The broker, who wishes to remain unnamed, said he was shocked when told that his new Sony laptop was too up-to-date and was causing the online errors when he was trying to complete online DIPs (decision-in-principle) on the MX system.
The broker commented that in this age of technology and with the active encouragement by lenders for brokers to do business online, he was outraged by MX’s response.
He explained: “When we try to submit to MX online we get right to the end of the DIP and are told that there is an unknown error and that we should contact the help desk. “I was told that apparently my three-month old Sony Vaio laptop is too up-to-date to submit to MX.
“I was told if I had an old computer kicking around the office which does not have Service Pack 2 on it I should submit it on that and everything should be fine.
“I was then informed I could always download a DIP form and fax it to them. This will just waste a bit more time, ink and paper,” he commented. Andrew Moss, product development manager at MX, said: ‘A number of brokers have called us recently to bring this to our attention.
“We have identified an issue which affects customers using Windows XP (Service Pack 2), who may experience difficulties in connecting and using our online services.
“We have had to design a technical solution which is currently being tested and should be installed early next week.”
Mike Fitzgerald, sales director at Brentchase Financial Services, said: “I do feel sorry for this broker. He must have spent a lot of money on that computer. Maybe we should just go back to using quill pens and carrier pigeons.”
