Odd, I have been dealing with Fidelity for something like 30 years, and I have had a completely different experience. Vanguard reminds me of the old Co-op Market in Berkeley. It was politically correct to praise, but it had crummy produce and meat, was always dirty, and there was never any place to park. Vanguard has a lousy website, mediocre customer service, a lot of poorly performing actively managed funds, and the index funds and ETF's that have become so popular. If can get the same grocery prices at a clean, well lit store with quality meat and fresh produce and a spacious parking lot, why wouldn't I do that? Fidelity has a lot more choices, some cash management and credit card tools, better investing information for the retail customer, and bricks and mortar offices in case you want to visit your money. I have some money in index products at Vanguard because their index funds predated Fidelity Spartan and it's costly to sell and move. But the rest of my assets are at places with better service and better products.