30+ minutes seem to be the norm. My last encounter with TS tech support was 90+minutes on hold, over an hour talking to them trying to get the latest upgrade installed. After trying to get it to work without success, they gave up saying there was nothing else they could do to help. I then spent a few hours surfing the net and found the answer and installed the upgrade. To TS's credit, the next upgrade to 8.0 uses a different (and hopefully better) install process. If the new install process works, then I'll have to get a life for those weekends when I do upgrades. DS
Please accept our apologies for the unusally long hold times for customer support yesterday afternoon (March 23, 2004). Unfortunately, there were 3 support representatives out of the office yesterday. As of this morning, there are less then 1 minute hold times for customer support. We understand your frustration and want you to know that we work very hard each day to ensure that all customer support calls are answered in an acceptable, timely manner. Toward that end, we have recently hired additional support representatives to our customer support department, all of whom began taking calls this week. We are going to continue to add more support representatives in the coming weeks as well. Again, please accept our apologies for any inconvenience. We appreciate your support. Sincerely, Robert Jones Customer Support Manager
I've generally gotten better results from TradeStationWorld than from calling or emailing. But it does take some time.