Can anyone reach Vanguard on the phone?
Can anyone reach Vanguard on the phone?
[2020 thread bumped in 2021 (Page 4) --admin LadyGeek]
I have tried to call Vanguard the last three days in a row, to ask a question about my accounts. Every time I am on a hold for 30 minutes and then have to go before anyone answers. What's going on? Is this everyone's experience now?
Supposedly I have Flagship services, but I guess that means nothing.
Now they also have an annoying phone menu you have to slog through to say why you are calling. None of the options apply to my reason for calling, but there is no "for all other reasons" option and just hitting "0" repeatedly does not ring you through.
It didn't used to be like this. For years and years. I'd call and maybe wait a minute or two at most and then get someone, no annoying automated phone system to deal with.
I know it's the pandemic and everything. But I have this sort of problem with exactly zero other businesses, large and small, financial and otherwise. They all seem to have adapted to answering the phone without problem.
Is this really the state of Vanguard's customer service now? Worse than health insurance companies and the cable company?
I have tried to call Vanguard the last three days in a row, to ask a question about my accounts. Every time I am on a hold for 30 minutes and then have to go before anyone answers. What's going on? Is this everyone's experience now?
Supposedly I have Flagship services, but I guess that means nothing.
Now they also have an annoying phone menu you have to slog through to say why you are calling. None of the options apply to my reason for calling, but there is no "for all other reasons" option and just hitting "0" repeatedly does not ring you through.
It didn't used to be like this. For years and years. I'd call and maybe wait a minute or two at most and then get someone, no annoying automated phone system to deal with.
I know it's the pandemic and everything. But I have this sort of problem with exactly zero other businesses, large and small, financial and otherwise. They all seem to have adapted to answering the phone without problem.
Is this really the state of Vanguard's customer service now? Worse than health insurance companies and the cable company?
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Re: Can anyone reach Vanguard on the phone?
I'd compose a message using their internal email messaging system on the Vanguard website. This might lead to a result, or you may learn the direct dial phone number of a crew member willing to help.
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Re: Can anyone reach Vanguard on the phone?
Unfortunately, you get what you pay for, and the price of Vanguard cheap funds is spending time on hold when you call them. I called them today and was on hold for about 30 minutes, but they did eventually pick up and help me. (very rare that I need help fwiw). If you search the blog, you will see many complaints of long wait times going back years. My only suggestion is call when you have time to wait. Or move to Fidelity or Schwab for "better" customer service.
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Re: Can anyone reach Vanguard on the phone?
I reached the Flagship group yesterday after about a 20 minute wait. I needed to convert some mutual funds into ETFs.
I figure any call made in December is going to entail a longer wait than normal. I just put my phone on speaker mode, and did other things while I waited.
My normal contact is via email, but conversions require talking to a rep.
Roads aren't built to cover extreme traffic loads, and neither are many of the companies I deal with so far as phone systems. Thankfully most of my financial relationships offer email contacts.
I expect Vanguard is being hit just as hard as many other companies are with the spikes in covid cases.
Broken Man 1999
I figure any call made in December is going to entail a longer wait than normal. I just put my phone on speaker mode, and did other things while I waited.
My normal contact is via email, but conversions require talking to a rep.
Roads aren't built to cover extreme traffic loads, and neither are many of the companies I deal with so far as phone systems. Thankfully most of my financial relationships offer email contacts.
I expect Vanguard is being hit just as hard as many other companies are with the spikes in covid cases.
Broken Man 1999
“If I cannot drink Bourbon and smoke cigars in Heaven then I shall not go." - Mark Twain
Re: Can anyone reach Vanguard on the phone?
Thanks for the thoughts.
Yes, I rarely call Vanguard. Mostly I figure out my own issues and am happy with the website. When I do call them, it's because something weird has happened. That's what makes phone menu systems that assume you could only be calling for the most obvious tasks annoying. I wouldn't call if I just wanted to do some obvious predictable task.
But I guess I've never experienced hold times anything close to this before, for the last two decades. It's hard to believe that I was just getting lucky all those years. I guess that's why I'm curious if others feel like Vanguard has taken a turn for the even worse, when you thought it couldn't get worse.
