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It may depend on account type. I had individual account for several years and also had only few complains. With more sophisticated accounts having many users and subaccounts things got too complicated.
To most requests they initially send formal replies (copy&paste from their FAQs) and only after 2-3 additional requests start looking into problem. Just for example, their system recently automatically "frozen" trading in one of our subaccounts having decided that we abused PDT rules. By the way, said subaccount has ~$100,000 in equity. It took 3 business days of intensive communications with IB - they didn't want to understand plain facts. Only after we e-mailed their management and warned that we are going to file complain with SEC they restored trading service. Nobody apologized.
Best regards,
Alex mailto:alex_bell@xxxxxxx
Wednesday, July 27, 2005, 3:26:29 AM, you wrote:
E> I guess mileage varies from one user to another. I've been an
E> IB customer for 5-6 years and have found that TWS, account
E> management, and support have improved steadily. I've had occasion
E> to call support 3 times this year and have gotten good help on 2
E> of the 3 calls and only fair help on the 3rd. Email support must
E> be staffed by barely competent people because I rarely get a
E> response which bears on the question/inquiry. I've had lost symbol
E> pages a few times during the past couple of years, however they
E> have been quickly restored from the TWS' own backups and I've had
E> none lost for months.
E>
E> I have had maybe 5 order misfires which were not my fault
E> during the years I've done business with IB but lacked the audit
E> trail to document how the problem occurred. More recently, they
E> have provided an audit trail under the View menu which can help to
E> track transactions sequences. Only problem with this is that it's
E> lost once the TWS is closed.
E>
E> Earl
E> ----- Original Message -----
E> From: Alex Bell
E> To: Andrew Nopper
E> Sent: Tuesday, July 26, 2005 4:43 PM
E> Subject: Re[2]: [RT] IB
E> Recently IB experienced a lot of small but unpleasant issues
E> on the level of account management so their trading platform may
E> not be immune. And their Support became just ugly for last 2
E> years - they can not understand and address any slightly
E> non-typical problem for weeks, giving pointless responses,
E> sometimes even ignore our e-mails. And I am speaking about their
E> "Pro" service as we are institution, leave alone small guys.
E> Best regards,
E> Alex
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