suckage of Vanguard's web site?

[figner]

I just tried to sign up for a Vanguard account through their web site, and nearly changed my mind due to the bad impression I got. I'm hoping to open a general investing account with an ACAT transfer of a Vanguard fund from another brokerage.

1) The site wouldn't display the FAQs or begin the sign-up process using Firefox (under Linux). Had to switch to Internet Explorer, which I dislike and rarely use. I hope logging into my account once it's set up won't require IE as well. With so many folks using Firefox these days, I'm surprised they haven't done basic compatibility testing. My three other brokerage sites all work with Firefox.

2) Using the link to "Open a Vanguard account or transfer assets from another financial institution" took me through several pages of entering personal info, then didn't offer any choices to actually transfer assets from another institution. The closest choice was an electronic bank transfer - when selected, I was then prompted to select the funds I wanted to put my transferred $$ into.

Is their online account management similarly clumsy? I'm still on the fence about taking my money elsewhere.

 

[Red Rover]

Normally it's really good and easy to use IMO. They are having problems with the "Invest Now" section of their site and are aware of the problems.

If you call them and tell them what issue you are having, they will fix your account specially so that you can do whatever you need to do. I tried to set up a new account yesterday but couldn't because of a field glitch. They told me they would fix it in my account and this morning they called to tell me it was fixed. I was then able to set up my new account fine.

I have a couple of other accounts with them and do everything online. It's been great so far and I've been really happy with their service. The customer service people there actually seem to care and understand the issues I've raised.

 

[justin]

I just opened a Roth IRA there yesterday. I timed it - it took 3 minutes. No problems. I saw the option when I signed up for "roll over assets from another institution", however I didn't select that but instead selected to exchange funds from another existing vanguard account.

In general I really like their web interface. Figner, it looks like you posted the message around 2:00 am. It is possible that Vanguard is temporarily down for maintenance/overnight account updates, etc. I'd try back later today maybe after 5:00 EST or during business hours and call them if it won't work - they are always helpful on the phone in my past experience with them. Good luck!


edited to add: I use firefox almost exclusively and haven't noticed any problems w/ Vanguard using it.

 

[chinaco]

Never had a problem.

From time to time the site has had an outage. They usually post a message.


Many use FF. Even the formatting looks ok at VG with it. It may be that there is some incompatibility with the Linux version of FF.

You might consider reporting it to them. They will probably fix it.

One other thought. Many corporations only support mainstream combos. There is a cost. They are not going to spend the time and money testing anything more than mainstream configs. Linux on the desktop is still a blip... once you get past IT pros and wannabes ... it is not used.



Besides, it's not their site that has the problem... Its you. What is wrong with you anyway? Why haven't you been assimilated into the MS collective yet?

 

[figner]

Your responses give me hope - I'll try again today.

I realize I'm way in the minority using Linux clients, but so far haven't had problems with my many other online accounts. It would be a pain to boot into Windows just to access Vanguard. chinaco, guess you are right - that assimilation thing just isn't working out for me.

 

[figner]

Well, I tried again using Windows browsers this morning and got the same results on their web site. So I called and found out that only retirement accounts have the "transfer assets" option online when opening an account. Apparently they need more/different forms for transferring non-retirement accounts.

Customer service was quite helpful, took my info and said they'd send out the transfer forms to me later today.

I also asked about Firefox on Linux support, and the service rep said Firefox was definitely supported but wasn't sure if it was tested under Linux - invited me to call back if I had any problems. Now that I know my second problem wasn't browser-related, I guess I can use IEs4Linux if it turns out to be necessary.

Thanks for the feedback.

 

[justin]

Figner,

If you are transferring in $100,000 or more, you'll get access to the Voyager team of customer service reps. Supposedly they are even better than the commoner's CSR's. Luckily, since I have gained Voyager status, the website has served all my needs and I haven't needed to contact anyone at VG over the phone.

 

[lswswein]

finger
I have a couple of things I suggest you do:
1. Do read all the materials that Vanguard sends you. Some of the stuff might not happen as expected and they tend to stick to their guns if you challenge them.
2. Also the Emerging markets fund etc have redemption fees. Some of the other funds - the tax managed ones also have fees if you sell quickly. Also not all things show up before you take an action.

I am saying all this because, though I have almost all my stuff at vanguard, I don't recommend them to everyone. If you are very detail oriented and read all your stuff then Vanguard is great otherwise Fidelity has some phenominal Customer Support and if great as long as you invest in their Index funds only

-h

 

[Nords]

Your responses give me hope - I'll try again today.

Instead of having issues with their website and customer service, Vanguard clients should be turning backflips over the low low expenses they're paying.

And make darn sure you read the fine print, because you'll be ruthlessly fined for exceeding their customer-service limits... that's why they call it "fine" print.

 

[figner]

Thanks for the tips, I'm usually ok about fine print, but will make sure to check these over especially carefully.

Instead of having issues with their website and customer service, Vanguard clients should be turning backflips over the low low expenses they're paying.

Are you saying you get what you pay for?

 

[Nords]

Are you saying you get what you pay for?

[-]Caveat emptor.[/-] Exactly!

 

[work4beer]

1) The site wouldn't display the FAQs or begin the sign-up process using Firefox (under Linux). Had to switch to Internet Explorer, which I dislike and rarely use. I hope logging into my account once it's set up won't require IE as well. With so many folks using Firefox these days, I'm surprised they haven't done basic compatibility testing. My three other brokerage sites all work with Firefox.

I think it may be an issue on your side. I just tried those options you mentioned, as well as logged into my account, from my Linux box, using Firefox 1.5.0.3 and Suse 10.1 linux, no problems at all. Looks just like on windows or mac.

