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Re RTD attention to the ID=800 Problem
The feedback (below) may be several months later than what some of us would
have liked, but the following is John Slauson's respone to the ID=800 problem
a lot of us RTD users experienced last night. RTD may not be perfect and both
they and Equis have seemed unresponsive to our complaints the past 6 months,
but it sounds like they're 1) planning to solve the problem and 2) keep us
better informed about the progress in solving the problem.
I noticed the earlier post about Dial not correcting erroneous data. I haven't
checked for many months but when I was checking periodically, I could be
reasonably certain that when I checked a 3-4 day old IBD, the prices for the
futures contracts I was following coincided with the RTD figures.
Keeping us informed will be a big improvement. I just hope it happens. And
today is Tuesday (see below) with another big market move today. I hope all of
us RTD users have better luck tonight.
Besides - I can be patient a little longer given a mea culpa.
Joe Heard
090198, 1406MST
Subj: RE: ID=800 Addendum
Date: 98-09-01 16:31:49 EDT
From: jslauson@xxxxxxxxx (John Slauson)
To: JonRRHenry@xxxxxxx ('JonRRHenry@xxxxxxx')
That should be OK (fingers crossed <g>.)
Thanks.
--john
> -----Original Message-----
> From: JonRRHenry@xxxxxxx [SMTP:JonRRHenry@xxxxxxx]
> Sent: Tuesday, September 01, 1998 2:17 PM
> To: jslauson@xxxxxxxxx
> Subject: Re: ID=800 Addendum
>
> John,
>
> Do you mind if I post your reply to my e-mail on the equis user's
> group list? Might help everyone keep cool.
>
> Thanks for the response,
> Joe Heard, 090198, 1316MST
Subj: RE: ID=800
Date: 98-09-01 12:00:48 EDT
From: jslauson@xxxxxxxxx (John Slauson)
To: JonRRHenry@xxxxxxx ('JonRRHenry@xxxxxxx')
Joe,
I understand your frustrations. We have been monitoring the failure
rate of collections closely over the last several months. Up until the
last two weeks the problem was only occurring on Monday's and some
Tuesdays. The last two weeks have been very difficult however. We have
had problems on other days as well. Interestingly, there was no
correlation between the amount of traffic (or amount of data collected)
and the failure rate. It was limited to the "day of week". From all
indications there is another process interfering with RTD collections in
the early part of the week. The historical data servers from which RTD
gathers its data is shared with other non-RTD applications and services.
We are currently attempting to isolate this Monday/Tuesday interference
with RTD.
We will get this resolved. The absolute minimum expection customers
have of a data service is "consistent" data delivery. We have been
failing in this regard. We realize customers will go elsewhere unless
we can improve. RTD has some great features that the competition can't
offer. Unfortunately, these features become a non-issue when the data
is not being delivered consistently.
Thank you for your feedback.
--john
> -----Original Message-----
> From: JonRRHenry@xxxxxxx [SMTP:JonRRHenry@xxxxxxx]
> Sent: Monday, August 31, 1998 10:05 PM
> To: jslauson@xxxxxxxxx
> Subject: ID=800
>
> John,
>
> Maybe your computers and/or networks are extremely busy tonight with
> the big decline in the DJ; however, I can't even get a completed download
of
> only 132 futures contracts! I've tried repeatedly. The 467 - I gave it up
as a
> lost cause after only 1 attempt.
>
> I realize that retail customers probably don't cover much more than
> marginal costs but I really expect more than a cryptic "ID=800" message. I
> concede that I don't often get such a message even with my big download.
All the
> more reason why a more informative error message would be appreciated.
>
> My RTD contract has to be renewed this month, John, but, quite
> frankly, I haven't seen any effort on Reuter's part to provide a more user
> friendly interface; i.e., more informative error messages as noted above.
Maybe
> you guys keep statistics on the number of network callers dropped and the
> like and maybe you can prove things have improved but it sure seems like
when I
> need the data the most, it's unavailable.
>
> Please let me know about the ID=800 problems, John. Maybe it's a
> capacity problem and you guys are spending $XX million a month in an effort
to
> solve the problem. I closely monitor the Equis users list, as I'm sure
> someone at RTD does. Most of the complaints about RTD concern the ID=800
problem.
> I'm extremely concerned as I don't see this kind of complaint about other
> data providers.
>
> Thanks in advance for your prompt response.
>
> Joe Heard,
> Acct. #
> 083198, 2104MST
>
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