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Matt Levine has a bit about the best customer service your broker can provide is not picking up the phone in a crisis.

Bad UX is, intentionally or not, consistent with Vanguard's long-term index investing philosophy. Call us? Use our website? Whatever it is you are trying to do, you probably shouldn't be doing that.

I kid, but only a little.

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It's interesting everyone's saying the UX is bad. I've had consistently good interactions with Vanguard's support over the years. I regularly get to talk to an actual human without waiting more than 10-20 minutes, and they're very helpful about getting things done and giving even basic advice about tradeoffs in different investing options.

The website isn't amazing, but I don't feel like it's terrible either. There's much worse 401k/IRA providers out there.

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