Vanguard is my favorite financial website, besides my credit union. I couldn't wait to rollover my 401(k) just to get away from Fidelity's crummy site.

Mark

 

[figner]

I think it may be an issue on your side. I just tried those options you mentioned, as well as logged into my account, from my Linux box, using Firefox 1.5.0.3 and Suse 10.1 linux, no problems at all. Looks just like on windows or mac.

Thanks Mark - I'm not able to test logging in yet since my account isn't opened. So I'm glad to hear that FF/linux is an option.

The part I had problems with yesterday (and again today) was getting to some of the site info such as the Frequently Asked Questions:

Start at:
https://personal.vanguard.com/VGApp/hnw/home

Click on "open an account"

Click on one of the FAQs on the right side of the page such as
"What information do I need to invest with Vanguard?"

At that point I get "Your session has timed out." using Firefox 2.0.0.5/Fedora7.
It doesn't happen using IEs4Linux or when booted into Windows. Cookies and javascript are allowed.


Probably no biggie if a few site features don't work, as long as the account login is fine. I appreciate your taking the extra time to check!

 

[twaddle]

I just tried your links on Opera 8 running on a Linux handheld. No problemo.

FWIW, I have accounts at both Fido and Vanguard. No problems with either. I've been with Vanguard for over 20 years, and I have no complaints. I don't get the FUD that some posters try to create....

 

[NinjaPigeon]

And make darn sure you read the fine print, because you'll be ruthlessly fined for exceeding their customer-service limits... that's why they call it "fine" print.

Hmm. I've never read the fine print. Nor have I been fined. I have talked to the Vanguard reps several times though. They have always been helpful and courteous (which is a rarity nowadays).

I have never tried to hit the site running Linux, but I use FF exclusively at every site I go to. Never had any issues with Vanguard.

 

[figner]

I just tried wiping out all my cookie preferences in Firefox and that seems to have solved the problem. I probably overlooked something before.

Now a happy camper - thanks all!

 

[justin]

It's hard to call the purchase/redemption fees "fine print" when they are clearly stated on the main page listing all the vg funds (see pdf below). When in doubt, click on the fund, then click "fees and minimums" and there is a more detailed explanation of fees.

 

[d]

Are you saying you get what you pay for?

actually, you get (to keep) what you don't pay for

 

[justin]

oh yeah, figner, if you're transferring less than $100,000, sign up for all electronic statements and that will save you a $20 annual fee per account (for each account w/ less than $10,000 in it).

 

[ERD50]

I can't recall having any problems accessing Vanguard's site on a variety of browsers on a Mac (Safari, FireFox, Camino). Never tried with IE though, I only fire that up if all else fails (very rare).

Let us know if they have issues with Linux, just curious.

-ERD50

Whoops - had this up for a while and did not look for new posts - thanks for the replies everyone - good to know it works

 

[MJ]

For a 1st rate funds company, they have a [-]3rd[/-] 2nd rate internet system.

1) They are the ONLY company I have that would NOT let me access my account at a public internet cafe in Thailand. Their [-]excuse[/-] reason was to protect me. I guess the US Gov (EFT estimate transfers), and a dozen other financial institutions including TD Ameritrade, Fidelity etc. I use, don't have my best interest at heart since, I can access my accounts via the same internet cafes.

2) This September (only 8 months after the year closed) I tried to access my 2006 1099s and the online message read I didn't have any 1099s. The message should have read " to save you money, we purge our system of your unnecessary 1099s even though the 2006 tax year isn't over yet or call your CS rep for further inquiry. I had an extention good until Oct 15.

If it didn't hurt me financially, I would liquidate my funds and transfer them elsewhere. This time I will have my new laptop in Thailand.

MJ

 

[twaddle]

Vanguard does seem a little on the conservative side. That's why I like 'em.

TDAmeritrade, OTOH, will be losing my account as soon as I decide where I want to transfer it:

Customers: TD Ameritrade failed to warn of breach

BTW, you should be able to transfer your Vanguard assets in-kind with no liquidation necessary.

 

[chinaco]

I think the original post title could probably be change..

Instead of: suckage of VG site.

It could have been labeled: My preference [name the reason... hobby, whatever] of L* has put me outside of the mainstream on desktops and that site does not accommodate my choices.

It's your choice! I suspect that their IT dept will only test mainstream config combos.

 

[ERD50]

It could have been labeled: My preference [name the reason... hobby, whatever] of L* has put me outside of the mainstream on desktops and that site does not accommodate my choices.

It's your choice! I suspect that their IT dept will only test mainstream config combos.

chinaco, I'd like to phrase that in a more technically correct way.

No one needs to asks a web developer to 'support' a Mac, XP, Vista, or Linux, or any specific browser. Web site developers should put up web sites that comply with the published standards. If they do that, then any of us can go complain to our browser or OS maker to fix their product if it does not display a standards compliant web page correctly.

If the web page is not standards compliant, we should complain to the web page developer.

IE is poor in this regard - but developers have coded for it's mistakes because of it's popularity. But that is dwindling, firefox and others are gaining.


FireFox, Safari, Camino, Opera, Sea Monkey all have much more 'green' than IE in this chart:

Comparison of web browsers - Wikipedia, the free encyclopedia

-ERD50

 

[figner]

It could have been labeled: My preference [name the reason... hobby, whatever] of L* has put me outside of the mainstream on desktops and that site does not accommodate my choices.

Actually, it turned out that none of the issues were related to my choice of Linux. The first one was "user error" , while the second one was what I think is a non-intuitive account application process on Vanguard's site.

Can I change the thread title after the fact? At least I included a question mark...

And yes, it would be nice if more web sites were standards-compliant! I submit feedback for the ones I use, but am not holding my breath waiting for change.