Has anyone else noticed a drop in Amex customer service

[Masonic Phantom]

amex don't seem to place a great deal of value on your time. I've spent about 5 hours dealing with them so far trying to fix this travel credit issue and asked for what i thought was a reasonable 30,000 mr points. The indian woman laughed and said "go ahead and complaint to the fos and see how that goes".

she what!!!

 

[liamsal]

Called them up today about a statement credit and interest adjustment and call taker added notes to account to assure I got the credit and also refunded the interest in full (48$). At the end of the call he asked if I had any feedback about statement credits and I said there hasn't been much on offer yet this year and that I wanted to see more offers that most card members would actually use (HN, BP etc) - he said he'd submit the feedback directly to whatever team handle that.

 

[Lawrage]

I generally don't have have to speak to them much but called twice recently, both were local Australian call center people and both were very professional.

1st - Called up to add travel dates onto the cards, no issue and phone answered promptly. My only complaint from this was the Amex person was too friendly. I hate having to call up to give them travel dates so like the process as fast as possible.

2nd - Used the concierge service for the first time (wife wanted wiggles tickets). Called them up, gave them the venue / date and time. Sales for the tickets opened up at 10am, 10:02am I had a charge popup on my phone - front row tickets just came into my inbox. Might not sound like much but the wife and daughter will be over the moon for this, especially as it sold out in about an hour this morning.

All in all a happy customer.

 

[cynix]

Service has been unbelievably bad for me. I've been trying to get the free companion Platinum Reserve card, but due to several errors in their system, my application was declined. Trying to get these errors fixed has turned out to be a nightmare. Their "new accounts" department promised me that a manager/supervisor would call me back within 24 hours on 5 separate occasions and I never received a single call back until I posted complaints on Twitter and Facebook. The amount of time I've wasted on the phone with them trying to fix their system is ridiculous. And I've never been able to speak to anyone in Australia — my calls always go to their Philippines or Indian call centres.

 

[wohoo]

I had exact opposite problem. I had charge and reserve card. It took me 3 months to get amex edge due to the above mentioned error. I had to apply 7-8 applications and only to have them rejected all the time. This problem, however was solved, but the card arrived 5 weeks later due to system problem. Ah well.

Then my reserve has no travel credit for 4 months. all the joy to get it added back in, took 4 weeks. Albeits, I haven't ask any compensation, as I see no point really.

 

[cynix]

Also recently I've been getting a "our offices are closed" message when calling them after hours. I thought the Platinum concierge/services number is 24/7?

 

[mini2]

Also recently I've been getting a "our offices are closed" message when calling them after hours. I thought the Platinum concierge/services number is 24/7?

I'm getting that with their online chat thing as well. Good one Amex.

 

[Dr Bob]

Good service this morning. Prompt answering, efficient security screen, & dealt with the problem by contacting another department with me on hold for less than 1 minute.
At the end did quickly discuss my points balance and was there any problem with the reward system, asked if her service was OK & asked if I could find the time to complete their followup email as it would be VERY beneficial to her.
Probably improves her pay packet.

 

[robtemt]

Another bad experience. Previously I posted about while on holidays we had one booking after another completely mismanaged by the AmexConcierge. Well, last night I called to do a MR transfer to Kris Flyer and purchase more MR points to top up to what I needed to get a SQ flight ticketed. Called on the Platinum line, and explained what I needed. The first response from the woman was "you cannot purchase membership rewards point, if you need more points can I suggest you spend more on your card". After explaining to her the T's and C's of the platinum charge card, she put me on hold, came back and said "oh, I guess you can, that must be new". She told me how much my points purchase would be, etc. thanked me for my patience (which she was on the verge of taking the last bit of), and wished me a good evening.

This morning, I had a sneaking suspicion that things just weren't right. Called Amex, "I'm sorry sir, I don't see any completed or pending MR point conversion or purchase". Two minutes later, he said he was processing it, and would escalate to a supervisor for approval immediately. And said he would notify the supervisor about his colleagues error.

Definitely not the expected level of service one expects when paying $1200 a year. I appreciate the guys help today, but I shouldn't of even had to call today.

 

[N860CR]

Another one tonight... stuffed around by the online chat staff reference the 5000 bonus for new supp cards. Was told weeks ago I just apply online and it would be done.
Did not happen, of course. Called and spoke with someone who said "nope, chat staff are wrong, I'll apply manually". Also got the email address of a manager to complain to.
Weeks later, still nothing. Tried with the chat staff again, got onto a manager who literally abused me and said "we've done nothing wrong, you should never have emailed anyone, that's not the procedure and you did the wrong thing"
The spent 2 hours on the phone with someone who insisted that no supp card had ever even been applied for - even though I was holding it in my hand. Suggested I reapply for one, but I wouldn't get points as I already had one (even though she then said I didn't.... again it was in my hand! Literally smashing my head against the table!).
End result probably got nowhere. The staff simply lie to cover up their own mistakes.

 

[glasszon]

Having praised them earlier, it looks like their service standard has definitely dropped. I had issues with bonus points posting and every time I call them they just say they will note it down so it can be dealt with by a back office team. Unsurprisingly I still haven't got anyone to contact me or applied the bonus points despite the numerous investigations/cases they opened.

Anyone know a good escalation channel? Just post on twitter/facebook? Don't know how they justify the 1k annual fee on my platinum card with this service standard.

 

[albyd]

I've found their online services hasn't been working properly all week no MR balance shown and can't login using the iOS app.
Been pretty happy with them otherwise.

 

[cynix]

Haven't been able to get through to their call centre at all lately. Every time I call, I get a recorded message saying their office is closed. Isn't it supposed to be 24/7?

 

[Daver6]

I've found their online services hasn't been working properly all week no MR balance shown and can't login using the iOS app.
Been pretty happy with them otherwise.

I had a similar issue not seeing points balanced. Also couldnt access the Platinum benefits section of the website. I rang a couple of days ago and again today. Told there is a system wide issue. However, while on the phone, they removed a couple of old cancelled Amex cards from my profile and that resolved both issues for me.

 

[Mr_Orange]

I recently made a purchase from Luxury Escapes and only received 1ppd. I called up the Platinum line to ask for a correction to 2ppd for travel related spend. Initially, I got told 'no can do', but I pointed out that the classification must be wrong because Luxury Escapes only sell travel/accommodation. The CSR offered to pass it on and low and behold a few weeks later the extra points were credited. It seems rare amongst the stories being posted here but this was a good experience for me.

 

[N860CR]

Having praised them earlier, it looks like their service standard has definitely dropped. I had issues with bonus points posting and every time I call them they just say they will note it down so it can be dealt with by a back office team. Unsurprisingly I still haven't got anyone to contact me or applied the bonus points despite the numerous investigations/cases they opened.

Anyone know a good escalation channel? Just post on twitter/facebook? Don't know how they justify the 1k annual fee on my platinum card with this service standard.

I escalated my problem via the FOS. Funnily enough, still haven't heard from them!

Partner called today (business hours) for the sup card promo and it was handled really well by a Sydney based staff member.

Seems all the issue are coming out of Delhi/Manila. Amex really need to shut down these offshore operations if they can't administer them properly.