I started using Fidelity Investments 3 years ago, as part of a ToD with my Aunt, who had these accounts since the '60s.
While a lot of stuff can be done on line, in-person help is needed every now and then.
I have always found the staff (from the front desk staff to the Branch Manager) to bevery knowledgeable, and friendly. They make you feel at ease.
I've always left with questions answered satisfactory, and any problems resolved.