Hi Kharikumaar. Do send me your client ID I'll arrange a call back today.
You say you want to arrange a call back-- For what?. why should support response be only when there pressure from top.
Let me explaing to you what i went through during this instance.
I wanted to place an option order and found that your system was rejecting it for the reason " lack of funds" even though there was sufficient funds, When i called your support the first time and told the the person the problem, he checks your system and condescendingly answers that my orders are getting rejected because there are no funds , with his tone clearly indicating that I must be an idiot to place an order without funds and a bigger idiot to call them and complain !!!. So I had to tell him all over again what happened and he checks again and says I am placing a margin order that is why , i had to tell him again it is an order for options and i dont need to choose intraday. Then he finally says there could be an issue and i should place the order again after 2 minutes it will be fine. Five minutes later i tried again with exactly the same result.
So I called your office again and this time a different " support " person answered and i had to listen to the same insults again. and go through exactly the same thing as i had the first time with the same resolution of two minutes with an assurance someone will call after that.
When after some time i still had the same issue and no call back as assured, i called your office again, for the third time. This time again a different person answered and unbelievably gave the same condescending response. This time i lost my cool and then your person checks again and says that he can see that this issue has been raised and is being resolved,( why he hadn't done so earlier is beyond my comprehension) and he goes on to add that i will only get a call once it is resolved. So i assume that as a simple customer it becomes my duty to wait till they decide to address the issue.!!
First of all we had been taught the adage " the customer is always right " - even if he isnt. The issues would be taken accordingly and in case the customer is wrong , it would be shown to him in the end , and not the other way round where the is wrong and it becomes his duty to prove otherwise.
You quietly noted that the issue was resolved, but what you do not say is that it took them more than an hour to do so and that too at a cost to the client.
We're in the process of shifting office, hiring more people for support and to train them how to respond better. It takes time but I assure you, we are on the job.