Sue H.
Seems they have forgotten the power of good customer service
Get comfortable folks, I joined Auvoria Prime after being told that they are a great company with some amazing software to help even a total novice like myself be able to trade. I was advised that they have a great academy where you can learn about risk management when trading, learn how to trade and perhaps more importantly when not to trade. The first step - after paying them your hard earned money - is to go through a number of videos about the company, trading and software. All of these were very informative and showed that the company only wanted responsible traders to join. All great, or so I thought. One of the early steps is to select your Software, I knew which one I wanted, NEO. I had been given a demonstration of this and how minimal the settings were to get you started. Great I thought! You select which Access Pass you want, Bronze through to Platinum. I chose Bronze, 1 software option - I only wanted NEO at this stage - and handed over nearly $200 for a 1 month pass. Then I chose my Software, the screen layout where you select the software is quite small, I proceed to the next screen and there is this big picture of something called AIRO, I accidentally selected the wrong software, silly me. Unlike any Shopping Basket or Cart on any other website I have ever visited, there is no Back or Reselect button. Ah but there is a Switch option - phew. On selecting switch I get a notice that your software will be switched 1 week later! Contact Support I thought, I submitted a ticket explaining my silly mistake and I received the following replies: “please understand that customers make this mistake (choosing the wrong software) on a daily basis, which is also the reason why we do not make any exceptions regarding this issue” “That is our policy and those are the rules, every single customer has to submit a request for a switch and then wait for that switch to occur on Saturday. Software changes take place every Saturday, every week.” But this was an accident, and why is there not a Confirm Button to stop people making the mistake, that would save you time & money? “Every single case of wrong software chosen is a simple mistake, which means if we make one exception, we have to make it for everyone. That is the decision made from our Auvoria Prime executives and we have to honor it. “ “If there is an option for customers to reverse the switching process, that could be a reason for people to take advantage of it, hence the Access Pass will lose its purpose. We thank you for your suggestions, they are duly noted, but unfortunately, the decision was already made even after these suggestions. “ So Auvoria Prime have a high regard for there customers then, we, the customer, are here to take advantage? Easy to say when you already have my money I guess. I patiently wait a week for the Switch! But the Switch does not happen! Another Ticket, I am categorically told that I did not select the Switch the week before and only that day, a Saturday, later I was advised by a different support person that this was impossible, and would now have to wait a second week to get my software. Two weeks paid and nothing delivered - this is going well! Second Saturday, still no software, yet another ticket. ‘The Switch may have been a glitch in our system” was the reason? Eventually I get the software I wanted 15 days later at a cost of almost $100 wasted. I asked if they could extend my re-bill date, I only asked for a week Oh no - it turns out that I need to be a technical expert, or a mind reader, to get my software at the right time. I am advised “You did not have an active VPS until after the switch date” really? And I am meant to know that how? No where in any of their videos is this stated, no one from their ‘Support Team’ advised me of this - extension denied! So fellow New Customers, despite Auvoria Prime having some really great software, some really amazing developers they seem to have forgotten a major thing or three CUSTOMER SERVICE ASSISTING NEW CUSTOMERS FIXING PROBLEMS THAT THEY ALREADY KNOW ABOUT I hope you have better luck.