Anyway, it's nice to know someone got through and that it's at least theoretically possible.
Yes, I rarely call Vanguard. Mostly I figure out my own issues and am happy with the website. When I do call them, it's because something weird has happened. That's what makes phone menu systems that assume you could only be calling for the most obvious tasks annoying. I wouldn't call if I just wanted to do some obvious predictable task.
But I guess I've never experienced hold times anything close to this before, for the last two decades. It's hard to believe that I was just getting lucky all those years. I guess that's why I'm curious if others feel like Vanguard has taken a turn for the even worse, when you thought it couldn't get worse.
Anyway, it's nice to know someone got through and that it's at least theoretically possible.
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Re: Can anyone reach Vanguard on the phone?
Yet I called TD Ameritrade three times in the past week or so and never had to wait for more than a few minutes.mhalley wrote: ↑Thu Dec 03, 2020 6:14 pm Unfortunately, you get what you pay for, and the price of Vanguard cheap funds is spending time on hold when you call them. I called them today and was on hold for about 30 minutes, but they did eventually pick up and help me. (very rare that I need help fwiw). If you search the blog, you will see many complaints of long wait times going back years. My only suggestion is call when you have time to wait. Or move to Fidelity or Schwab for "better" customer service.
Vanguard has trillions under management and takes out well over a billion in fees. I don't think Vanguard is hurting for money.
We plan. G-d laughs.
Re: Can anyone reach Vanguard on the phone?
I was able to get them today but had to wait 20 mins
Re: Can anyone reach Vanguard on the phone?
Sorry to hear you are experiencing problems with Vanguard, but you are unfortunately not alone.
I have found that the E*TRADE Elite Client Services team answers the phone within a few minutes. If I call my E*TRADE advisor and get his voice mail, I generally receive a returned call within an hour or so. Same response time if I email my E*TRADE advisor. If he is out of town, the branch service representative can handle whatever I need in a prompt and professional manner.
I switched to them last year after thirty years at Vanguard and experiencing declines in benefits, competence and customer service the last few years there. No transaction fee on most Vanguard mutual funds and a generous bonus offer when you fund a new account: https://us.etrade.com/what-we-offer/how-it-works/promo.
Same great Vanguard funds, much better service!
I have found that the E*TRADE Elite Client Services team answers the phone within a few minutes. If I call my E*TRADE advisor and get his voice mail, I generally receive a returned call within an hour or so. Same response time if I email my E*TRADE advisor. If he is out of town, the branch service representative can handle whatever I need in a prompt and professional manner.
I switched to them last year after thirty years at Vanguard and experiencing declines in benefits, competence and customer service the last few years there. No transaction fee on most Vanguard mutual funds and a generous bonus offer when you fund a new account: https://us.etrade.com/what-we-offer/how-it-works/promo.
Same great Vanguard funds, much better service!
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Re: Can anyone reach Vanguard on the phone?
Do you a flagship rep? I know I can schedule an appointment for him to call me, though I've never actually done it. It has been a while since I've needed to call Vanguard. The last time was a couple of years ago when we transferred a variable annuity to them just to consolidate things. (Sure enough a year and a half later Vanguard decides to get out of the business of managing them so now I'm more or less back where we started. though the investment options do have lower cost than the original vendor.)
Back then I do not recall any issues getting help or getting put on hold, but I started the process via my flagship rep. The folks in the annuity office were really professional and were extremely helpful and diligent.
A
Back then I do not recall any issues getting help or getting put on hold, but I started the process via my flagship rep. The folks in the annuity office were really professional and were extremely helpful and diligent.
A
cb474 wrote: ↑Thu Dec 03, 2020 6:20 pm Thanks for the thoughts.
Yes, I rarely call Vanguard. Mostly I figure out my own issues and am happy with the website. When I do call them, it's because something weird has happened. That's what makes phone menu systems that assume you could only be calling for the most obvious tasks annoying. I wouldn't call if I just wanted to do some obvious predictable task.
But I guess I've never experienced hold times anything close to this before, for the last two decades. It's hard to believe that I was just getting lucky all those years. I guess that's why I'm curious if others feel like Vanguard has taken a turn for the even worse, when you thought it couldn't get worse.
