I had a Vanguard experience yesterday. Prior to the call, a wire transfer to my brokerage account got rejected; funds were coming from sale of old home. I was told I had filled out wire instructions incorrectly.
Made a call to Vanguard, took the option of a call back. Received a call within 5 minutes. Talked to an agent, he gave me the info. However, some of the fields in the wire instructions made him second-guess. He asked if I could hold while he checked with another team that deals with larger value wires routinely. Within a minute, he was back on the line, and asked if I would accept the option to talk to more knowledgeable folks.
The 2nd agent patiently worked with me to fill out required fields. Even though I had Vanguard's official wire instructions for my account from their website, I was incorrectly assuming "account name". He corrected the wire instructions fields without a visual. The entire call, with both agents, took under 10 minutes, with me taking my time to triple-check. (FWIW, the 2nd attempt of wiring funds went through.) This was at 4pm ET.
It is extremely rare for me to call Vanguard, but when I do, the service has been excellent. (The previous call I made to them was in Nov 2021 to organize a wire transfer for purchase of a new home; agent set it up in under 10 minutes.)