I agree there is much room for its customer service to improve. One time I used real-time chat and chatted with one person. I asked a question. The staff misinterpreted and told me to ask somewhere else. I was trying to type to clarify it (not long, should be less than 1 minute or so), but it didn't wait for just 1 minute and booted me out of the room. I found it very rude. If he suspected I was not responding, it should at least post a message saying "here?" / "Do you have any other questions?" etc. This behaviour is not acceptable. Sometimes the staff go away for 15-30 mintues and I still wait patiently. Too bad! Sometimes I am addressing bugs/problems about IB/its platform to the staff. The staff act like self-centered and treated me like an idiot. For example, I told them the order didn't work or behaved strange under some conditions. They insisted that I was always wrong. They were always right. They simply refered me to the link. I told them I had read the link and the link had nothing to do with my question/problem. They still kept telling me to read the website without addressing my question directly. I don't mind if they don't know the answer. If they frankly tell me they know nothing/little about this issue, it is perfectly fine. Just be frank, but not beating about the bush or pretending to be a know-all and always tell others "you are wrong, wrong, wrong...". I'm not claiming I am always correct, but what they do is not only very irritating, but wasting both their and my time.