Anyway, it's nice to know someone got through and that it's at least theoretically possible.
Re: Can anyone reach Vanguard on the phone?
Most customers with Flagship status no longer have Flagship reps. A few do. If you still do may as well use it but most Flagship clients now get routed to a call center with no option of a named rep.almostretired1965 wrote: ↑Thu Dec 03, 2020 6:45 pm Do you a flagship rep? I know I can schedule an appointment for him to call me, though I've never actually done it.
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Re: Can anyone reach Vanguard on the phone?
I'm loving e trade. The local branch guy responds quickly to my questions and even follows up when we talk about something and i drop the ball.galawdawg wrote: ↑Thu Dec 03, 2020 6:42 pm Sorry to hear you are experiencing problems with Vanguard, but you are unfortunately not alone.
I have found that the E*TRADE Elite Client Services team answers the phone within a few minutes. If I call my E*TRADE advisor and get his voice mail, I generally receive a returned call within an hour or so. Same response time if I email my E*TRADE advisor. If he is out of town, the branch service representative can handle whatever I need in a prompt and professional manner.
I switched to them last year after thirty years at Vanguard and experiencing declines in benefits, competence and customer service the last few years there. No transaction fee on most Vanguard mutual funds and a generous bonus offer when you fund a new account: https://us.etrade.com/what-we-offer/how-it-works/promo.
Same great Vanguard funds, much better service!
Vanguard allowed me to put on my phone number the other day and then they called me back when it was my turn...seemed reasonable.
Re: Can anyone reach Vanguard on the phone?
Yeah, the flagship rep no longer appears on my homepage when I login, so I guess that's gone. It really seems like "flagship" services means nothing anymore.
System does not offer me that option when I call.ronocnikral wrote: ↑Thu Dec 03, 2020 8:00 pm Vanguard allowed me to put on my phone number the other day and then they called me back when it was my turn...seemed reasonable.
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Thanks for the suggestion about Etrade. I guess it seems like a hassle to change my accounts, given that I almost never need to call Vanguard. But maybe it's a sign of things to come in my future. It makes me sad that I can't just recommend Vanguard to friends and family anymore, without hesitation.
Re: Can anyone reach Vanguard on the phone?
Replying because this week I had to call twice, and both times was on hold 20-30 minutes. (800-823-7413 Monday through Friday 8:00 am to 8:00 pm. Eastern Time) When the robot did not understand my issue, I just said "representative". Each time it did give me the option of automatically calling me back which I did. Only drawback there is that on the callback you now have to re-verify your identity.
Bottom line, I guess, is that wait times vary for whatever reasons, and there have been times when they are "experiencing a very high call volume" (or, more likely, the ratio of customer representatives to phone calls is what is changing, just like it varies at my work due to covid, holiday, vacation, technology issues, etc.).
Earlier this year I had a TIRA transfer take two months, and it didn't actually happen until I called. This motivated me to not sit back and wait patiently, so I've called twice. However, I did not succeed in hurrying along the process. Oh well...
Bottom line, I guess, is that wait times vary for whatever reasons, and there have been times when they are "experiencing a very high call volume" (or, more likely, the ratio of customer representatives to phone calls is what is changing, just like it varies at my work due to covid, holiday, vacation, technology issues, etc.).
Earlier this year I had a TIRA transfer take two months, and it didn't actually happen until I called. This motivated me to not sit back and wait patiently, so I've called twice. However, I did not succeed in hurrying along the process. Oh well...
Then ’tis like the breath of an unfee’d lawyer.
Re: Can anyone reach Vanguard on the phone?
Well, remember, Bogleheads have always insisted on being assigned only the most experienced reps - like ones Bogle brought with him from Wellington. So even if you have a dedicated rep, your rep probably accumulates so much vacation every year that (s)he has "use it or lose it" time to burn every December. And November. And October. Sometimes that experience-required thing comes back to bite you.stan1 wrote: ↑Thu Dec 03, 2020 7:06 pmMost customers with Flagship status no longer have Flagship reps. A few do. If you still do may as well use it but most Flagship clients now get routed to a call center with no option of a named rep.almostretired1965 wrote: ↑Thu Dec 03, 2020 6:45 pm Do you a flagship rep? I know I can schedule an appointment for him to call me, though I've never actually done it.
