The advantages of a brick-and-mortar office should be considered over the whole life of the accounts, including transactions that will be carried out by heirs and beneficiaries.
My MIL passed in the fall, leaving a Schwab IRA to my DW and her brother. DW is clueless on the details of inherited IRA's, so I've been working to help her set up a beneficiary account for her half of the original IRA. Schwab's phone and online help was OK, but there was a paperwork glitch that was not communicated on a timely basis. Once the issue was discovered and confirmed, it made sense for DW and me to go by the Schwab local office. They assisted with filling out the necessary form and notarized it on the spot, saving quite a bit of uncertainty and several days of snail mail lag.
Having been frustrated in the past by two firms that did not have local offices to resolve inherited IRA distributions in person (TIAA-CREF, Nationwide), I can say it makes a difference.
So far, we've never inherited anything held in Vanguard accounts. So I can't say if they have a better record in handling such transactions at a distance.