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Trading: Primarily Energy but also a little Equities, Fixed Income, Metals and Crypto.
Frequency: Many times daily
Duration: Never
Posts: 5,049 since Dec 2013
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I used to think that TS Customer Service was pretty good. Sure you might wait 10-15 mins to get somebody but they usually resolved my issue very quickly and politely. Post Covid though its been terrible. Phone lines no longer taking calls. Online chat often unavailable (I assume due to high volume). Even when you do get in queue waits are over an hour and sometimes as long as two hours. Definitely one of the companies that has struggled to adapt to Covid.
TS has a good platform and has had a good platform even back in the 00’s they had a good platform, but the service level is just not acceptable. My other brokers AMP & Ironbeam, I send a support email or call the desk and I have a response ASAP. I know people on here don’t like AMP, but I’ll say this much, I send Dan (owner) an email with an issue and he’s on it ASAP. When I can’t get ahold of a broker/bank who holds my capital in a timely fashion it causes me to wonder what the safety of my funds are. TS taking nearly 3 weeks to get back to me about a critical account issue is just beyond acceptable of a broker. I used to have both a series 3 & 63 and the NFA is very clear on customer accessibility. I am not going to, nor should I even have to time my customer contact calls in order to get ahold of someone, issues can arise in trading at anytime.
I also had the same impression about TS. The platform was slow and got stuck very often (at least 3 times per week).
Also I found quite annoying the hundreds of seminars and videos on the web that all seem to point out how marvelous the platform is, just because it allows you to build some custom OCO orders.
This is something that every platform has and if you insist so much on this feature it sounds like a scam to me.
Jesus Nava is the one who is always making this videos to explain the platform, and the videos are so slow! they seem to address complete beginners, then it's enough you dig a little bit below the surface and you discover that there is very little you can customize in TS.
Just to make an example there is not even a decent market profile tool in TS and to have Volume profile you have to pay an external service.
This is completely ridiculous. I can have everything for free in SierraChart and the platform is 1000 times more stable.
Also I don't like the fact that they are advertising on Chat With Traders.
Well for me it's a sign that they cater to the general public and that they are much more interested in gaining new client rather than keeping the old ones.
They could invest less on advertising and just improve the support.
