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Non-Tech : Complaints About Schwab
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To: Chris Nevil who wrote (148)3/9/2000 12:31:00 PM
From: Jorj X Mckie  Read Replies (1) of 196
 
Fun with Schwab Quatro

Their response to my previous email:
>Thank you for your e-mail.
>
>Again, we regret any concern or frustration caused by the difficulty you experienced while accessing your account electronically the this morning. Please see the reply to your other e-mail.
>
>Whenever you have a time-critical issue we urge you to telephone Schwab Signature Services Platinum at 1-800-544-4530 or visit one of our branches when you experience difficulty while placing an order, and our team will be happy to assist you.
>
>If you have any further questions or concerns, please do not hesitate to contact us. Thank you for using Schwab's Electronic Brokerage Services.
>
>Sincerely,

My response:
I guess that the "again" indicates that you actually read my email. Are you somehow forbidden from actually addressing the issues that are raised by your customers? If so, we even bother having the option to send you emails?

And I did call my Schwab Signature Services Platinum team at 1-800-544-4530. The first time I called I was on hold for 15 minutes before I finally hung up in disgust. The second time I got through after about 10 minutes. Not very timely in my book. Of course, heading down to the branch office would have solved that problem.

Since I know you won't answer questions about what caused the problem or even if you are doing anything to avoid them in the future, would you answer this question with a yes or no...Are you forbidden from actually addressing these problems with customers?
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