I'll start:arcticpineapplecorp. wrote: ↑Sat Jun 23, 2018 8:52 pm...you don't know how many people have had good experiences with Vanguard because the few complainers drown out those who've had positive experiences (or those who have good experiences don't comment, but those who have bad experiences do)...so it may appear to be a worse problem than in reality simply because of an availability heuristic.....
I have called them several times this year about upgrading my accounts. I understand that accounts held by trusts can be harder to upgrade because of the legal paperwork required by trusts. But they patiently walked me through the various forms, linked to our checking accounts again, and transferred the assets from the old to the new accounts all while merging the correct mutual fund and brokerage accounts on the old platform.
After reading a recent thread, I was worried about my old accounts disappearing before I had time to back up the history of my accounts. (The history of assets you no longer own at time of transfer does not carry over, but I want to save that on my own.) They re-assured me that the old accounts won’t be purged for at least 12 months, but you can delete them yourself, if you want.
At the end of the last call I had about upgrading accounts, I ended up asking how Vanguard was doing over-all on the upgrades. Were 90% of the accounts upgraded yet? Was there a point where everyone would be forced to move? The agent responded that about half of the customers still have at least one account on the old platform. And “No”, there will never be point when you are forced to move. As time goes on, new accounts will only be on the new platform while accounts will close on the old when customers die and their beneficiaries move the assets to new accounts.
Not only did I like all the answers, but the agents were accommodating and would go find an answer for me if they didn’t know it. (Of course, I tend to call after the markets are closed so things don’t seem so rushed. I assume they have fewer calls then.)
What good experience have you had?