Re: Can anyone reach Vanguard on the phone?
Wonder if there is an effect where, as the simpler transactions are done more and more online, that the call center gets the more complex problems, which take longer to solve and are more likely to get messed up.
Sort of like how some hospitals with the most cutting-edge doctors get the toughest cases, which causes their success rate to go down.
Sort of like how some hospitals with the most cutting-edge doctors get the toughest cases, which causes their success rate to go down.
Re: Can anyone reach Vanguard on the phone?
Just waited on the phone 50 minutes for Fidelity this week. Rep said they were getting hammered with year end calls. He thought they were higher than usual this year.
Just another anecdote...
Just another anecdote...
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Re: Can anyone reach Vanguard on the phone?
It wasn't as big of hassle as I thought. I made the (partial) switch because I was setting up a solo 401k and I think they have the best one out there. I've done all but rollover my roth accounts. my local guy showed me how to initiate everything online and then was there to answer any questions, if I had them. 401k employer rollovers have been easy too, they setup an appointment with their specialist and he gets on the phone and makes it happen in under 10 mins. One account of mine had like $350k in it and etrade covered the overnight fee for the check.cb474 wrote: ↑Thu Dec 03, 2020 8:22 pmYeah, the flagship rep no longer appears on my homepage when I login, so I guess that's gone. It really seems like "flagship" services means nothing anymore.
System does not offer me that option when I call.ronocnikral wrote: ↑Thu Dec 03, 2020 8:00 pm Vanguard allowed me to put on my phone number the other day and then they called me back when it was my turn...seemed reasonable.
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Thanks for the suggestion about Etrade. I guess it seems like a hassle to change my accounts, given that I almost never need to call Vanguard. But maybe it's a sign of things to come in my future. It makes me sad that I can't just recommend Vanguard to friends and family anymore, without hesitation.
I did mention to the etrade person on the phone that I had about $1 mil I was looking to possible move over and she had the local branch guy call me.
I'd personally wait for a deposit promotion like they have now. You can get up to like $2500, I think even for transferring retirement accounts. First, check to see if the mutual funds you want are available. There are a lot of "core" VG funds, but not all of them. There are "good" funds from other companies so it opens things up IMO.
Re: Can anyone reach Vanguard on the phone?
Send a secure message with your question and you'll either get an answer or a call back. I would rather do that than wait on the phone. It's year-end in Covid-times and many call centers are a mess.
Re: Can anyone reach Vanguard on the phone?
If you are considering other brokerage options, it may be worth your time to call your local E*TRADE office (if there is one near you) to speak with an advisor. E*TRADE currently has a targeted promotion that pays out $3,500 on a $1 million transfer. https://us.etrade.com/what-we-offer/how ... ks/winback
But since it is a targeted offer, you'll need to see if E*TRADE would be willing to work with you on maximizing bonus opportunities. They may even be willing to match the targeted offer for you. When we moved to E*TRADE, the highest bonus offer available to anyone was $2,500. Our local advisor recommended that we move our portfolio in two stages. The first transfer was $1 million for the $2,500 bonus and the remainder we transferred over a few months later when he alerted us to a new bonus offer for existing customers.
If E*TRADE continues to maintain the same excellent level of customer service, along with the other benefits and services they offer (including no transaction fees on most Vanguard mutual funds), I will be a very, very happy customer!
But since it is a targeted offer, you'll need to see if E*TRADE would be willing to work with you on maximizing bonus opportunities. They may even be willing to match the targeted offer for you. When we moved to E*TRADE, the highest bonus offer available to anyone was $2,500. Our local advisor recommended that we move our portfolio in two stages. The first transfer was $1 million for the $2,500 bonus and the remainder we transferred over a few months later when he alerted us to a new bonus offer for existing customers.
If E*TRADE continues to maintain the same excellent level of customer service, along with the other benefits and services they offer (including no transaction fees on most Vanguard mutual funds), I will be a very, very happy customer!
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Re: Can anyone reach Vanguard on the phone?
I've had to call Vanguard many times this year (fallout from a death in the family). More times this year than in the previous 30 years combined.
