To our customers
We always strive to provide the best level of service we can, and strive to treat our customers in a professional, courteous manner. Sometimes we do make mistakes of course, and we attempt to correct them and go forward. But I don't believe myself or my collegues ever use the type of profanity and name calling I've seen on this and other message boards. If thats not true - please email the details to support@tdc.com and it will be dealt with immediately.
Along with that philosophy, we expect to be treated in kind. Communications to us that contain name calling, profanity, shouting, and other similar sentiments will not be responded to; you will be asked to contact us again when you've calmed down and can work with us without being abusive.
If you need technical help, we offer 4 levels of support:
1) level 1 support - open myTrack chat - ask for help in one of our chat channels
2) level 2 support is via email, using the tell track process
3) level 3 support is provided by phone call to 1-800-myTrack
4) if you feel you have not been helped by one of these mechanisms, you can contact our management for a review of your situation - you do this by using the tell track note directed to 'comments'
Brokerage Support
Please note that we do not at this time accept brokerage orders via chat - so a request to buy/sell a position, modify an order, or delete an order - we are not able to take this in chat channels 3 or 9, and these types of brokerage support issues must be called in to the brokers - at 1-800-698-7225, option 3. Our Brokerage reps in channels 3 and 9 can and do assist customers with software questions, order handling rules, funding and account setup questions etc. Buy anything that requires an order to be entered or modified must be called in.
Friday - myTrade system
The brokerage subsystem (myTrade) was up and functioning all day. It did not go down.
System Lockups at open
Prior to this week we had problems with the system freezing and locking up at the open for the first 10-15 minutes of each trading day. A similar issue was evident during the last 7-8 minutes of each trading day.
This problem has been corrected.
Last Week
There were no lockups at open or close all week, the system was running fine. While I cant promise that all these issues are behind us and no more computer problems will occur, they did not occur this week. Lets credit the programming staff where its due - they solved the lockup at open problem. If you have having lockup at open problems that occurred this week - it was not on our end. Please contact tech support for help with your pc configuration. We want to help you - call.
Phone System
Most of the week phone waits were minimal. Friday was an exception - we have something wrong in the phone system causing unacceptable wait times. This remains an open, priority issue for us, and is being actively addressed by our management. We intend to solve this as soon as we can by adding even more phone capacity and additional staff.
High Bandwidth Systems
We've seen some interesting problems with a few folks using high bandwidth systems. Analysis of their data flows indicates problems with their systems receiving the data we're transmitting. In several cases they're had significant performance improvements by reverting back to dial up modems. In other cases we can help with pc configuration changes - call tech support.
Our customers come first - and we strive to provide the best service we can. Anyone who feels I have not provided the best service I can in the chat channels can email support@tdc.com with your concerns. Those of you whom still feel you're having system problems this week - please call tech support and ask them to work with you on your pc and isp configurations - we will help you - 1-800-698-7225 option 1.
But I reiterate - the system did not go down Friday, and we did not have lockup problems at open this week. We had record numbers of customers online this week, and record LOW numbers of performance complaints. When the system has a problem - we admit to it. It ran fine this week - if you feel otherwise - call tech support ask for help, or ask in one of our chat channels.
I do not have time to monitor message boards continuously, so if there is anything I or other hosts can do for you, please contact the host on duty in the myTrack public chat channel during market hours - we will do our very best to answer all of your questions.
regards,
pewd
hostPAUL, MyTrack |
