IB customer service
- Thread starter ChrisM
- Start date
I worked at a tech help desk. They worked out the costs of running the office per call they answered. $29/per call.
That probably doesn't work too well when you are charging .005/share.
At this call center (its a well known big corporation), they actually wouldn't answer the phones too fast, so the real idiots and complainers would not be too inclined to call.
Hence, IB is purposely not providing that great customer service.
The reason: Who needs a customer doing $100/mo. in commissions and calling 10 times a day to b**ch about fills, costing the firm to provide the support! The kind of high volume "pros" they want, arent going to be calling that much anyway, so the bad cust service not a problem for that customer.
That probably doesn't work too well when you are charging .005/share.
At this call center (its a well known big corporation), they actually wouldn't answer the phones too fast, so the real idiots and complainers would not be too inclined to call.
Hence, IB is purposely not providing that great customer service.
The reason: Who needs a customer doing $100/mo. in commissions and calling 10 times a day to b**ch about fills, costing the firm to provide the support! The kind of high volume "pros" they want, arent going to be calling that much anyway, so the bad cust service not a problem for that customer.
IB (and these other firms) should try an optional "premium support" service. You pay a fee per month, and get direct access to a customer rep. Less than 3 rings!
I've got to say that I don't have any serious complaints with IB's customer service. I rarely have to call. There is an occasional technical problem, but I think that is part of electronic trading. I have occasionally gotten a rep who doesn't know anything, but I have always gotten someone who could help eventually. All in all, I can easily live with their service given their commission structure.
I think that those of you who think you will always be able to get help within a few rings are kidding yourself. If everything in the system is functioning properly, this should be possible. But as soon as there is a real problem, everyone will be calling. No one can afford to keep enough employees around to handle these occasional problems. Even a full service brokerage is going to be hard to contact if there is a real problem in the system.
Find the broker that provides the services that you value most. For some this will be instant customer service with a personal rep. For others it will be commission. Etc. Good luck.
I think that those of you who think you will always be able to get help within a few rings are kidding yourself. If everything in the system is functioning properly, this should be possible. But as soon as there is a real problem, everyone will be calling. No one can afford to keep enough employees around to handle these occasional problems. Even a full service brokerage is going to be hard to contact if there is a real problem in the system.
Find the broker that provides the services that you value most. For some this will be instant customer service with a personal rep. For others it will be commission. Etc. Good luck.
