". I use a retail hoster ( IX hosting ) for my lame newbie web sites and they never drop or get hacked..???

I just don't get it, it can't be that hard to keep things running..??? I had e-signal for almost 2 years and I didn't have 1 single problem. How can TSSupport continue to have problems weekly..????!!!

It sounds like we have some very talented programmers using MCFX, maybe TSSupport should let them "host" the data feed....?!! I know very little about programming and data streaming, but I bet that even I could do a better job than this................
hi original guest, it's guest-II posting here.. :D

i agree with your statement, but the problem is not only the hoster and the great job in fixing something which could have been prevented to happen...

I was using e-signal as you did..by far a larger company and thus target of hackers than the webhoster " www.fastservers.net" where tssupport is hosting the servers; as i said - as a backtesting tools it's great, and if the charting would be combined with a company attitude to "serve" the clients which expressed in the statement "setting the expectations right" - it could be a really really great venture and chart supplier !

Don't get me wrong, i like the charts much - but this seems to me like marketing done by technical specialists.

guys and gals from MCFX - do it right..with all the aspects needed to be professional, and you will become no1 in the forex charting market. Please pass that on to the most senior marketing or sales you have.
Do it the way it is currently, and you will remain where you are and sadly loose all traders really trading and relying on charts.

guest II

Guest III

Postby Guest III » 15 May 2007

Hi All,
Thanks for the input. I was kinda looking around for a new charting package and stumbled on this site from FXCM. I had my credit card in hand and had a question. There Tech Support closes at 2:00pm...... what nonsense is that. 1st Red Flag. Then I had no choice but to go to the forums.

Boy I am glad I did. Thanks for the enlightenment on all the problems. I'll stay where I am at. Same price every month and very dependable support that answers the phone. Ensign Windows... check them out.

This is a business, not a hobby. Would a pilot get in a plane if he knew it was going to stop running....NO.

User avatar
terminal7
Posts: 143
Joined: 14 Dec 2006
Location: Ohio, U.S.
Contact:

Re: questions not answered

Postby terminal7 » 15 May 2007

Kate ,
instead of praising the troubleshooting, could you please give a statement in regards to the previous questions, this has by way more impact to a futher client-relationship...
This is so classic! After months of following forum discussions I've learned that TSS support reps are quite good at dodging important issues, redirecting conversations, or simply not responding for what seems like ages. I think all of you have a ligitimate gripe on the limited tech support coverage TSS offers (I've wondered about it myself), but it will probably take a concerted and focused forum campaign to get anything done about it. At least, that's been my experience with other issues. So be persistent and patient and you might get something accomplished.

guest 1

Re: questions not answered

Postby guest 1 » 15 May 2007

Kate ,
instead of praising the troubleshooting, could you please give a statement in regards to the previous questions, this has by way more impact to a futher client-relationship...
This is so classic! After months of following forum discussions I've learned that TSS support reps are quite good at dodging important issues, redirecting conversations, or simply not responding for what seems like ages. I think all of you have a ligitimate gripe on the limited tech support coverage TSS offers (I've wondered about it myself), but it will probably take a concerted and focused forum campaign to get anything done about it. At least, that's been my experience with other issues. So be persistent and patient and you might get something accomplished.
Yes, but it just seems like a bunch of crap. We shouldn't have to "beg" for good customer/tech support, lol... It might not be such an issue is problems weren't so frequent, but this has been occuring weekly..!

Why don't they let us provide our own data, and not charge us for that option..!? that sure makes sense to me. I just can't take it anymore..!!!! Arrrrrrrrr :x

guest II

Re: questions not answered

Postby guest II » 16 May 2007

Kate ,
instead of praising the troubleshooting, could you please give a statement in regards to the previous questions, this has by way more impact to a futher client-relationship...
This is so classic! After months of following forum discussions I've learned that TSS support reps are quite good at dodging important issues, redirecting conversations, or simply not responding for what seems like ages. I think all of you have a ligitimate gripe on the limited tech support coverage TSS offers (I've wondered about it myself), but it will probably take a concerted and focused forum campaign to get anything done about it. At least, that's been my experience with other issues. So be persistent and patient and you might get something accomplished.
Yes, but it just seems like a bunch of crap. We shouldn't have to "beg" for good customer/tech support, lol... It might not be such an issue is problems weren't so frequent, but this has been occuring weekly..!

Why don't they let us provide our own data, and not charge us for that option..!? that sure makes sense to me. I just can't take it anymore..!!!! Arrrrrrrrr :x
I agree fully and took consequences.
guest ii


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