You are right and you are wrong.
Right - customer service very slow. But when you get them they resolve problems fast. If you need a lot of customer service -- then do not use them.
I have been with Etrade for 4 years and have only had to deal w cust service a couple of times.
Wrong - Trade platform very user friendly. Executions lighting fast.
I usually have 1 - 4 trades a day, Listed, NASDAQ, and some options. I never cease to be amazed at how fast I get executions back on marketable orders - usually in 2-3 seconds. On limit orders, I can watch my bid/offer get taken and then when I hit refresh - the fill is there. On Options, when I bid/offer between the posted bid/offer, my offer shows as new offer. if the option quote is 1.80 - 2.00 and I bid or offer at 1.90, my order shows and when it trades - it is usually my fill.
I am sure that some people have problems with their B/D's, Probably everyone has a story to tell -- but why would you muck rake any B/D without being more specific on how you got f'd.