Anonymous
Post 02/02/2025 13:04     Subject: Vanguard customer service is TERRIBLE
Anonymous wrote:I don't know why people have kept recommending Vanguard for years on DCUM.


Because they have good products. They've long had the lowest fees (although the other brokerages have been forced to match them now), they are very good at minimizing taxes on mutual fund/ETF investments, and they have a Treasury money market right now that pays more than pretty much any HYSA.

It's true over the last 5-10 years they've disinvested in customer service for retail investors but many us of go years and years and years without ever needing to talk to someone.
Anonymous
Post 02/02/2025 13:01     Subject: Vanguard customer service is TERRIBLE
That has not been my experience.
Anonymous
Post 02/02/2025 12:06     Subject: Re:Vanguard customer service is TERRIBLE
Anonymous wrote:Not helpful to the OP, but at VG, as at other institutions, the more valuable you are as a customer the better the service you (usually) receive. I am a Wealth Management client at VG and have direct access to a dedicated Advisor, with additional access to the Advisor's support staff. Any messages to them are usually replied to within a few hours, an I can schedule convenient telcalls with any of them when desired for any reason. This is part of the value proposition in return for the PAS fees I pay.


This- - I have over $1 million in personal assets at Vanguard and I get fast service. I don't need service very often, but when I do they are great.
Anonymous
Post 02/02/2025 12:02     Subject: Vanguard customer service is TERRIBLE
I don't know why people have kept recommending Vanguard for years on DCUM.
Anonymous
Post 02/02/2025 12:00     Subject: Re:Vanguard customer service is TERRIBLE
Anonymous wrote:Not helpful to the OP, but at VG, as at other institutions, the more valuable you are as a customer the better the service you (usually) receive. I am a Wealth Management client at VG and have direct access to a dedicated Advisor, with additional access to the Advisor's support staff. Any messages to them are usually replied to within a few hours, an I can schedule convenient telcalls with any of them when desired for any reason. This is part of the value proposition in return for the PAS fees I pay.


This- - I have over $1 million in personal assets at Vanguard and I get fast service. I don't need service very often, but when I do the are great.
Anonymous
Post 01/27/2025 19:39     Subject: Vanguard customer service is TERRIBLE
Schwab's customer service has been excellent.
Anonymous
Post 01/27/2025 18:48     Subject: Vanguard customer service is TERRIBLE
Anonymous wrote:I think you could shorten it to customer service is terrible. I don’t anywhere that does it well any longer.


This. And especially true for small retail investors. It is like trying to call any airline. It is NOT good but it is reality.

And for all kinds of businesses, someone at the Super Gee Whiz level gets better treatment than Joe & Jane Random.
Anonymous
Post 01/27/2025 18:36     Subject: Re:Vanguard customer service is TERRIBLE
Not helpful to the OP, but at VG, as at other institutions, the more valuable you are as a customer the better the service you (usually) receive. I am a Wealth Management client at VG and have direct access to a dedicated Advisor, with additional access to the Advisor's support staff. Any messages to them are usually replied to within a few hours, an I can schedule convenient telcalls with any of them when desired for any reason. This is part of the value proposition in return for the PAS fees I pay.
Anonymous
Post 01/27/2025 18:27     Subject: Vanguard customer service is TERRIBLE
I have had a horrible experience with Fidelity and a good one with Vanguard. I don’t think there’s any company that does it particularly well at this point
Anonymous
Post 01/27/2025 18:26     Subject: Vanguard customer service is TERRIBLE
I think you could shorten it to customer service is terrible. I don’t anywhere that does it well any longer.
Anonymous
Post 01/27/2025 17:22     Subject: Re:Vanguard customer service is TERRIBLE
The same complaints exist on Bogleheads with regard to Fidelity and Schwab. Patience is sometimes required. Small comfort, but the way it is not only in this context but when trying to reach customer service functions in a wide range of government agencies and private enterprises.
Anonymous
Post 01/27/2025 15:43     Subject: Vanguard customer service is TERRIBLE
Tried to leave as well. What a mess! John Bogle rolling over in his grave….
Anonymous
Post 01/27/2025 15:40     Subject: Vanguard customer service is TERRIBLE
Yes. Vanguard’s thing is cheap fees but they have no interest in providing customer service to retail investors.

I have found Schwab’s customer service pretty good.
Anonymous
Post 01/27/2025 15:38     Subject: Vanguard customer service is TERRIBLE
Unfortunately stuck with them because of custodial IRA and Roth, but have no interest in keeping my own money there.
I also got rid of Schwab. Fidelity has been fine.
Anonymous
Post 01/27/2025 14:41     Subject: Vanguard customer service is TERRIBLE
We are trying to transfer an IRA out of vanguard and -OMG- it's taken over two months. Just called to talk to a representative again and the wait time is 30 minutes.
Avoid, avoid, avoid.