Having used RKG and Odin for about 9 months now, I am seriously considering closing the account. The only reason to continue is their low brokerage; and that is awesome. Else the account would have closed long back.
There seem to be three dimensions in my complaints against them:
1. Service / Backoffice
The backoffice -- contract notes, fund transfer, ledger -- is satisfactory so far; no issues there.
The service from Kolkata office is competent and satisfactory. Lately, Kolkata office has taken to transferring calls to Delhi; probably under instructions. Delhi is short and rude, can say hello and keep you hanging on the phone (with trading conversation in the background), or just say that they will call back without asking for name or number.
As a company, RKG needs to grow up. If an Odin upgrade has been announced, it cannot be via a broadcast message in the trading software; a client may or may not be logged in and it should be via email. If the server is down, the minimal thing to do is an advisory on their website (this would also serve as a history of their downtime). They should stop using the Odin Client as a bulletin board ("Dear user, please pay your dues by today", "Please ignore the previous message", "All client connections have been blocked by your system administrator. Please contact your system administrator")
2. Network Infrastructure and broadcast configuration
This is the weakest point and it ought to be their strongest. Most of the issues have been mentioned by others.
For me, quotes update no faster than 4 seconds. The Last Update Time column in market watch confirms this. RKG have looked at this issue via TeamViewer but cannot offer a solution.
During high volume trading, such as near support or resistance, quotes just freeze. Far too often, this has led to me being unable to take the extra few points or change stop loss. I probably do a broadcast server reconnect 20 times a day.
Recently, orders have begun to stay in transmitted status for upto a minute. Will need to see my doctor sooner.
Limits of 20 symbols in market watch, max 3 of best 5, etc. are impractical. This is a configuration at RKG's end, and the finger point straight at them.
More frequent downtime than earlier. It seems that their infrastructure capacity is not keeping pace with their client base. In fact, I would be hard put to recall a day in the last month where there has not been some problem or the other.
3. Odin Diet issues
The poor interface and user experience issues are probably not in RKG's hands and others have remarked that FT cares twiddly for end users. Again, most issues have been mentioned by others.
- If the net connection fails, Odin shuts unceremoniously
- Message boxes pop up and closes too fast to read
- Inability to turn off message boxes one is not interested in e.g. Auction Market is starting, MCX session is open
- Inability to turn off message broadcasts for certain categories e.g. company announcements
- Password is limited to 8 characters
- Market watch show invalid values of open interest
- Nifty does not show OHLC values
- Clunky column configuration in windows
- Does not remember all window settings
- No help file
- Graphs - no comments
- etc.
