Alain Is Not Like Farah

I bet the first reaction from most of you would be "who the f**k is Alain and Farah?" and it would be a totally legit question. Some of you might know who Farah is, as I wrote about them a few days ago here -> Serving Sh*t to Customers. Now that I think of, "Farah Should Be Fired" would have been a better title, but it's too late for that. Anyway, before I digress to much, if you have missed my previous post, you should read it before you go on, to be able to understand what I mean here.

To give you a bit of context, I've been looking for an FX broker, because I'm intending to transition to trading FX and indices in the near future. I'm about to start my assessment about a few brokers, in order to decide which one is the best for me and I'm going to share my assessment on Hive too, in case someone is in need of a broker.

So a few days ago I started checking them out and came across Fusion Markets, which has its pros and cons as any other broker company (more about these in my assessment post), but it looked promising to me because it offers a demo options and you can connect your account to Tradingview, which is key for me. Most of the brokers offer MT4 and MT5, but I'm more familiar with Tradinview and I am not really eager to waste time studying how these two platforms work.

My plan was simple. Create a Demo account with $100 and start trading like it would be a real account and my last remaining capital, as that's the only way if you want results. I'm a scalper, so trading FX would suit me, my trading strategy has been developed for FX but I have adjusted it to crypto, so this part would not be a problem, but what I want to see is the spread and fees, to be able to adjust my position size, as well as how different FX pairs move, compared to crypto.

Creating a demo account was a piece of cake, as I didn't have to go through the whole KYC process a live account requires, but when I wanted to connect my Fusion account to Tradingview, I just couldn't. Tradingview kept telling me my password doesn't match my ID. It was quite strange, because I could log in to my Fusion account, which meant the password is good, but no luck with connecting the account to Tradingview, so I opened a ticket at Tradingview.

For those of you who are not familiar with what Tradingview is or its reputation, it is an analysis platform for traders, in plane English, that's where you are charting your assets. They have very little or no competition, thus solving tickets is ... slow (I am being polite here). So after 2 hours I was still at square one, no word from Tradingview and could still not connect my account to the app. I need to mention that Tradigview still doesn't have real time help chat with AI implemented. You open a ticket and wait, wait, wait and ... wait, so I thought let's ask Fusion for help.

Unlike Tradinview, Fusion has a chat bot, so I accessed it and obviously the bot replied to me immediately. I stated my question and was ready to get a bunch of pre-written instructions and links, but instead I got a human agent right away, Alain. My first reaction was like Please God, I hope you won't give me another Farah today.

After I said Hello to Alain, I told him that I stated my question above, to which he said Few minutes. I must admit, I wasn't happy to read his reply as this is not exactly the correct form of letting people know he needs a minute, but I thought let's not make any assumptions ... So Alain got back to me right away with a set of instructions (links to posts and videos), about how to change my password. I told him my password is fine as I have just changed it and it's working, I can log into my Fusion account, but can't connect my Fusion account to Tradingview. After a minute he told me he changed my password, then dropped me a new password and told me to try it out, which I did and it worked. I could connect my Fusion account to Tradingview.

Above you have my question regarding the matter and his reply.

Now, there are a lot of things to discuss here, so let's take it one by one.

First and foremost you may ask, how can anyone change my password and it is a legit question as safety is key when it comes to trading, but this was a demo account, with no real funds and no KYC required either, so it's ok. A live account will have 2FA authentication and (hopefully) I will be the only one to use it.

What surprised me was that the password given to me was shorter than my own, yet it was considered more complex. Maybe it's a good idea to use Strong Password Generator, to make sure we're on the safe side.

The other thing I still can't understand is, why the error message did not mention strength of my password is the issue. Furthermore, if they know this is an issue, why no one is taking any steps to address it?

We are not living in an ideal world, so I guess I just have to accept it and move on.

Then Alain asked me if he can help me with something else, which is a standard question. I said no, thank you, this was all, after which he asked me to spare a minute of my time and rate the service I got.

My country is usually last on every decent list and makes the top of some lists for all the wrong reasons, but here, if you have to deal with customer support, after the call ends, you get another call or an email and you're invited to leave a feedback on how your case has been handled. The agent is evaluated based on feedback received and can lose their job the next day. Vantage doesn't have such a service, most likely it has been suspended after so many terrible reviews. Ok, I don't have evidence to back this up, but can imagine to be the case. source

This is what I wrote in my post about Farah and Vantage.

So in normal circumstances Alain's request wouldn't have surprised me, but after my experience with Fara at Vantage, it made me smile and gave me a good impression. This is very important and I think if you want to make a decision, it doesn't hurt to test customer support, before you decide to invest.

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