I called VG yesterday, to inquire about a small discrepancy in the dollar value of about 25K of VTIAX that I sold. The actual dollar amount of the transaction was being reported as 2 separate figures in different parts of the site, with about a $91 difference between the two figures. The rep who I spoke with sounded distant and echoey, as if he was on a speakerphone in a large room, on his own. I mentioned it, and he said that he was wearing a headset, which I highly doubt. His manner was very casual. He didn't know why there was a discrepancy between the two figures as reported on the site. His only advice was to wait a few days. I also asked him about *Vanguard Voyager Services. I was under the impression that you need a million in Vanguard assets to have access to those services. He didn't know. I also asked him, if that was the case, what would happen if my assets went under the million mark. Did they take an average throughout the year, or was access to Voyager Services cut off the moment my VG assets went under a million? He didn't know the answer, but guessed that "they probably give you some slack". Seriously - that was his answer. He also said that (and I'm paraphrasing here), "They probably have some procedure that they follow".
The whole interaction was deeply unimpressive. He sounded like some middle-aged stoner who was still living in his parent's basement - and working from there.
I've been with Vanguard for something like 15 years (don't remember exactly how long). I'll probably stay with them, though I hope the customer service doesn't decline any more. Perhaps I was unlucky to get the one feller who didn't pay attention during his training. I sure hope so. On the plus side, their website is tastefully pretty, and the home page has pictures of nice-looking seniors who are quite radiant, and appear to be enjoying their lives. Who needs professional customer service when you've got nice stock photos to look at?
*For the record, I am not bothered about the supposed added value of Vanguard Voyager Services. I was just curious.