Here's my experience... I've partnered with them to basically print money out of thin air. If, on a rare occasion, I have to wait 20 minutes to get them on the phone I'm OK with it. Then again, there's no pleasing some people. Unless of course your trading isn't going that great... then I can understand your frustration.
thank you so much for that excellent observation. I had completely forgotten that. Makes sense but the real issue is getting someone on the line in the first place. An example is one of the reporters has been on hold for 1 hour for phone support, another is 2 hours on chat hold. The reporter using the chatbot is having some issues. In short I don't think it's looking good for IB. Tomorrow I'll be chatting with some family office people and I'll see if their experience with this is different to mine. I suspect it will be considering the amount of money and trading they do, I am not complaining just wondering if there is a different support track that can be considered. thanks again for taking the time and reminding me about this.
congratulations on finding the golden ticket, seriously. If you only have to wait 20 minutes then you have won the lottery. Right now a reporter has been on phone hold for 1 hour, another 2 hours on a chat queue. As to my performance, it's always pretty good as we were taught by the best how to trade options and futures. The chaps on Jackson and LaSalle really know their stuff.
Yes, this is normal. And when you transcend that... you start to answer your own questions. You'll get there if you keep trying.
Thanks. It is possible that they budget individual accounts w/ regard to support priority by some metrics... perhaps commissions. It would make sense.
IB customer support is horrible. There's only one way to get your issue fixed, if you don't get the answer you are after, copy the ticket, delete it, and submit it again. If you are lucky, in about three attempts you will get someone that knows what they are talking about.
THANK YOU SO MUCH for making me laugh out loud. It's a great suggestion and I certainly will try it. The reason I laughed is because it sounded so much like an approach we would have taken to solve a problem in an adventure game. Again thanks for the suggestion, sincerely, and for providing a moment of levity. Still smiling but trying it out.
I rarely contact the brokers or the charting s/w providers due to their poor service support. I only contact them when it is life-and-death situation. I let others contact them. This way, their life will be shortened significantly. Highly unskilled, highly understaffed Help desk staff is rather common. Do monitor your life span degradation.
It's a terrible approach though. You shouldn't try to "game" the system. You should try your hardest to contribute real value. IOW... avoid calling them all costs, only as the very last resort. Let your account accrue goodwill. When you bring them a problem make sure it's a legit issue. It will get priority because you're helping them and they'll be inclined to help you. Create the virtuous cycle, not the vicious one.