[closed for registration] 6 Points/$1 at Ðick Smith (over $50)

[Mal]

PS: They don't accept the screen shot which I brought that up as well, as they explained that it was their website error and the offer was supposed to be finished on 31/12/2010. Any new claim will not be accepted.

Amex keeps changing their story - nothing new here. It seems that staff are very poorly informed, and just make up rubbish. Very bad corporate form.

PS, Amex need to be careful if this is their new "policy". The fact they continued awarding points after Dec (when they claimed the promo finished) indicates that they were intending for the promo to be longer than they originally claimed. And I believe statements have been made by Amex staff that the promo was due to finish on the 30 June. I hear the stampede to the Financial Ombudsman (whatever their current name is!) could be about to occur...

Oh, and nothing for me has posted from May (or June). Haven't checked for April postings.

 

[JohnK]

Amex keeps changing their story - nothing new here. It seems that staff are very poorly informed, and just make up rubbish. Very bad corporate form.

Amex customer service called me after I submitted the screen capture of me signing up for the promotion and the website with the terms and condtions. I was specifically told that I would be paid bonus points until end of June 2011.

I expect that I will receive the bonus points 8-10 weeks after 30 June 2011. If not then I will be making an official complaint and I also want a copy of the notes/conversations that are stored for my account as they will reveal the truth....

 

[wxxnxs]

Amex customer service called me after I submitted the screen capture of me signing up for the promotion and the website with the terms and condtions.
....

I brought this issue out and was told screen capture is no longer applicable, they even doubt I PS that screen and terms & conditions by myself. After I insisted, they finally agreed to log my case to their marketing department, but told me 99.9% chance will be rejected. Good luck to everyone!

 

[lovetravellingoz]

Dear Folks

I think it's worth to share my update information from AMEX. Called up yesterday and was told by both CSR & supervisor, all of bonus points will be allocated to those transactions which made up to 31/5/11. Any transactions made after that will not be awarded, and this is the final decision. I wish someone here will get successful to claim those bonus points during June 11.

PS: They don't accept the screen shot which I brought that up as well, as they explained that it was their website error and the offer was supposed to be finished on 31/12/2010. Any new claim will not be accepted.

I would emphasise that you stated new claim.

I think you may have two sets of claimants here:

1/ Those that have not contacted Amex prior to June 30, and are now just seeking to retrospectively chase the bonus points.

2/ Those that contacted Amex and were given an undertaking that the bonus points would be honored till June 30. Irrespective of whatever the original offer was by Amex, as far as I am concerned I have a new verbal contract with them on this. Importantly for some such as me the contract effectively restarted the June 30 T&C and was prior to further spend on Amex at DES. In my specific case I stated that I had some upcoming spend at Amex and wanted reassurance that the points would be awarded. I was assured that they would be.

My claim will now not rest on any screen shot, but on the individual verbal contract that I entered into before new spend.

For those that have in the past previously contacted Amex and obtained assurance that the points would be awarded before extra spend was entered to I would foresee that Amex will have no choice but to award the points.

Those that are seeking only now to chase these bonus points will be in a different category. I want hazard a guess on the chances of success if you are in this second group.

 

[wxxnxs]

I would emphasise that you stated new claim.

I think you may have two sets of claimants here:

1/ Those that have not contacted Amex prior to June 30, and are now just seeking to retrospectively chase the bonus points.

2/ Those that contacted Amex and were given an undertaking that the bonus points would be honored till June 30. Irrespective of whatever the original offer was by Amex, as far as I am concerned I have a new verbal contract with them on this. Importantly for some such as me the contract effectively restarted the June 30 T&C and was prior to further spend on Amex at DES. In my specific case I stated that I had some upcoming spend at Amex and wanted reassurance that the points would be awarded. I was assured that they would be.

My claim will now not rest on any screen shot, but on the individual verbal contract that I entered into before new spend.

For those that have in the past previously contacted Amex and obtained assurance that the points would be awarded before extra spend was entered to I would foresee that Amex will have no choice but to award the points.

Those that are seeking only now to chase these bonus points will be in a different category. I want hazard a guess on the chances of success if you are in this second group.

Maybe your point is right, however there are two concerns I have:

1) I claimed my Apr points from AMEX in May and at that time was told clearly the promo offer will be ended by 30/6/11, then why they change the story now

2) If at that time they confirmed all of transactions will be eligble before June 11, then why then refused to award those transactions after May?

