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I called the AMP Help Desk with a question concerning a difference in account value between what was listed on my monthly statement and my daily statement. The operator was very curt, didn't seem to understand or be able to view the daily versus monthly statements at his end.
He kept insisting I tell him the trade date and while I was attempting to get it from the mis-matched statements (which was the issue in the first place) he abruptly cut me off with "I don't have time for this. E-mail the help desk" and hung up on me.
Turns out, I determined it was my misunderstanding of some information on my statements and all is well, but I'm baffled by AMP's lack of concern for customer satisfaction and the rude manner in which I was dismissed. I suppose if I had a million dollar account I might have received better service. On the other hand, if I had a million dollar acount and had gotten that response, it would now be my former account at AMP. Very disappointed with them.
I don't know what time you called, but if you called after hours, you may have gotten the trade desk. Trade desk guys are usually more on the getting stuff done quickly and are usually understaffed. They are the ones you call when you have a mystery trade or your internet connection goes does and you need to get out of a position quickly.
I looked at their trade desk number and help desk number seem to be the same. If it was the help desk, there is no excuse for rudeness and if it was the trade desk, they should have made it clear that it was the trade desk and not the help desk.
There is no excuse whatsoever for rude customer service. Period. Fortunately, this experience did not cost you any money. There are plenty of brokers out there and make no mistake about it: they make money every time you trade, whether you do or not. Think of it like this... you go to a local restaurant and the service is terrible, your waiter is rude and when you explain that they have served you the wrong food, he says, "I don't have time for this." Are you going to continue to patronize that restaurant? I hope not.
Yes... If you called the Trade Desk, these guys are geared for emergency order cancellations and
are not willing to deal with statements. The Amp crew are good guys, they are just a bit no-nonsense
and straight forward.
I did get a follow up call from the Help Desk explaining the Trade Desk/Help Desk difference. Apparently I had contacted the Trade Deck, but that is the contact number listed on both the Daily and Monthly statements. No harm, no foul. Thanks for all the feedback.
They were discourteous to me and unprofessional to boot in a public forum & when I returned fire they got the forum moderator to remove my posts & revoke my posting privileges (seems a forum sponsor can't be criticized on elitetrader.com). Dishonesty on that level simply can't be dealt with.
As far as I'm concerned $20 wouldn't cover it. What they did warranted a death sentence (no more business from me). What they've lost in commissions from me in the interim exceeds $20 by at least an order of magnitude, possibly approaching two. I'd be very surprised if they ever made good on the $20. You'd probably have to wiretap them to prove it & risk prison under laws of most states. It's enough to be rid of them.
If you sleep with dogs, you'll wake up with fleas (arab proverb). Just ask the catholic church vis a vis obamacare.
I'm glad you're happy with them. Hope it stays that way. But the behavior I saw calls into question basic integrity issues, and it's important that those who are dealing with them keep this tucked away in the back of their minds for the day things change, or in my opinon when amp's true colors shine through.
Bear in mind, I was trading Amp in tandem with mirus for 3 months... contemporaneous trades, same instrument, same size, same times. And one day I did get a glaring difference in results that was never explained by them. They turned very nasty & discourteous. Add to that what they did with respect to that message board & that is the basis of my very strong and very negative opinion. It is not without basis. The problems I saw were systemic and ran to the top management of Amp. Such problems are cultural & very difficult to change. $20 is a bad joke, and the first question to consider is why they even need to do such a thing.
I don't trust their being rated 2nd or anywhere other than last. If I ever had a falling out with Mirus, which seems unlikely, I'd go to Velocity based on what I've heard from people I trust. I note Velocity's round-trip would save me 25 cents per round trip. But given what I've seen, safety, transparency, and a quick response from a human being is paramount & I'm operating on the "if it ain't broke don't fix it" and "better with the devil I know" theories.
As far as RELIABILITY, AMP has been very good for me. Yes, I have experienced rudeness via the trade desk once or twice, but I have experienced it more from other places that shall remain nameless. I signed up with AMP because they have low margins, decent round turns, and CQG data (love it). Also, the guy I deal with there, Steve Fisher, has been extremely helpful ANYTIME I have had a problem. All brokers, I don't care where you go, are not created equal. Steve is a knowledgeable guy that has 6 years floor experience and 6 or 7 years as a broker. Any problems I have had are addressed via Skype and I have my answer within 1 - 10 minutes. If my problem is a real "heater" I pick up the phone and get the issue solved within minutes as well.
One thing that I like the most was the ammount of people I saw working there. They had like 30 guys in the bull pen and 4 or five guys on the trade desk. I have heard about some of these so-called brokerages that are 1 to 3 man opperations. The million dollar question is if the shinola hits the fan will someone be there to answer your call. Just a thought.
Agreed w/ the trade desk, but like I said, I have had issues w/ other places as well. The only thing I really call them for is if I have a disconnect on my end to close the trade. I don't really care that the desk is short, I just want then to get the job done, and they did.
There were some issues w/ CQG the first month it was out, but they quicly switched me back to Zen Fire, I think between AMP and Ninja it took like 15 minutes. Once the NT7/CQG bugs were worked out I switched back and have not had any issues since last May or June.
As far as customer service goes, I went to Chicago for Christmas 2010. My broker took 2 hours out of his day to hang out with me at the office and the next day he arranged a trip to the floor. Funny thing is that account size-wise....I am a nobody. I am and will remain loyal to AMP.
Just trying to be objective and offer my point of view on AMP and their reliability, this is just MY experience w/ them.
My account rep at Amp is Dino Schulatz. He has been helpful from the beginning, even when he knew I could only
fund the margin for 4 or 5 contracts when I first started out. He never brushed me off or made me feel like I
was a shrimp in the ocean. He answered every rookie question I texted him with for several weeks to get
me up and going.
I love Amp and will be with them into the future.
CQG is rock solid through them. I am not a high frequency trader, so I have not had to cancel an
order at the desk. But, I know they are there and they answer the phone quickly.
I am currently trying to start trade with them but there is one big problem for me. I am polish speaker and I prefer polish support. They have all the documents perfectly translated to polish (all of those that are required to open an account) and they have also their special version of they page in polish language (here translation is worse but acceptable). I have been mailing them at least five or six times in that matter asking them if there is any possibility to polish speaking support. There is no response ... I ask in English.
Tonight i have a call from them but not from polish support but the English one. I calmly explained to them that i prefer contact in polish (i need some time to think how to say someting and on the phone call it is difficult to maintain the conversation for me) and they have promised me that it is possible. But that where only words. Contact is really difficult with them, they don't response to email's.
They could simply say that there is no such option and I would give up, but they pulled it and nothing happens. I now that this requirement of polish support is far from normal but they claimed on their website that it is possible. I know that in Chicago is the biggest Polish community in the US so I have think that it will be far better that it is.
In the end please forgive me my English if there is some unnatural expressing but it is not my first language.
