Schwab Defends App Bashed as Clunky by Some Former Ameritrade Clients
The complaints about change don’t tend to be about the thinkorswim trading platform, which came with the Ameritrade acquisition, since there wasn’t a change there, he explained. “It tends to be about the mobile app, because the mobile app is what many TDA clients use who don’t use thinkorswim, and they’re going from one experience, TDA mobile, to Schwab mobile,” Craig said, comparing the situation to to a BMW driver waking up one day and finding a Mercedes in the garage and having difficulty figuring out where things are at first. Craig also explained that “what Schwab does is far more significant from a capability standpoint than what Ameritrade did. So as you’d expect, our app, our web experiences are more comprehensive. We’re also a lot larger.” Some former Ameritrade clients ask why Schwab doesn’t just use the Ameritrade app, Craig noted, saying there are many reasons. If Schwab did that, “we’d have three times as many complaints on the blue (or Schwab) side.” Prior to conversions, Schwab’s app and mobile experiences were rated highly, either at par with or better than those of TD Ameritrade, he added. “We’re getting a very, very small number of complaints,” he said. ”They tend...