I've found the representatives I worked with to be knowledgeable, professional, and polite. I made a call on Wednesday (late afternoon) and was able to get through with not much delay.
I don't know if it could be a cause, but one of Vanguard's significant customer support sites is in El Paso, Texas, which has been hammered pretty hard with Covid 19.
I've found the representatives I worked with to be knowledgeable, professional, and polite. I made a call on Wednesday (late afternoon) and was able to get through with not much delay.
I don't know if it could be a cause, but one of Vanguard's significant customer support sites is in El Paso, Texas, which has been hammered pretty hard with Covid 19.
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What's Up With Vanguard?
[Thread merged into here, see below. --admin LadyGeek]
I'm a long-term Vanguard client (since 2000, more or less) and a Flagship client. I just called my "Flagship" number to ask a question and was shunted to a computer-operated phone tree, asked a half dozen questions, and then put on a queue for a live person.
Then I received the message that there was a 15 minute wait, and would I like to have a real person call me back?
I mean, I'm astounded...their customer service used to be pretty good, but now I can barely speak with a real person!
I'm a long-term Vanguard client (since 2000, more or less) and a Flagship client. I just called my "Flagship" number to ask a question and was shunted to a computer-operated phone tree, asked a half dozen questions, and then put on a queue for a live person.
Then I received the message that there was a 15 minute wait, and would I like to have a real person call me back?
I mean, I'm astounded...their customer service used to be pretty good, but now I can barely speak with a real person!
Re: What's Up With Vanguard?
errrbody wanna buy buy buying
Don’t let anyone else ruin your portfolio. It’s your portfolio. Ruin it yourself!!!
Re: What's Up With Vanguard?
Try this thread:
viewtopic.php?p=5636685#p5636685
viewtopic.php?p=5636685#p5636685
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Re: What's Up With Vanguard?
I've made phone appointments on my Vanguard rep'ss posted calendar. They always call me on time.
Re: What's Up With Vanguard?
I'm the OP...Vanguard did call me back (and re-authorized me) and then put me through to a representative who was NOT a Flagship rep, though he was capable and well-trained.
Have they ditched their Flagship model?
I miss the old days of my assigned rep, whom I didn't bother much, but doggedly looked for the answers I needed...
Have they ditched their Flagship model?
I miss the old days of my assigned rep, whom I didn't bother much, but doggedly looked for the answers I needed...
Re: What's Up With Vanguard?
People complaining about poor service at a discount provider of any service seem funny to me. If you want to be treated like a high roller, you need to pay high roller fees. Doesn't matter if that is a Hotel or a restaurant or investment house. Do you go to McDonalds and complain about the lack of table cloths?
"Confusion has its cost" - Crosby, Stills and Nash
Re: What's Up With Vanguard?
As has been pointed out many times most Flagship clients no longer have named Flagship reps and one cannot ask for a named individual to be assigned. This option is not available to most people. Perhaps you are Flagship Select or Vanguard has some magic formula that has enabled you to keep this perk that few others now have.Buckrodgerz wrote: ↑Fri Dec 04, 2020 1:04 pm I've made phone appointments on my Vanguard rep'ss posted calendar. They always call me on time.
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Re: What's Up With Vanguard?
This isn't true. Just transfer from Vanguard to Schwab or Fidelity.goblue100 wrote: ↑Fri Dec 04, 2020 1:35 pm People complaining about poor service at a discount provider of any service seem funny to me. If you want to be treated like a high roller, you need to pay high roller fees. Doesn't matter if that is a Hotel or a restaurant or investment house. Do you go to McDonalds and complain about the lack of table cloths?
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Re: What's Up With Vanguard?
I've been trying to get through to Vanguard retirement services for two days. It's an endless phone loop and then a hang-up. I tried leaving a message. That didn't help. No call-back.
Rick
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Re: What's Up With Vanguard?
Not about wanting to be treated special. Rather, I would like the company where I keep all my investments (and have, for many years) to treat me better than my electric utility company. Is that asking too much?goblue100 wrote: ↑Fri Dec 04, 2020 1:35 pm People complaining about poor service at a discount provider of any service seem funny to me. If you want to be treated like a high roller, you need to pay high roller fees. Doesn't matter if that is a Hotel or a restaurant or investment house. Do you go to McDonalds and complain about the lack of table cloths?