 

[JohnK]

I brought this issue out and was told screen capture is no longer applicable, they even doubt I PS that screen and terms & conditions by myself. After I insisted, they finally agreed to log my case to their marketing department, but told me 99.9% chance will be rejected. Good luck to everyone!

From memory I called them April/early May and it took a couple of weeks for them to get back to me. I received April bonus points in May and don't believe I spent very much in May.

The consultant actually went through all my recent D!ck Smith transactions on the phone and whether I had received bonus points for those transactions. I was assured that all bonus points would be paid until 30 June 2011 and I went out and spent ~$8,000 in June. I expect to receive my bonus points and anything else would be clear deception....

 

[hummel]

I logged into my account about 5 minutes ago and noticed that my reward points balance has gone up by about 15,000.

Interesting to note that their is no transaction in the list that tell me where they come from.

Could this be the DSE promo? I didn't think i had that many points owing to be honest.

 

[oz_mark]

I logged into my account about 5 minutes ago and noticed that my reward points balance has gone up by about 15,000.

Interesting to note that their is no transaction in the list that tell me where they come from.

Could this be the DSE promo? I didn't think i had that many points owing to be honest.

I checked my account and it seems to have gained an amount of points that corresponds to what I was expecting. There is no indication of where they came from though.

 

[JohnK]

Sounds positive but as usual no bonus points in my account since 23/05/2011.

 

[hummel]

So it turns out it is 20k points. They showed up in the list later today as "bonus points"

So really no idea what's going on...

 

[kpc]

Any updates on this? I'm still owed 20000 pts from AMEX....just wondering what others have been told recently before I psych myself up to ring them:shock:

 

[kpc]

Anyone...?

 

[Mal]

Anyone...?

I'm leaving it for the moment, but will lodge an email with Amex (Love their new online contact option) at an appropriate time. Am also missing a significant point posting... And am hoping they will resolve it without me harassing them.

 

[hummel]

I'm just waiting a few more weeks I think on this one. I don't want to raise concerns as to why I received 20,000 bonus pts as that outweighs what po

 

[medhead]

Anyone...?

I called this week to MR phone line. Had to fax in a screen dump as apparently the promo ended on 15 March. I did a minor tirade about having to fax it in due to Amex stuffing up.

 

[zig]

I called this week to MR phone line. Had to fax in a screen dump as apparently the promo ended on 15 March. I did a minor tirade about having to fax it in due to Amex stuffing up.

I rang a few weeks ago to follow up on this for the 3rd time. On previous calls I had been reassured that they recognised an error had been made with the promo and that I would receive the points and there was no need to fax in the screen dump. However on this call it was like being back at the start of the process again as I was told that the promo finished 15 March and I was requested to send in the screen dump to prove otherwise. I did this. Since then I have been allocated 3700 odd points under the DSE bonus. This amount is no where near what I am entitled to. I haven't had the 'strength' to phone up again, but will. The CSR I spoke to has rung me back a few times and left a messages, but I haven't managed to actually speak with her as yet.

 

[serfty]

I rang a few weeks ago to follow up on this for the 3rd time. ....

The first time you call on an issue you should be given a file (or problem) reference number.

When you call back, you cite the reference number and they should be able to access info from your previous calls and continue from there.

 

[hummel]

The first time you call on an issue you should be given a file (or problem) reference number.

When you call back, you cite the reference number and they should be able to access info from your previous calls and continue from there.

Correct but the few times I've spoken to Amex they have said a reference number is not needed and therefore not provided one.

This thread is basically my reference for all my calls made to them. I think it's just luck of the draw if you get a good operator or not.

 

[serfty]

Correct but the few times I've spoken to Amex they have said a reference number is not needed and therefore not provided one. ...

It is your duty to politely demand a reference number; don't end the call without one.

If the call centre is run like others I have come across, every call is assigned a reference. It helps the call centre staff's KPIs if they can close the case "on first call". So it's to their advantage if they can avoid giving one out; lest you call back, quote the number and have a case 're-opened'.

Of course, do not mention any of that when calling, just firmly request the reference.

 

[zig]

The first time you call on an issue you should be given a file (or problem) reference number.

When you call back, you cite the reference number and they should be able to access info from your previous calls and continue from there.

Serfty, you are correct and I was given a reference number, and on the last 2 phone calls have been dealing with the one CSR, however the goal posts still moved! I will try to ring her this week and if it isn't resolved I will put a written complaint in.