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Philip,
Your remarks about my recent postings are wrong. Everything I have said is factual and true. If you do not agree with some of my remarks it is because you do not know all the facts, which is unfortunate.
I understand you may not like some of my remarks, but to basically call me a liar is a terrible way to deal with a disgruntled client. It is unfortunate you chose to deal with my remarks in this manner. Honestly, I have not said much at all here about my disappointments, very little compared to what really exists. But I hope you don't object to my saying to friends here what I know and believe.
I am particularly hurt by your comment "As regards Bill's copy of 1.6 beta, if he had asked us about this we would have been told that his copy was shipped on Monday, June 15." Philip, this is ridiculous and insulting. I was told last Wednesday, June 10, by Mark Stryker, President of Cyber Broker, that my copy of the software had already been shipped to me the previous Monday, June 8, and I was to receive it that day, June 10, or very shortly afterwards. I have waited a week for it so far. Why should I call you again to find out about my software? It's quite a contradiction to be told it was shipped last Monday, and now to be told by you that it was shipped this Monday. Not the first major contradiction, however, that I have received from your company. I am so tired of the contradictions and broken promises.
However, I didn't really expect it because Mark Stryker had also told me I would receive it the week prior to that (week of June 1). Also, Michael Turner had told me previously that I would receive it prior to that. And we have all had discussions for weeks and weeks prior to that, your having personally told me about the new software months ago. It seems that I was given by your company several dates that I would receive the software and didn't get it. Why do you accuse me of not asking you about it? I asked many times and was told many things that never materialized. What more do you expect me to do, Philip?
I was disappointed because I had many recent experiences where my system locked up on me and I lost a significant amount of money on several occasions. Your technical staff told me the new software would likely solve my problem and I begged and pleaded to get it to me as soon as possible. Everyone assured me I would get it quickly. I even asked if you could overnight it to me and was told you didn't want to spend the money for that, which was extremely disappointing in light of the fact that I pay you about $1,000 per day in commissions and fees, and because of my major losses, many of which seemed due to the software. I was disappointed when no one seemed to feel my sense of urgency.
Sure, I could have called you and probably had the software downloaded to me. But I run it on two machines, one for backup, and was also told the install CD had some great software training features and was being shipped to me via "second day" delivery, so I was prepared to wait two days to get a copy on CD to install myself on both PC's. That has turned into two weeks. Quite disappointing.
My remarks about "no one using the new Beta test version" were actually comments that I had asked here on the thread several times if anyone had received their copy yet and no one responded that they had. That was the basis for my remarks. I did not say that no one had it, only that no one admitted here to having it and, therefore, it appeared that no one had it. Since I had been promised it and didn't have it either, it seemed no one did. Anyone who had it could have said they had it. Also, anyone in your organization could have let me know that, even though I was told my copy was shipped over a week ago, for some reason, it was "now" being shipped this week.
Regarding your recent customer survey, I have no interest in spending my time answering questions to your staff on the phone when they call me and ask to read me a list of questions starting with "which version of the software do I use?" That's ridiculous. You should already know which version I use. Actually, at this time, I don't use any version of your software, and most of your staff has been told at one time or another exactly why. Ask your people, they know exactly how I feel and why.
Your final remark about my "lack of faith, unfounded accusations".....well, I am offended. Would you like me to post here a detailed list of reasons why I have little faith? Would you like me to post all the promises that have been made to me and not kept? Would you like me to post a list of the many problems I have had, the telephone calls and emails that I have sent to your company that have either gone unanswered, or been answered after lengthy delays? Would you like me to post an itemized list of the thousands of dollars I have lost during instances when your software, for whatever reason, locked me out, prevented me from exiting trades on a timely basis? Perhaps I should post an extensive list of all the problems I have experienced. Then you would understand my lack of faith and my "unfounded" accusations. Perhaps then you would apologize to me for such remarks, virtually calling me a liar. Probably not.
Philip, if your own management staff can't seem to handle and respond to my problems, can't seem to tell me something believable, why should I want to spend my time discussing my problems with someone you hire to call with a customer satisfaction survey, something who hasn't a clue as to what version software I use? Doesn't make any sense to me.
I find it curious you find it appropriate to reprint here a recent comment from some new client you have, Bill Nelson, reply 826. Wonderful. So, this new client comes along, installs the software and had one good day. Did he demo trade, or trade in live mode? I suspect he didn't trade in live mode. Of course he had a good day. But, it would be interesting to hear again how he feels about everything in about four months. Maybe not the same. Maybe he hasn't yet been around long enough to know how it feels to have promise after promise go unkept. Maybe he needs four months.
If you will remember, I was one of your first ten clients back in February when you first started remote trading. I was your best friend as long as I was saying good things here on the thread. Everybody loved me then. What I said then was the truth. Now that I have some problems with your company and my posts here reflect those facts, you seem to have a different way of responding to me. Maybe you only like clients who say good things. That is natural. But I think it is unfortunate that our relationship, one that started on such a high ground, now ends on such a low note with your comment about my "lack of faith and unfounded accusations." Philip, the accusations are not unfounded, and my lack of faith just didn't happen overnight. If you can't take care of your first "best" client, I wonder what is to happen to the rest.
Today I was considering actually whether or not to close my account with you. Your post here this morning has given me something to think about, but I must say I am very disappointed in your negative, unreceptive response to my mention of troubles. You could have acted like you wanted to step in a help, fix whatever might be wrong. Instead you seem to be criticizing me. It will, however, be very interesting to see if and when the new software ever gets to me. You say it should arrive today. Perhaps it will. But, based on what I have seen so far, I don't expect to see it today. Sorry to appear negative, but I am being honest, which I feel is my obligation to the readers here.
Would you prefer that I closed my account with you?
Bill Dwyer |
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