First, the two index funds that I have with Fidelity appear to offer better returns than any Vanguard fund I would be interested in. Past performance does not indicate future returns, of course, but it's still worth looking at. It's not a meaningless indicator.
Second, Fidelity does have some extremely low-cost funds with an expense ratio even lower than some of Vanguard's funds, so expense is not an issue for me in considering a switch.
Third, I have been nothing but impressed with the customer service I have received from Fidelity, and I am not particularly easy to please. Through the Fidelity website, I can log into my account and instant message a rep instead of having to call them whenever I have a question. The rep always knows the answer or knows who to transfer me to, and I never have to wait for someone to become available. My questions are resolved with absolutely no hassle, and then I have a written record of the conversation I can refer to later in case I forget anything that was discussed. And when I have to call them, the first person I talk to always has the answer. It's so refreshing these days to talk to a customer service rep who is well informed.
Also, when I went to open a self-employed retirement account late last year, they overnighted the signup documents to me at no charge and included another prepaid overnight envelope to send them back to make sure I would be signed up before the cutoff date.
What more could I ask for?
Photo by Paul Keleher