Schwab IT advice was wrong

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bondsr4me
Posts: 1111
Joined: Fri Oct 18, 2013 7:08 am

Schwab IT advice was wrong

Post by bondsr4me » Sat Jun 08, 2019 12:19 pm

Thursday I contacted CS via real-time chat.
My issue was with the CS mobile app for my iPadPro.
I want to see more info when I look at my “Watch List” screen.
I want to see Bid, Ask, Last,Dividend Amount, Div Yield, Ex-Dividend Date.
You can’t edit the columns in this app.
You only see symbol, name (which is blank), price and change.
I contacted CS thru the real-time chat and the rep told me to download the Schwab Street Smart Edge app instead.
So I did....it said I couldn’t open the app; it is not available to all customers.
I called Schwab and spoke to the SSE person. He said this app is not currently available; maybe later on this year.
Hmmm....if that don’t beat all....they have an app in the App Store that is basically useless.
I like CS, but this bit of misinformation kinda upset me.
Vanguard reps take a pretty good beating in this forum for not being well-informed, but I guess it goes to show all firms have people that don’t know what they are talking about.
As a side note, I strongly prefer Fidelity’s iPad app...much much more info and flexibility.
OK....done my rant....have a wonderful weekend.

DetroitRick
Posts: 683
Joined: Wed Mar 23, 2016 9:28 am

Re: Schwab IT advice was wrong

Post by DetroitRick » Sat Jun 08, 2019 1:32 pm

Although I do regard Schwab's customer service highly, I have still had some rare instances of getting wrong or incomplete information. They are not perfect, and fortunately it doesn't happen to me often (but my calls are pretty rare, and any questions I do have are fairly complex). Your best bet is probably going to involve calling again, expressing some level of dissatisfaction with prior answers (because at least one was wrong :D ), and asking again. Usually when issues have occurred for me, the second call WITH that expression of dissatisfaction gets good results. On one single occasion, I had to get my local rep involved. My issue then got addressed correctly and immediately.

As to the first point about the lack of spread and dividend info on the mobile app, it IS there on my (admittedly Android) version. From your watch list, click on the right-pointing caret to the far right of the stock symbol. That will give you a Trade screen with current price and daily/52 week range. Then, scrolling down, you will then see Bid, Ask, Volume and much more. Below that is a Dividend section with latest dividend, annual yield, past ex date and next pay date. Then below that are other sections: Earnings, Share Profile, Margin Reqs, and Business Summary. Again this in on my Android app, but I would hope they would be the same.

As to the Streetsmart Edge part of the issue, you have me wondering. I do use the application, but only on pc. Great piece of software, and constantly improving. It's pretty beefy and screen intensive, so I've not yet used the mobile version. But with your iPadPro, I can see the application. The first potential issue MAY be authorization for initial use. Streetsmart is available to all customers, and this could have changed, but I seem to recall having to first click a button for approval to get the software initially. This may be no longer true, though, as that was about 5 years ago. As to the mobile version itself, I'm reading conflicting info on availability and stability in both the Google Play and App Store. Really, I would recommend calling Schwab again and putting their feet to the fire on current or future availability. Best of luck.

Nthomas
Posts: 150
Joined: Fri Jul 15, 2016 8:46 am

Re: Schwab IT advice was wrong

Post by Nthomas » Sat Jun 08, 2019 6:09 pm

bondsr4me wrote:
Sat Jun 08, 2019 12:19 pm
Thursday I contacted CS via real-time chat.
My issue was with the CS mobile app for my iPadPro.
I want to see more info when I look at my “Watch List” screen.
I want to see Bid, Ask, Last,Dividend Amount, Div Yield, Ex-Dividend Date.
You can’t edit the columns in this app.
You only see symbol, name (which is blank), price and change.
I contacted CS thru the real-time chat and the rep told me to download the Schwab Street Smart Edge app instead.
So I did....it said I couldn’t open the app; it is not available to all customers.
I called Schwab and spoke to the SSE person. He said this app is not currently available; maybe later on this year.
Hmmm....if that don’t beat all....they have an app in the App Store that is basically useless.
I like CS, but this bit of misinformation kinda upset me.
Vanguard reps take a pretty good beating in this forum for not being well-informed, but I guess it goes to show all firms have people that don’t know what they are talking about.
As a side note, I strongly prefer Fidelity’s iPad app...much much more info and flexibility.
OK....done my rant....have a wonderful weekend.
I think every time (or almost every time) I have contact Schwab via chat or phone I have received a follow up email asking me to rate my interaction. The one time I was dissatisfied, I was contacted within 1-2 days by a manager who went way out of his way (time zone issues and called me after his normal business hours) to answer my questions and address any issues. I was extremely impressed. I also like how, in my experience, the CS reps have no issues with admitting they don't know the answer and finding someone who does. When they say they will find out and call back, they always do.

Topic Author
bondsr4me
Posts: 1111
Joined: Fri Oct 18, 2013 7:08 am

Re: Schwab IT advice was wrong

Post by bondsr4me » Wed Jun 12, 2019 11:18 am

Nthomas wrote:
Sat Jun 08, 2019 6:09 pm
bondsr4me wrote:
Sat Jun 08, 2019 12:19 pm
Thursday I contacted CS via real-time chat.
My issue was with the CS mobile app for my iPadPro.
I want to see more info when I look at my “Watch List” screen.
I want to see Bid, Ask, Last,Dividend Amount, Div Yield, Ex-Dividend Date.
You can’t edit the columns in this app.
You only see symbol, name (which is blank), price and change.
I contacted CS thru the real-time chat and the rep told me to download the Schwab Street Smart Edge app instead.
So I did....it said I couldn’t open the app; it is not available to all customers.
I called Schwab and spoke to the SSE person. He said this app is not currently available; maybe later on this year.
Hmmm....if that don’t beat all....they have an app in the App Store that is basically useless.
I like CS, but this bit of misinformation kinda upset me.
Vanguard reps take a pretty good beating in this forum for not being well-informed, but I guess it goes to show all firms have people that don’t know what they are talking about.
As a side note, I strongly prefer Fidelity’s iPad app...much much more info and flexibility.
OK....done my rant....have a wonderful weekend.
I think every time (or almost every time) I have contact Schwab via chat or phone I have received a follow up email asking me to rate my interaction. The one time I was dissatisfied, I was contacted within 1-2 days by a manager who went way out of his way (time zone issues and called me after his normal business hours) to answer my questions and address any issues. I was extremely impressed. I also like how, in my experience, the CS reps have no issues with admitting they don't know the answer and finding someone who does. When they say they will find out and call back, they always do.
Quite coincidentially, I did receive an on-line survey which I responded to with a few remarks as necessary.
I subsequently received an email from the “Client Advocacy Team Survey Followup” Resolution Manager.
I called her. We had a very nice, friendly conversation about the issues I had mentioned in the survey.
She mentioned that Schwab’s technical group is working on the app I had issues with and hopes to have the app available for everyone soon.
It is my opinion that Schwab’s StreetSmartEdge platform for the Mac is somewhat lacking; much better on Windows.
But, I am satisfied with Schwab’s customer service; very good IMHO.

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