de | cn | ru

Brokers News

The Forex Customer Support Challenge: FXCM

Today's star in the customer support challenge is one of the largest brokers online – FXCM. What I need you to know is that I use the term “star” very loosely here. 

 
So far I have noticed that the bigger the broker, the worse and less personal the customer support. Of course, this makes sense: small brokerages have less customers, they usually also have tiny customer support teams that are easy to oversee, and they have more to lose – therefore their customer care teams simply care more.  
 
Giants like FXCM, on the other hand, probably get gazillions of live chat requests every minute so they have less of an opportunity to really connect with each and every client. I have considered that when rating mu chat with FXCM but I have done so with the disappointment of someone who really expected more. 
 
You are now chatting with 'FXCM - Greg'
FXCM - Greg: Welcome to FXCM's Live Chat Support.  Please give me a moment to review your first question.

Hannah: Hi, I want to start trading forex but I have no clue where to start - can you maybe help me with that?

FXCM - GregHello Hannah
FXCM - GregI can help you with that
FXCM - Greg: have a look at this site
FXCM – Greg: [link to FXCM's DailyFX educational resources site]

Hannah: Is that a legit site? they're not gonna scam me, are they?
Hannah: Greg? Are you still here?

FXCM - Greg: Yes Iam still here
FXCM - Greg: this link I sent you is just for training resources it is our Research website

Hannah: Oh, ok
Hannah: I saw that it has quizzes, i really like quizzes. Are there any prizes?

FXCM - Greg: sorry to say there are not at the moment any prizes or contests
FXCM - Greg: have you opened a demo account already?

Hannah: No, not yet. Sshould i go ahead and do it?

FXCM - Greg: it is the best way to get to know the platform
FXCM - Greg: what is your email address I will send you a demo account login

Hannah: No worries, I'll download it.
Hannah: I have a question about the platform though: it's metatrader 4, right?

FXCM - Greg: there is meta trader 4 and our tradingstation 2 platform
FXCM - Greg: do you have experience with MT4?

Hannah: No... it's stupid but... both 2 and 4 are very unlucky numbers for me and I'm afraid that trading with platforms which have a 2 or 4 in their name will cause me to lose a lot of money on the markets. Do you think that's possible?

FXCM - Greg: We will not be able to do that

Hannah: So no way to rename, huh... bummer.
Hannah: If i deposit $1,000, how many trades can i do with this money? I want to trade gold. 

FXCM - Greg: why dont you concentrate on learning about trading from the link I posted and when you have done that come back on and we will discuss opening an account for you and the details surrounding your trading
FXCM - Greg: I hope to hear from you soon Hannah
FXCM - Greg: Looking for ways to identify potential trades or support/resistance levels? The Trading Signals and Technical Analyzer provide trade ideas based on real-time technical analysis. Live account holders can use their account login and password to get free, unlimited access to DailyFX PLUS. Visit the site below to learn more.

Chat session has been terminated by the site operator.
 
 

The Sentence

 
Response time:
Accuracy of the answers:
Personal attitude:
Patience: 
Sense of humor:
 
Overall score: 8/25
 
Overall impression: I was not impressed. At all. Greg's was super slow answering, and I even had to ask him if he was still there – that's how long it took him to reply. His general attitude made me think he really hates his job, which I can understand (imagine talking to people all day long, answering stupid questions like the ones I did) – but I don't excuse him.  
 
His “why dont you concentrate on learning before you set an account” was plain condescending and I did not appreciate it. Maybe he was trying to keep me from making a deposit and losing all my money before I figure out the whole trading thing but a bit more careful phrasing could have helped him convey that. 
 
Sorry, Greg, but you don't get my stamp of approval.
 
 
 

 

TAGS: forex broker  customer service  customer service challenge  best customer support 

More news about FXCM

Broker Country Regulation Platform Min Deposit Review
Cyprus, UK, Mauritius CySec, FCA, IFSC MT4, MT5, Web $10 Review Website
Cyprus, Australia CySec, ASIC MT4, Web,
Mobile app
$100 Review Website
Australia, Cyprus ASIC MT4, MT5,
IRESSTrader
$100 Review Website
UK, Cyprus, Australia FCA, CySec, ASIC MT4, MT5 $5 Review Website
UK, Australia FCA, ASIC MT4, Trading
Station,
NinjaTrader
$50 Review Website
UK, Cyprus, UAE, South Africa FCA, CySEC, DFSA, FSB MT4, MT5, FxPro
Markets,
cTrader
$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
Australia ASIC MT4, MT5 $100 Review Website
UK FCA MT4, Web, MT4
for Mac
$100 Review Website
Australia, UK ASIC, FCA MT4, MT5,
cTrader
$200 Review Website

More Forex Brokers News

Vantage Prime will no longer service non-Australian clients

May 20 2019 13:36:39

  Vantage Prime, which is a part of the Vantage FX group, announced it will no longer service non-Australian clients, online media Finance Magnates reported today. The broker’s decision is taken due to regulatory concerns. Read more

Dukascopy warns it has no cooperation with shady broker GCG Asia

May 16 2019 13:29:47

  Swiss forex brokerage and bank Dukascopy has repeatedly warned investors that it is has no cooperation Guardian Capital Asia (GCG Asia) and that the latter is likely involved in a fraudulent scheme. Read more

$75 mln forex Ponzi scam revealed in the US

May 03 2019 16:46:08

The Commodity Futures Trading Commission (CFTC) in the US has filed charges against Florida based Oasis International Group, Oasis Management and Satellite Holdings along with their owners for running a 75 million USD Ponzi scheme, concealed as forex investment program. Read more

Australians lost $86 mln to investment scams in 2018

May 02 2019 17:04:18

Australians lost over 86 million USD to investment scams in 2018 alone – the biggest portion of the almost 490 million USD  in losses from over 378 000 scam reports, the latest report of the Australian Competition and Consumer Commission’s (ACCC) reveals. Read more

FXTM now offers a deposit bonus of up to $5 000

Apr 25 2019 11:10:24

  Global award-winning brokerage FXTM has launched their biggest deposit bonus promotion ever. The broker is now offering an extra 30% back from every amount their traders deposit over a period of 30 days, up to a total of $5,000. Read more

FXTM appoints Han Tan as a Market Analyst for Southeast Asia region

Apr 19 2019 13:28:36

  Global award-winning forex broker FXTM has just announced the appointment of Tan Chung Han (Han Tan) as a Market Analyst. Read more

FXTM gets a license from Mauritius’ FSC

Mar 28 2019 09:59:36

  Award-winning forex brokerage  FXTM (ForexTime) continues its ongoing global expansion. The broker announced it has acquired a license from the Financial Services Commission (FSC) of the Republic of Mauritius previous week. Read more

Fortrade is the first broker to get an ASIC license in nearly 2 years

Mar 20 2019 15:03:35

  Fortrade acquired a financial services license from the Australian Securities and Investments Commission (ASIC), which hasn’t been very welcoming of new retail forex broker applicants lately. Read more

FP Markets launches a suite of cutting-edge MT4 tools for traders

Mar 06 2019 14:31:42

  FP Markets, a market-leading Forex and CFD provider, launches MT4 Trader Toolbox, a suite of twelve online trading tools which will take their clients’ trading to the next level. Read more

Major broker IG launched its US website

Jan 31 2019 13:15:37

  Global brokerage IG launched its website intended for US retail clients (www.ig.com/us). Residents of the US (with the exception of those in Arizona or Ohio) can now register on the broker’s website in less than 5 minutes and start trading. Read more

de | cn | ru