In life, you get what you pay for. When you pay discounted brokerage fees you should not expect the same level of service provided by a full-service broker. Another way to look at is discount brokers value their services less than full-service brokers. To make up the difference from charging lower fees, a discount broker has to take on more clients, Which means there's a greater chance the discount broker can't devote as much time to each client. It's not rocket science, just reality.