IB's Trouble Ticket has a partially working feature of sending emails if it gets updated. However, it does not seem to send emails in many occasions. In some occasions, certain IB CSRs closed the ticket surreptitiously without updating it with any notes/comments, and the system did not send any emails. It is not an anomaly since it happened in multiple accounts. I hope IB really improves its customer service.
IB Suggestions & Improvements
- Thread starter Babak
- Start date
If possible, use the Trouble Ticket' located inside Account Management. For real-time trade/order issues, always call, or at least try chat. Email gets lowest priority of all our communication pathways and will be completely de-supported in a few months. (Email is too chaotic, users dont give identifying info so we need to guess who they are, no way to route to the correct service team etc.)
Something better (perhaps) now available:
When you try to short a stock, if it is rejected due to reg-SHO or availability criteria, a message will be send to a special SLB team. If there are enough requests (we use patterning algorithms that work over many days), or the stock or requestor meet certain criteria, we will do a manual locate (i.e. search) for the title.
If we find the stock, it becomes available within a few minutes on the TWS and a message is sent to the requestors' TWS informing them the stock is available and (soon) with an indicative rate, if the cost is higher than normal. We are not sending emails because people get enough spam, why add to the clutter (we may change this if enough people prefer it, or we may use the web/trouble ticket preferences which allows sending to email, cellphone, and TWS).
We will also add a request system to the web/trouble ticket system at some point although this is somewhat redundant.
i disagree about doing anything special for institutional accounts. one of the main IB strengths is the perception that everyone is treated equally. that is exactly why there is no basically no volume discount.
if you think that you need special handholding find a broker suitable to your needs
Dear IBj,
what is the correct procedure to follow, where the person handling a trouble ticket is unable to provide a reasonable response, but also refuses requests to allow the inquiry to be escalated to a higher level of authority or expertise?
what is the correct procedure to follow, where the person handling a trouble ticket is unable to provide a reasonable response, but also refuses requests to allow the inquiry to be escalated to a higher level of authority or expertise?
Jims.,
that setup for a pseudo - PREM doesn't work
i set up GLOBEX
ESH6 in a portfolio above CBOE:$SPX
quantity of each is 1
current value: ES 1277.5
current value: $SPX 1276.39
when i chart the "total" it shows up as -20 which is the total of the changes for both items
it should read -2, which is the DIFFERENT between them
that setup for a pseudo - PREM doesn't work
i set up GLOBEX
ESH6 in a portfolio above CBOE:$SPXquantity of each is 1
current value: ES 1277.5
current value: $SPX 1276.39
when i chart the "total" it shows up as -20 which is the total of the changes for both items
it should read -2, which is the DIFFERENT between them