I love Vanguard investment products and almost all of my equity investment is in Vanguard index ETF's.
I dumped Vanguard as a custodian about 5 years ago and would not go back. Fidelity and Schwab (my favorite) both beat Vanguard customer service and their CSRs exhibit some bit more competence IME. I have accounts at Fidelity (401K, Mega-backdoor Roth IRA, deferred comp and company pension) and at Schwab (solo401K, taxable and regular backdoor Roth). I am not a preferred client anywhere, I only have ~$750K at both Fidelity and Schwab. I have accounts a bit more complex than simple IRAs (solo401K and mega-backdoor Roth). I wouldn't trust regular retail Vanguard CSRs to not screw up those type accounts, but think they are probably fine for plain vanilla IRAs.
IMO there is no reason to accept less than the best in customer service, and that isn't Vanguard IME. Doesn't mean I don't have a soft spot for Vanguard products and Bogle philosophy, but I can get that with better service - and good lobby coffee - at Schwab and Fidelity.