I got another response from them today on this issue...These guys really know how to run a business. I didn't feel like having to search an test another vendor, but it looks like I pretty much have no choice at this point. Not sure how he concluded "detrimentally affecting your trading" but nonetheless.

I'm sure it's no fault of the tech support folks so I have no ill feelings toward them; they have a tough message to deliver to folks like me who complain. But upper managment is cleary detached from what customers need.

Someone is getting paid way too much money to do nothing.

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Justin Reed's response is below the following line.
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Thank you for your message. There is no ETA at this time,
unfortunately. I can give you a couple months of credit, but you may
wish to consider placing your account on hold/cancelling and looking for
another service in the meantime, since this is detrimentally affecting
your trading.

Sincerely,

Justin Reed
Support Representative

We are well aware of the issues that impact the futures data in question:

ICE (Formerly NYBOT) is a consistent issue.

I can go into extensive technical explanations as to why this can occur for the varying exchanges, but in the end does not put the data on your PC so I am not sure it's necessary to post that here.

One thing to keep in mind is that "Reuters DataLink" is an Equis product, not a Reuters product. I know to the end-user that does not matter, but I only bring that up to reinforce a couple of things.

Reuters is an institutional provider, not a retail provider. While Reuters is aware of Equis (They own Equis after all), they do not make changes to their data/infrastructure based upon us in any way. It is up to Equis to make sure that we are able to conform to their systems.

Reuters DataLink infrastructure is fairly old. The servers themselves are not old, but the tools we use to collect data from Reuters are. We are in the process of implementing new servers & server tools that will work much much better for data collection. The problem is that most of this has to be done through Reuters. We've made the requests for approval of the new servers and done everything we can on our end to make that happen. After that, we have to rely on Reuters to get those new servers in place.

Once we do have the new servers in place, we can implement our new tools for data collection. ICE is one of the #1 priorities for getting resolved once this occurs.

Other benefits will be that we can run parallel data collection jobs. Right now we run data collections in single batch processes throughout the day. For various technical reasons, this means we can miss the snapshot prices for commodities, whereas running parallel jobs will increase the successful snapshot collections significantly.

We are very excited to get the new systems in place, and I can relate to wanting this fixed now. All I can suggest is that if this issue is detrimental to you (to the point that you are not getting value out of the service) that you consider looking toward another data provider.

While we really cannot say who is the "best" alternative out there, one that's been mentioned here a number of times is Premium Data (http://www.premiumdata.net). I believe they have a data collector (similar to the DownLoader) that can put the data into the MetaStock format.