Re: What's Up With Vanguard?
Yes, there are no more Flagship representatives...no more Flagship benefits at all, in fact.. Calls now go to a call center with horrendous wait times and at best, inconsistent competence among representatives. There are quite a few threads relating to Vanguard customer service issues, IT problems and the like. And there is even one for those who wish to share that they have not experienced problems at Vanguard, but that thread is not nearly as active as the others.
Despite what some would have you believe, investing in low-cost index funds AND receiving excellent customer service are NOT mutually exclusive! You can invest in Vanguard funds and still receive both excellent service and a wide-array of benefits...you just have to invest in the Vanguard funds somewhere other than Vanguard.
There are many investors in Vanguard mutual funds and ETFs who hold those funds at Fidelity, Schwab and my favorite, E*TRADE. For example, E*TRADE offers most Vanguard mutual funds (126) with no transaction fee and even pays a generous bonus when you transfer your investments ($2,500 for $1 million: https://us.etrade.com/what-we-offer/how-it-works/promo). I moved to E*TRADE last year after thirty years at Vanguard: viewtopic.php?f=1&t=291658&start=100
Fidelity and Schwab occasionally offer bonuses and you can invest in and trade Vanguard ETFs there with no transaction fees (they do each charge a transaction fee when you buy a Vanguard mutual fund, no fee to sell).
So you can have your cake and eat it too. Just ask folks who hold Vanguard funds at Fidelity, Schwab and E*TRADE. You aren't required to sacrifice service to invest in Vanguard funds. In fact, by investing in Vanguard funds at a different brokerage, you have the best of both worlds. Same great Vanguard funds with much better customer service and benefits. And since you still invest in Vanguard funds, you are still a "client-owner."
Good luck!
Despite what some would have you believe, investing in low-cost index funds AND receiving excellent customer service are NOT mutually exclusive! You can invest in Vanguard funds and still receive both excellent service and a wide-array of benefits...you just have to invest in the Vanguard funds somewhere other than Vanguard.
There are many investors in Vanguard mutual funds and ETFs who hold those funds at Fidelity, Schwab and my favorite, E*TRADE. For example, E*TRADE offers most Vanguard mutual funds (126) with no transaction fee and even pays a generous bonus when you transfer your investments ($2,500 for $1 million: https://us.etrade.com/what-we-offer/how-it-works/promo). I moved to E*TRADE last year after thirty years at Vanguard: viewtopic.php?f=1&t=291658&start=100
Fidelity and Schwab occasionally offer bonuses and you can invest in and trade Vanguard ETFs there with no transaction fees (they do each charge a transaction fee when you buy a Vanguard mutual fund, no fee to sell).
So you can have your cake and eat it too. Just ask folks who hold Vanguard funds at Fidelity, Schwab and E*TRADE. You aren't required to sacrifice service to invest in Vanguard funds. In fact, by investing in Vanguard funds at a different brokerage, you have the best of both worlds. Same great Vanguard funds with much better customer service and benefits. And since you still invest in Vanguard funds, you are still a "client-owner."
Good luck!
Re: What's Up With Vanguard?
Vanguard has changed. They have been on a decades long path to lower costs and now it is to the point where they can't provide the service you once had at no additional cost. Continuing the restaurant analogy Vanguard used to be Olive Garden (and even had a few perks like free bread sticks) but now they really are McDonalds with counter service not waiters. And since it is post-COVID McDonalds you don't get free drink refills as a perk any more, either.Mian wrote: ↑Fri Dec 04, 2020 2:13 pmNot about wanting to be treated special. Rather, I would like the company where I keep all my investments (and have, for many years) to treat me better than my electric utility company. Is that asking too much?goblue100 wrote: ↑Fri Dec 04, 2020 1:35 pm People complaining about poor service at a discount provider of any service seem funny to me. If you want to be treated like a high roller, you need to pay high roller fees. Doesn't matter if that is a Hotel or a restaurant or investment house. Do you go to McDonalds and complain about the lack of table cloths?
