Vanguard customer service improving?

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Dead Man Walking
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Vanguard customer service improving?

Post by Dead Man Walking » Tue May 14, 2019 11:10 pm

I handle most of my business with Vanguard via the website; however, I have used a telephone conversation to establish my qualified charitable deductions. I established voice recognition shortly after it became available. When I tried to use my voice as my password several months after I established it, it failed. I had to jump through the security question hoops with a representative last year before I could set up a QCD. I intentionally waited 13 months before trying voice recognition to establish my QCD this year. It actually worked this year. I view that as an improvement. I spoke with a customer service representative and told him that I needed to speak with a retirement specialist in order to make a QCD. I was connected with a retirement specialist who was very competent. After we established my QCD, the specialist offered to send an email that explained how I could use the website to make a QCD next year. This option may have been available, and I was simply unaware. Bottom line, I was pleased that voice recognition actually works and that I was informed about using the website to make my QCDs. Perhaps the IT department at Vanguard is upgrading the system so that most investors can use the website to conduct most transactions.

DMW

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whodidntante
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Re: Vanguard customer service improving?

Post by whodidntante » Tue May 14, 2019 11:34 pm

I've also heard that Comcast customer service is better now. Maybe they hired the same consultant.

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walletless
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Re: Vanguard customer service improving?

Post by walletless » Tue May 14, 2019 11:46 pm

"My voice is my password" is developed by a company called Nuance technologies. Vanguard just pays for that service, like many other banks do. If that service has improved, it's less likely to do with vanguard than Nuance.

I have found Vanguard service to be mostly borderline ok. A few times I had to call them, I had a less than stellar experience, but was able to get things done with an abundance of patience and low expectations. For similar service, I have had much nicer experience with Fidelity, but it's not yet reached a point where I'd consider leaving vanguard for that alone.

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FIREchief
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Re: Vanguard customer service improving?

Post by FIREchief » Wed May 15, 2019 12:17 am

What other direction could it go?? :confused
I am not a lawyer, accountant or financial advisor. Any advice or suggestions that I may provide shall be considered for entertainment purposes only.

sixtyforty
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Re: Vanguard customer service improving?

Post by sixtyforty » Wed May 15, 2019 9:01 am

FIREchief wrote:
Wed May 15, 2019 12:17 am
What other direction could it go?? :confused
That's a good one :beer
"Simplicity is the ultimate sophistication" - Leonardo Da Vinci

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SeeMoe
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Location: Near Philly..

Re: Vanguard customer service improving?

Post by SeeMoe » Wed May 15, 2019 4:46 pm

whodidntante wrote:
Tue May 14, 2019 11:34 pm
I've also heard that Comcast customer service is better now. Maybe they hired the same consultant.
Possible because both companies are based in the Philadelphia area. I’m a member of both and like their services. The Vanguard Group always has been a top notch company for us, and has changed our lives dramatically for the better. Right into old age. Resulting in a Flagship members folio that allows us to pay cash for big ticket items such as a 5 star CCRC and new top line Autos with just a measly 0.09% annual service fee!
No, I do not work for either...
Moe.. :moneybag
"By gnawing through a dike, even a Rat can destroy a nation ." {Edmund Burke}

Trader Joe
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Re: Vanguard customer service improving?

Post by Trader Joe » Wed May 15, 2019 4:59 pm

No change here. Same inadequate customer service as always.

Explorer
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Re: Vanguard customer service improving?

Post by Explorer » Wed May 15, 2019 5:09 pm

I am satisfied with the level of customer service I get from Vanguard - I will accept a slightly lower level in return for better investment widgets that save me a lot of money in annual expense ratios...

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FIREchief
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Re: Vanguard customer service improving?

Post by FIREchief » Wed May 15, 2019 6:59 pm

SeeMoe wrote:
Wed May 15, 2019 4:46 pm
and new top line Autos with just a measly 0.09% annual service fee!
I don't believe I've ever had an "annual service fee" with an Auto. Are you talking about oil changes? :confused
I am not a lawyer, accountant or financial advisor. Any advice or suggestions that I may provide shall be considered for entertainment purposes only.

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FIREchief
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Re: Vanguard customer service improving?

Post by FIREchief » Wed May 15, 2019 7:00 pm

Explorer wrote:
Wed May 15, 2019 5:09 pm
I am satisfied with the level of customer service I get from Vanguard - I will accept a slightly lower level in return for better investment widgets that save me a lot of money in annual expense ratios...
Can't you enjoy the same outstanding VG investment options, but hold them at a brokerage that doesn't provide you with "a slightly lower level?"
I am not a lawyer, accountant or financial advisor. Any advice or suggestions that I may provide shall be considered for entertainment purposes only.

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