Esignal problems !!!!

Quote from riskarb:

Who pays for an esig subscription through bank wire?
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I do, for years without any problem.
I had problems with a creditcard fraude so i don't want to pay by card anymore.

Is paying by wire transfer a reason to cut off the feed?

I live in Europe, we don't live on creditcards as the americans do.
I pay all my bills cash.
 
Quote from spike500:

Very nice mail, but totally useless.




Don’t get all warm and fuzzy just yet! :D It's nothing more than an impersonal "boiler plate" response. Everyone who contacts <cough> "customer service" gets the very same email.

I agree though, eSignal doesn’t walk the walk the way they talk the talk!

st
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spike500,

As part of the Customer Service management staff, I can say that we take client feedback quite seriously. In fact the mgmt team takes it upon themselves to personally respond to every feedback survey where additional comments are sent. In addition, we have an email address that is dedicated just to escalated situations that our clients may utilize when they feel it is needed.

Without knowing your account information, I can't speak to your specific account situation, but in general we do not automatically cut an account off after an annual pre-pay account is over. The account is automatically extended into a monthly account for 30 days at which point either the credit card on file is charged or a printed statement is sent to the address on file.

As a general policy with wire transfers, if we know a wire is on its way, our Customer Serivce Team has the ability to prevent an account from losing service. I'd be happy to investigate why that didn't occur. Please PM me the details of how you contacted us, your account information, and anything else you'd like to include.

Again, without looking at the details of your account, I can't say for certain why you were cut-off, but I can say our service team is made up of a great group of folks dedicated to bringing a high-quality level of service. If we ever fail in that regard, please... take the time to let us know, and we'll do our best to make it right.
 
Quote from JayF_eSignal:

spike500,

As part of the Customer Service management staff, I can say that we take client feedback quite seriously. In fact the mgmt team takes it upon themselves to personally respond to every feedback survey where additional comments are sent. In addition, we have an email address that is dedicated just to escalated situations that our clients may utilize when they feel it is needed.

Without knowing your account information, I can't speak to your specific account situation, but in general we do not automatically cut an account off after an annual pre-pay account is over. The account is automatically extended into a monthly account for 30 days at which point either the credit card on file is charged or a printed statement is sent to the address on file.

As a general policy with wire transfers, if we know a wire is on its way, our Customer Serivce Team has the ability to prevent an account from losing service. I'd be happy to investigate why that didn't occur. Please PM me the details of how you contacted us, your account information, and anything else you'd like to include.

Again, without looking at the details of your account, I can't say for certain why you were cut-off, but I can say our service team is made up of a great group of folks dedicated to bringing a high-quality level of service. If we ever fail in that regard, please... take the time to let us know, and we'll do our best to make it right.
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I forwarded the email conversation between me and Heather to csmanager@mail.esignal.com.
You will see that she was perfectly aware of the situation. The only thing she wrote was: If your account is cancelled, you will be responsible for the past due balance and we will request that you prepay your account to avoid termination.


Or in other words: solving my problem is not important. The only thing that is important is that i pay, even for the period that i have been disconnected. Never a proof of payment was asked to try to prevent a cut off.
I always learned to think with the client, but taking any action to help me was probably too much asked, especially while it was already clear at Esignal that i was going to be cut off.
 
Quote from joeb_esignal:

Please follow the steps below to do a complete uninstall of esignal.

1. Uninstall eSignal from Add/Remove Programs in the Control Panel.
2. Rename the eSignal folder (example: eSignalOld) to backup your layouts and files (after installing it will create a new eSignal folder.)
3. Click on your windows Start button and goto Search. Search for winsig.ini and winros.ini files and delete these files and send them to the recycle bin.
4. Download/install the latest version from our download website. www.esignal.com/download.
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Why dont you come up with a clean uninstaller or even better a update feature that just installs the needed files and doesnt touch personalized layouts and templates?
 
>>>Heather Holmes

unfortunately my experience over the last year with this person has been less than pleasant or rewarding...to the point now that when i go to live support and she logs on i disconnect...

i have been gingerly looking for a new data provider as well...currently the only thing preventing me from switching has been apathy...would love to go back to cgq...but would run 2X more than i currently pay at esignal....

-j
 
Quote from sainttjames:

>>>Heather Holmes

unfortunately my experience over the last year with this person has been less than pleasant or rewarding...to the point now that when i go to live support and she logs on i disconnect...

....

-j
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heather motivated me to look for answer myself since i knew I won't getting one from her. :p
 
A not so nice start into the New Year for me: Once again eSignal does not deliver Eurex data. They are aware of the problem and trying to locate someone who can solve the problem.....

Nevertheless, have a nice day

Bernd Kuerbs
 
Maybe with all the very similar problems and all of us being told its us, our equipment or the best line, "No one but you has complained about this,", shouldnt we all just start emailing our sales reps with copes to customer support?

If a sales guy thinks a techie is gonna reduce his commission, IMHO, the sales guy goes ballistic. (Which is what we want to do, but never works.)
 
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