Re: What's Up With Vanguard?
We were in a foreign country with young kids, looking for an inexpensive restaurant. The kids started pointing to every one we passed, but I kept saying "not that one". Finally, I said that if they have tablecloths, we can't afford it. That was an easy proxy for "expensive".
Re: What's Up With Vanguard?
At our McDonalds it is drive thru only. There may be two drive through order lines but they all converge at the same payment and then window to get your food. Sounds like an appropriate analogy.....stan1 wrote: ↑Fri Dec 04, 2020 2:20 pmVanguard has changed. They have been on a decades long path to lower costs and now it is to the point where they can't provide the service you once had at no additional cost. Continuing the restaurant analogy Vanguard used to be Olive Garden (and even had a few perks like free bread sticks) but now they really are McDonalds with counter service not waiters. And since it is post-COVID McDonalds you don't get free drink refills as a perk any more, either.Mian wrote: ↑Fri Dec 04, 2020 2:13 pmNot about wanting to be treated special. Rather, I would like the company where I keep all my investments (and have, for many years) to treat me better than my electric utility company. Is that asking too much?goblue100 wrote: ↑Fri Dec 04, 2020 1:35 pm People complaining about poor service at a discount provider of any service seem funny to me. If you want to be treated like a high roller, you need to pay high roller fees. Doesn't matter if that is a Hotel or a restaurant or investment house. Do you go to McDonalds and complain about the lack of table cloths?
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Re: What's Up With Vanguard?
I have had a different experience at Vanguard. I am a Flagship customer and used to have an "assigned rep". Now the title has changed to assigned "Relations Manager" along with a picture of the person. I don't call very often, but when I do, I either get the RM or an offer to leave a message or talk with another rep. I always just talk to another rep. To my surprise, my relations manager has called me twice just to check in and see if there was anything they could help me with or any questions I would like to ask. A week or so ago, I sent an email to Vanguard with a general question and it was answered, to my surprise, by the assigned RM. Therefore, in my opinion the Vanguard service is very good and has improved.
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Re: Can anyone reach Vanguard on the phone?
This!
Even though I might have to end up talking to a rep, often the call-back number in the answered email gets you directly to the area you need get to a rep, without spending time in the main or Flagship initial queues.
Broken Man 1999
“If I cannot drink Bourbon and smoke cigars in Heaven then I shall not go." - Mark Twain
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Re: What's Up With Vanguard?
Sometime back my sister and I were in Amsterdam. I appreciated the McDonalds there for their moderate prices as I was a student and not flush with cash. My assets were pretty meager.celia wrote: ↑Fri Dec 04, 2020 2:28 pmWe were in a foreign country with young kids, looking for an inexpensive restaurant. The kids started pointing to every one we passed, but I kept saying "not that one". Finally, I said that if they have tablecloths, we can't afford it. That was an easy proxy for "expensive".
John Bogle: "It's amazing how difficult it is for a man to understand something if he's paid a small fortune not to understand it."
Re: Can anyone reach Vanguard on the phone?
I merged Mian's thread into the ongoing discussion. The combined thread is in the Investing - Theory, News & General forum (general discussion).
Re: Can anyone reach Vanguard on the phone?
Agree with posts above that one can get excellent service even if only investing in low cost ETF's.
I have received fantastic personalized service from Schwab and Etrade despite only investing in index funds. Always prompt telephone service from Schwab. E-Trade a little problematic at one point getting a representative but better now. Far from paying any fees, I've received tens of thousands of dollars in brokerage incentives. Free wire transfers, trades (even back when trading fees were normal), free everything. Schwab made me whole in a nasty dispute involving an ATM withdrawal and a minor dispute over a wire transfer.
Service always provided 24-7, professionally, and with a smile. Sometimes I think the service is too good to be true!
I have received fantastic personalized service from Schwab and Etrade despite only investing in index funds. Always prompt telephone service from Schwab. E-Trade a little problematic at one point getting a representative but better now. Far from paying any fees, I've received tens of thousands of dollars in brokerage incentives. Free wire transfers, trades (even back when trading fees were normal), free everything. Schwab made me whole in a nasty dispute involving an ATM withdrawal and a minor dispute over a wire transfer.
