Quote from Valdis:
Well, when you talk about customer support and how nice RE guys are, I remember old good days when we started QD (especially our first open source project ten years ago). A typical communication with a customer then looked like
- "You have a very promising product, we like your design and ideas but unfortunately it crashes every five minutes and does not offer basic A, B and C functionalities".
- "Dear customer, thank you very much for your good words about our nice product. Your opinion is very important for us. Right now we are working day and night to make our nice product robust and stable. Your suggestion about features A, B and C sounds very interesting and important to us. Thank you very much again. We will indeed implement all these features and more in the next release".
True loveBut the problem is that now we have a community of customers trading real money with our products. A typical communication with a customer looks more like "our broker yesterday upgraded API and it seems it has problems with QD. Please look into this since we will not be able to trade tomorrow". We get this message at 9.00 SPb time and we know that US session starts around 16:00 SPb time, so around 15:30 we reply "please download an update from your standard location, thank you". That's it... no publicity on the forums and no time left even to remove daily porno messages from the site
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I totally understand how the process of building a business works and how you sacrifice certain priorities for others. I also understand that a current customer with real trades on the line should receive priority over prospective customers. A simple email (even a canned one) stating exactly what you wrote above (i.e., Sorry, we can't reply to your email at this time because we're growing quickly and devoting all of our resources to current customers' trading needs...we will, however, reply shortly) would go a long way toward soothing the frustration of unanswered questions.
I think that WLD is in the enviable position of having a lot of their sales/support handled by their community. I can ask questions in their forums and receive responses virtually 24/7.
But the problem is that now we have a community of customers trading real money with our products. A typical communication with a customer looks more like "our broker yesterday upgraded API and it seems it has problems with QD. Please look into this since we will not be able to trade tomorrow". We get this message at 9.00 SPb time and we know that US session starts around 16:00 SPb time, so around 15:30 we reply "please download an update from your standard location, thank you". That's it... no publicity on the forums and no time left even to remove daily porno messages from the site