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The Forex Customer Support Challenge: NordFX

May 23 2013

I bet the weather is already awesome on Mauritius, and I'm also guessing it's awesome to live on an island – so when I picked NordFX as a broker for the customer support challenge, I expected to talk to laid-back people who drink cocktails on the beach after work, recharge and go to work on the next day to handle clients' questions relaxed and with sense of humor. 

I was wrong. Which is not to say I'm not happy with the way NordFX's team handled my questions – on the contrary. They were very professional but they didn't really didn't leave the impression I would expect from island people. See for yourself.
You are now chatting with 'NordFX Support'

NordFX Support: Hello. How can I help you?

Hannah: Hi there. A friend told me I can make money with forex and I wanna try it out but I don't know where to begin from. Can you maybe help me?

NordFX Support: You can open an account on our site: [link]

Hannah: It says there I have to send a credit card statement but I don't want you to see what stuff I purchase... Some of the things on my statement are...well... private.

NordFX Support: Bank statement is needed for account verification. Verification is mandatory only for Welcome accounts and for deposit/withdrawal via bank cards. You can deposit and withdraw using other methods and trade without verification.
NordFX Support: Also, you can provide bill for any services like electicity as proof of address instead of bank statement.

Hannah: Oh, good. Otherwise it would be really embarrassing. I'm guessing you've seen a lot of awkward credit card statements but still...
Hannah: Do people send it weird stuff?

NordFX Support: Document that proves address must contain full name, full address and information about issuing company – only meeting this requirements is important.

Hannah: Ok. How much money can I start with?

NordFX Support: Minimum deposit can be found in every account type. Minimum deposit is enough to open a position of minimal volume with maximal leverage.

Hannah: What's leverage? (sorry if my questions are dumb, I'm an absolute beginner)

NordFX Support: Leverage allows a client to trade without putting up the full amount of funds.
NordFX Support: When you open a position – margin is calculated.
NordFX Support: Margin = Position volume / Leverage.

Hannah: I see.

NordFX Support: If you want to open a 0.01 lot position (1000 currency units) with 1:500 leverage, you will need only 2 currency units as margin instead of 1000.

Hannah: That's pretty cool. But what if I use leverage and then lose more money than I actually have – do I owe you the rest of the money?

NordFX Support: No.

Hannah: But if i win money with leverage, can i keep it?

NordFX Support: You operate with your deposit – leverage increases only amount you can buy or sell.

Hannah: What happens with the money that i win with leverage? Can i keep it all or do i have to give you a part back?

NordFX Support: For every open positions point cost is calculated as Position Volume * Quotation (0.0001 for Micro accounts for example). Your profit is calculated as number of points * point cost.

Hannah: And i keep it all?

NordFX Support: Yes, you keep your profits.

Hannah: Awesome!
Hannah: I just realized I asked the same question 3 times. Excuse me for this. I didn't mean to be rude. Do you speak to lots of rude people?

NordFX Support: We do not keep such statistics.

Hannah: Yeah, that makes sense. I used to work in customer service and I had to talk to lots of rude people. That's why I'm trying to be a really good customer.

NordFX Support: You can try to trade using demo account first.
NordFX Support: You can open a demo account in terminal downloaded from our site [link] using menu File - Open an account.
NordFX Support: You operate with virtual funds on demo account.

Hannah: Ooh, that's neat, I will try it out.
Hannah: I have one last question. I'm reading your VPS page, it says there that "Fozzy Forex VPS is a virtual server, which is located together with NordFX servers, allowing to significantly reduce the negative factors that put a crimp into trade."
Hannah: What are these negative factors?

NordFX Support: If you do not have stable Internet connection, you will be getting a lot of requotes. Requote occurs when price for opening a position has been changed before your order was executed.

Hannah: Ok, that makes sense. 
Hannah: Thank you for your help! Bye!

NordFX Support: You are welcome, bye.

The Sentence

Response time: 
Accuracy of the answers:
Personal attitude: 
Sense of humor:
Overall score: 16/25
Overall impression: As I said at the beginning, NordFX's customer support rep was very professional – they answered all my questions and explained everything in detail. I can't really tell if at a couple of occasions they lost their patience, or that was just me pushing buttons, but either way they did ok. 
As it happened with a few other brokers, I didn't feel like the person at the other end of the line, so to speak, tried to connect with me, to make me trust them and deposit a giant amount of money with their site. 


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

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