de | cn | ru

Brokers News

The Forex Customer Support Challenge: NordFX

May 23 2013
By
Forexbrokerz.com

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: 
Patience:
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 

More news about NordFX

Broker Country Regulation Platform Min Deposit Review
US CFTC, NFA MT4, Web,
in-house
$50 Review Website
US NFA, CFTC MT4 $250 Review Website
Cyprus, UK, Mauritius CySec, FCA, FSC MT4, MT5, Web $10 Review Website
Australia ASIC MT4, MT5,
IRESSTrader
$100 Review Website
Cyprus, Australia CySec, ASIC MT4, MT5 $5 Review Website
UK, Australia, South Africa FCA, ASIC, FSCA 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
UK FCA MT5 $5 Review Website
UK FCA MT4, Web, MT4
for Mac
$100 Review Website
Australia, UK ASIC, FCA MT4, MT5,
cTrader
$200 Review Website
UK, Cyprus, Dubai FCA, CySEC, DFSA MT4, MT5, Web,
PrimeTrader
$100 Review Website

More Forex Brokers News

FXTM Launches 30% Welcome Bonus

Aug 06 2019 13:38:53

  As part of FXTM’s mission to provide clients with an exceptional trading experience, the international broker has launched its latest offering – the 30% Welcome Bonus!   This promotion, available under Exinity Limited, boosts your account by an extra 30% when you deposit $100... Read more

XM parent actively prepares for the launch of its US brand Trading.com

Jul 03 2019 14:19:28

  Trading Point Group, the owner and operator of the XM brand, actively prepares for the future launch of its US brand Trading.com. Read more

FBS Invites 20 Best Partners To a VIP Party

Jul 02 2019 15:04:24

Partner parties is a great way to get to know company’s local promoters and celebrate loyalty, motivation, and cooperation. In 2019, FBS broker launches the FBS Stars contest with a round trip flight to Russia’s second largest city and a VIP party invitation as a prize. Read more

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

de | cn | ru