Hi Tom, I agree that the chart on TWE is looking better than it has.
siliconinvestor.com
Nice the see the "momentum" line back in positive territory.
A friend was relating his recent experience with TWE's phone system and had been disappointed with the results. Long wait and "disinterested" attitude of the eventual "customer service" person. He was attempting to get info on setting up a SEP IRA and whether he could roll his old IRA into the SEP once completed. He was so dissatisfied witht the first conversation, he called back. That time he got another person and a different answer! Now he's really confused.
It does sound like there are growing pains here. I used to enjoy talking to the folks in my local office in Milwaukee. They were professional and after a while knew who I was. The local number is no longer functional - all calls go through a central clearing house.
For me this doesn't matter as I usually place all my orders via computer and almost always after hours. They are place as "Limit Orders" and on a good for 60 day basis. Pretty hard to mess that sort of thing up!
I'm beginning to see why so many people here on the BB have been making noises about poor service. Since I had no direct problems, I assumed they were isolated instances. However, my friend's experience is educational. This isn't a person that gets rattled very easily.
As an investor in TWE, I want to see them build out their infrastructure to achieve the best possible service level for on-line traders. This, of course has the upper limits of the Internet itself. As the Internet improves with faster switches, more optical cable, etc., we should also benefit with better accessability. However, they need to have something on hand that works for us to access!
Regarding Customer Service, it sounds like the training depth isn't there yet for answering questions of a higher level than "Can I open an account?" I have to assume that TWE management knows of these shortcomings and is addressing them in a timely fashion.
Again, as an investor in TWE, if there's a saving grace to any of this it's that there's not been a good alternative for investors to choose. I don't want to depend on that to save TWE's bacon in the future, however.
Best regards, Tom |
