msf - Thanks for comments. Believe you are, in effect, making or confirming my point.
Don't expect that new-to-Vanguard investors that did any sort of due diligence
prior to investing with Vanguard will be surprised with Vanguard's current customer 'service' levels.
It is what it is.
Think the issue is more relevant to older investors (like myself), who first invested with Vanguard during era when Mr Bogle was either running the place, and/or alive. We actually remember when there
was a there, there.
But that was then, and it is now. Think we have to get over it, and move along. Nothing to see here .... etc.
For example, FWIW, a family member had to do a 40
1-k rollover, and asked for my advice regarding where the money should go, i.e., which custodian?
I asked them if being able to talk with a person about their investments was important, and how long they wanted to wait for this 'privilege'. Based on answers (
Yes and
15 minutes or less), I recommended Fidelity or Schwab. They went with Fidelity.
I faced a similar decision myself several months ago, with respect to an in-service 40
1-k to IRA rollover. I chose Fidelity, and invested the check that I received in several very low cost ETFs. As it happens, none of them were Vanguard (or Fidelity) ETFs, but they might have been.
Think that Vanguard, by way of John Bogle, created a a revolutionary idea or maybe a
public good - like the town common. This was the expectation that investing for the little guy can be incredibly inexpensive and efficient.
While Vanguard is not itself a public company (i.e., for-profit entity with stock that is traded on an exchange and which is owned by stockholders, with officers and board that are accountable to the stockholders), Bogle's revolutionary ideas were copied (and improved?) by other public companies and delivered very efficiently via ETFs and brokerage accounts to the public. (Wonders of capitalism and competition.)
Note: In an effort to compete - and drive their own costs even lower - Vanguard was forced to eliminate new "mutual fund accounts", as opposed to "brokerage fund accounts" for their clients. (There are some exceptions. Understand, for example, that employees of financial firms with restrictions on holding brokerage accounts outside of their employer - for compliance reasons - can open a "mutual fund account" at Vanguard.)
In any event, there is not much reason (really) to invest with Vanguard anymore. Not sure that there is anything that Vanguard can do that Vanguard competitors can
not do. (Exception might be very low cost money market funds to act as the "clearing" investment in a brokerage account. But that's about it.)
As long as Vanguard exists in its current form, it is sort of like the
Frontier Airlines effect often noted in various cities around the the country. As soon as Frontier makes a city a hub or mini-hub, competitors' ticket prices go down at that location. Once Frontier is operating in your city, you don't need to fly Frontier to get the benefit of lower ticket prices.
Same thing with Vanguard. As long as it is around, it will keep competitors' prices in check. But you don't need to own Vanguard mutual funds or ETFs to get the benefits of its unique low-cost structure. You can (and should?) get them almost anywhere.
PS: Two years ago, Jonathan Clements commented on Vanguard's customer service issues at his "Humble Dollar" website. Titled "Whither Vanguard", it is available
here. "Whither Vanguard" was originally posted on this board by the late Ted Didesch. Ted's post is here:
https://mutualfundobserver.com/discuss/discussion/51709/jonathan-clements-whither-vanguard
