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Non-Tech : CYBERTRADER

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To: Edward Collins who wrote ()	12/14/1999 10:51:00 AM
From: westchester_snowboarder	Read Replies (1) of 3216

Customer Support Complaint Here is a copy of a message sent via an incident today. I am new to SI and could detail many other incidents and related software problems. But for now, you can just review this. Copy of email sent 12/14/99 to a customer support rep at Cybercorp: I would like to formally complain about the poor service this morning. I attempted to place orders for 2 positions via NTRD. I will be in and out of the trading room today and both stocks are volatile, and news is expected on one of them. Hence I wanted orders in place should I be off the desk. About 9:15 I placed order to sell ICPT at 27 via NTRD. After about 30 seconds I noted that the order was not showing on LVL 2 and there was no message in Message box. I tried to cancel the order, but received 'Cant cancel order 3: confirmation not received yet' I then had this exchange via the communicator: At 9:17 I sent message 'Is NTRD down?' at 9:19 Checking.. (already 2 minutes gone by) at 9:20 NTRD is up and running I then sent message along lines of 'If it is up why am I getting the message 'Cant cancel order 3: confirmation not recieved yet' for order in ICPT at 27? at 9:22 do you want me to cancel these orders for you? I replied 'If NTRD is up, why cant I cancel them myself?' at 9:23 This is tech support, we are looking into it. 9:23 They may be stuck orders 9:24 NTRD went down for a few seconds before the connection was established So it has now been 9 minutes before somebody FINALLY realized there was indeed a problem with the NTRD connection. At this point I asked them to cancel the order in ICPT. They then canceled my open order in MFNX. I replaced that order via REDI. I then told them order is in ICPT, not MFNX. They then canceled the open order in MFNX again. at 9:30 on the phone with NTRD confirming order cancellation 9:32 the order that went to NTRD was canceled at this point I ask if I have to log off to have the order clear from my system. 9:34 yes please log off and back on THIS IS TOTALLY UNACCEPTABLE PERFORMANCE. Let us change the order in question to 1000 shares of MFNX. Suppose the market was now selling off (which the futures were) into the open and I needed to unload those shares at market? Market very well could have been 1, 2 or more points lower in the 20 minutes that it took to resolve this issue and give control of these shares back to me. Would Cybercorp be cutting me a check for the difference? Or would they be claiming 'We were trying really hard but we are just so understaffed that we couldn't get this fixed any faster. Sorry and better luck next time!' The lack of professionalism at this company is truly amazing. While people may be polite (most of the time) they are in general either unable or unwilling to respond to customer problems with any sense of urgency. I have said this informally quite a few times in the past few months, to no avail. At what point will Cyber have enough customers paying the bills that they can actually deliver on the support side? Sincerely, Westchester_Snowboarder (my real name removed)

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