Service always provided 24-7, professionally, and with a smile. Sometimes I think the service is too good to be true!
- whodidntante
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Re: Can anyone reach Vanguard on the phone?
It might be time-efficient and more convenient to transfer your assets to another broker and then call the new broker. With ACATS you do not normally need to interact with a broker to leave them unless Vanguard screwed that up, too.
- abuss368
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Re: What's Up With Vanguard?
Hi Rick -Rick Ferri wrote: ↑Fri Dec 04, 2020 2:00 pm I've been trying to get through to Vanguard retirement services for two days. It's an endless phone loop and then a hang-up. I tried leaving a message. That didn't help. No call-back.
Rick
I can only think that perhaps this time of year could be impacting everything.
Best.
Tony
John C. Bogle: “Simplicity is the master key to financial success."
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Re: Can anyone reach Vanguard on the phone?
Just called Fidelity today and it was a pleasurable experience. I was on hold for 10 minutes, so I can't say it was excellent customer service. Both companies are hit or miss when it comes to customer service. One thing for sure, both are great low cost providers. I believe Fidelity may be better on the customer service end, but I am still partial to Vanguard because they are the reason that costs are low for individual investors like me. Do you really think that Fidelity costs would be as low as they are today if it wasn't for Jack Bogle's desire to have low cost investing for the average Joe like me? I truly believe that Jack Bogle decided to be a 50 millionaire so investors could get a fair shake, when he could just as easily become a billionaire if he didn't care about investor's like me. A true hero in the investing world.
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Re: Can anyone reach Vanguard on the phone?
"Can anyone reach Vanguard on the phone?"
Yes, I can.
Yes, I can.
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Re: Can anyone reach Vanguard on the phone?
Nope. I was on hold for 45 minutes then got a voicemail.
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Re: Can anyone reach Vanguard on the phone?
I seldom need to call Vanguard. Today I had what I thought was an uncommon situation/question. I called the Flagship number at 9:15 am ET and it was answered immediately. The CSR understood my question at once, e-mailed me a relevant document and went off-line to discuss with a specialist in the appropriate department. Then the specialist came on the line and the CSR handed me off to the specialist. My question was answered promptly, clearly and fully. I would give each of them a big fat A+.
Map out your future – but do it in pencil. – Jon Bon Jovi
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Re: Can anyone reach Vanguard on the phone?
I just call Ghostbusters.
“You only find out who is swimming naked when the tide goes out.“ — Warren Buffett
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Re: Can anyone reach Vanguard on the phone?
I think there are high volume days that make it difficult to get someone on the phone.
I even had a problem getting Schwab on the line a few weeks ago when the market was up 400 points.
I even had a problem getting Schwab on the line a few weeks ago when the market was up 400 points.
Re: Can anyone reach Vanguard on the phone?
I believe you correctly attribute the reason for widespread low-cost investing to Jack Bogle. And Vanguard funds are still top notch.averagedude wrote: ↑Fri Dec 04, 2020 4:57 pm Just called Fidelity today and it was a pleasurable experience. I was on hold for 10 minutes, so I can't say it was excellent customer service. Both companies are hit or miss when it comes to customer service. One thing for sure, both are great low cost providers. I believe Fidelity may be better on the customer service end, but I am still partial to Vanguard because they are the reason that costs are low for individual investors like me. Do you really think that Fidelity costs would be as low as they are today if it wasn't for Jack Bogle's desire to have low cost investing for the average Joe like me? I truly believe that Jack Bogle decided to be a 50 millionaire so investors could get a fair shake, when he could just as easily become a billionaire if he didn't care about investor's like me. A true hero in the investing world.
However, what most people consider Vanguard, the marketing/brokerage side of Vanguard, has little resemblance to the ship that Jack built. Nonetheless there remains significant "residual" or sentimental loyalty there due to Jack and the old Vanguard he built and led.
As a result, I suspect that many investors who remain at Vanguard hold them to a lower standard than they otherwise would. I know that I did until it finally became too much to overlook.
Re: Can anyone reach Vanguard on the phone?
called VG this AM ........was offered call back in 9-13min and took it. Call back was exactly as advertised to I was pleased by response.