Yes, ib makes sure to provide good service if you are Chinese. If you are American, no service for you!
No use the Message Centre. They answer LOT faster that way. Make sure to create it with a VERY specific category. DON'T use "General Inquiry" as the category otherwise you are going to get a noob who's going to just give you copy & paste links for answer.
Agreed. Canadian customer service is WAY better; the agents are LOT more knowledgeable and competent. The US ones are the worst unless you talk to their Margins department; they are the only ones who know what they are talking about.