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The Forex Customer Support Challenge: Alpari UK

May 14 2013

Yesterday we started the Forex Customer Support Challenge on a quest to find the broker with the best customer support. We have picked 15 brokers at random, and the winner will be the most knowledgeable, the most patient, and the funniest. 

Today's contestant is a large broker that has been bragging with huge trading volumes: Alpari UK. Apparently its customers are doing well on their own because frankly, I wasn't impressed with their customer service. 
Read the actual conversation below and scroll down to see how I rated it. 
Call accepted by operator John. Currently in room: Hannah, John.

John: Hello and welcome to Alpari (UK) Live Chat.  How can I help?

Hannah: Hi, I've never traded forex before and I want to try out your service but I have some questions first.

John: Ok can I call you please to go over your options?

Hannah: I'd rather not give you my phone number if that's ok

John: ok

Hannah: I just have a few general questions about forex and your services. A friend of mine mentioned slippage and told me to be careful about it. Can you please tell me what's slippage? Can I make money off it?

John: Orders are sometimes filled away from the desired price due to gaps in the market. This occurs because currency prices can sometimes be very volatile or liquidity can be thin. In these scenarios, orders cannot always be filled at the exact price, but the next available price.

Hannah: Oh, ok. Do you have slippage at Alpari?

John: It is possible however we do our best to keep this to a minimum.

Hannah: Cool. Another question: If I open a trade and then close the trading software by mistake, what will happen to my trade? I often close things by mistakes and I'm worried I can lose money like this...

John: The trade will remain open as it is on our server.

Hannah: Oh, that's good to know. About the trading software, though - everybody tells me to use Metatrader 4 but I have a problem with this because 4 is a very unlucky number for me. Is there a way to rename it to Metatrader 7 or something? What are my options here?

John: No. However MT5 is available to use.

Hannah: Is it better than MT4?

John: It is similar. Whether it is better or not is your opinion - I will send you some details in an email regarding MT5.

Hannah: Cool. I don't really have an opinion about the number 5 so I'd have to decide based on the platform features.

Hannah: Can I make the MT5 orange? I think a cheerful color will help my trading.

John: I will send you some information in an email but yes you will have the option to change the colors on the chart.
John: Thank you very much for your interest in Alpari (UK). If you have any further questions or concerns, please do not hesitate to contact us.

Hannah: Will do. Bye!

John has left the conversation. Currently in room: Hannah.

The Sentence


Response time:
Accuracy of the answers:
Personal attitude: 
Sense of humor:
Overall score: 11/25
Overall impression: John started the conversation a bit pushy, asking about my phone number but accepted my firm decision not to give it – it usually takes a lot more convincing to reach that agreement and I can't quite decide if he was respectful or just didn't care enough. 
His responded to my questions quickly, I appreciated the fact that he wasn't chatting to me and to 17 other customers at the same time – but we need to keep in mind that it was only 9 am in the UK so it's possible he had a slow morning. 
The answers I got from John were accurate – but he could have made some effort and explain to me the difference between MT4 and MT5 for example – if I were a real prospective customer, his “they're different, you have to decide for yourself” would have put me off. People sign up for things that are easy – and John was not making things easy for me. 
Personal attitude is also very important and I am happy to report that I did, indeed, feel John's personal attitude towards me. He found me to be (charmingly?) weird and annoying, and while he kept the convo going for a while, he completely lost it when I asked to make my MT5 platform cheerful and orange. Unfortunately there's no time stamp on the chat so you'll have to take my word for it but John was pretty quick to end the conversation – before I could even ask my last, less ridiculous question – and his patience points went down the drain.



More of the Forex Customer Support Challenge: 
TAGS: forex broker  customer service  customer service challenge  best customer support 

More news about Alpari

Broker Country Regulation Platform Min Deposit Review
Cyprus, UK, Mauritius CySec, FCA, FSC MT4, MT5, Web $10 Review Website
Cyprus, SVG CySEC MT5, Web,
$100 Review Website
Australia ASIC MT4, MT5,
$100 Review Website
Cyprus, Australia CySec, ASIC MT4, MT5 $5 Review Website
UK, Australia, South Africa FCA, ASIC, FSCA MT4, Trading
$50 Review Website
UK, Cyprus, UAE, South Africa FCA, CySEC, DFSA, FSB MT4, MT5, FxPro
$100 Review Website
Cyprus CySEC MT4, MT5, Web $1 Review Website
Belize IFSC MT4, MT5 $100 Review Website
Cyprus, UK, South Africa, UAE CySec, FCA, FSCA, DFSA MT4, MT5, Web $5 Review Website
Cyprus, UK CySEC, FCA MT4, MT5 $1 Review Website
UK FCA MT4, Web, MT4
for Mac
$100 Review Website
Australia, UK ASIC, FCA MT4, MT5,
$200 Review Website

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