So much for "Platinum Service"

[Homer]

Sorry, i know this is OT perhaps but one important info I couldnt find on promo was the fee. Did you see it?

Yes, I had to search for it too. It's in the fine print which states "An annual fee of $200 for the Primary Card applies. Other fees and charges may apply."

At the time of receiving the mailer I had ordered an ANZ Private Bank Platinum Visa which has a $250 annual fee (but no fee for additional cards) so I briefly considered cancelling my new ANZ card order and switching to the Macquarie product. The plan came to a grinding hault when I found out that information about the points...

 

[russ]

An update on my saga of trying to get the "free" flight that I have paid for

- AMEX sent me a paper-based application form
- I filled it in and sent it to them
- AMEX sent me a card to a misspelled residential address
- Last week I got a statement sent to the same misspelled residential address (not the GPO that I specified)
- The statement had a membership fee of $395!!

So after 15 minutes on the phone to them, I have got the membership fee waived.

These stuff-ups (incorrect residential address, wrong mailing address, incorrect membership fee) could all have been avoided if AMEX had given some "platinum service" by
(a) removing the need to apply for a superfluous card
(b) using the information they already have instead of re-keying information

And by the way, there was no apology for charging me the fee... just "oh, I'll get that reversed."

 

[Dave Noble]

(a) removing the need to apply for a superfluous card
(b) using the information they already have instead of re-keying information

And by the way, there was no apology for charging me the fee... just "oh, I'll get that reversed."

You are not required to apply for a credit card, you chose to apply for one since you wanted one due to the lure of the free flight

As mentioned before, the The Platinum Card does not get a free flight, it is the Platinum credit card which gets it. The Platinum Card has its own benefits ( such as aiport lounge access )

Dave

 

[simongr]

As has been repeated a number of times they can not just take your existing information as it is a completely different credit arrangement.

I still don't get your issue - you are complaining that you had to fill in a form (just the one) to get entitlement to a product that your existing card did not provide. Anyone would think that they spat in your food and threw a glass of wine in your face.

 

[oz_mark]

These stuff-ups (incorrect residential address, wrong mailing address, incorrect membership fee) could all have been avoided if AMEX had given some "platinum service" by
(a) removing the need to apply for a superfluous card
(b) using the information they already have instead of re-keying information

Your definition of "plainum service" is different to theirs. If a benefit is not provided by a card (as the flight is not a benefit of the charge card), they can't really just go throwing them around at people.

 

[AnonymousCoward]

Respectfully Simongr and Oz_Mark, I disagree.

Whilst what you have stated about the card benefits is certainly true (one gives you a flight, and another doesn't), the fact that OP is paying $900/year for a card that, supposedly, offers a superior customer service experience, indicates to me that Amex should do more to just take care of the issue.

I certainly wouldn't expect to be on the phone to correct mailing addresses, incorrect charging of annual fees and other assorted things. Amex should just "take care of it". That's part of what the $900 is paying for.

 

[russ]

simgongr, oz_mark:

I'm not trying to re-hash my original complaint, which was about the need to apply for a completely different card from scratch. I think the process is nuts, you think it's reasonable, so there's no point going around in circles on that.

The point I am making in my most recent post is a different point and a bit more subtle: if AMEX had done something even half-reasonable such as send me out a personalised form pre-filled with the information they already have, I could have just signed it; they would not have had to re-key everything and hence would not have made three mistakes, costing myself and AMEX time and hassle to correct.

 

[simongr]

If the OP had done the form online there would be no other address issues.

In terms of the rehashing of the original issue - what is new here? Both these comments relate to the original problem

These stuff-ups (incorrect residential address, wrong mailing address, incorrect membership fee) could all have been avoided if AMEX had given some "platinum service" by
(a) removing the need to apply for a superfluous card
(b) using the information they already have instead of re-keying information

Human error is by its nature human so I am not sure how the address error could be identified rather than having people double/triple check the address info - which I dont think is worth paying for.

 

[oz_mark]

simgongr, oz_mark:

I'm not trying to re-hash my original complaint, which was about the need to apply for a completely different card from scratch. I think the process is nuts, you think it's reasonable, so there's no point going around in circles on that.

Granted, they could make the application, for what is in essence a pre-approved card, a more seamless experience. Given sometimes they take applications over the phone, Amex could have made this easier.

 

[aschmid]

I also have an issue with this and getting fed up with the so called "Platinum Service". Here is my story to add to above ...

I took up the $600 first year offer to get Platinum Charge Card in Dec last year and when I went through the Charge Card application ON THE PHONE (please note) I asked for the CREDIT CARD and they said "THIS WILL BE ISSUED AUTOMATICALLY".

Side note: Again as they other OP the ONLY reason I want the CREDIT CARD is for the free flight and I agree that AMEX could be more flexible and just give it CHARGE CARD holders. Anyway, their rules, their work and cost to issue an additional card.

Back to the story, sure enough I received the CHARGE CARD but no CREDIT CARD. So call them up and ask what's with my CREDIT CARD. They say there is no application on the system and I would have to fill out a separate form which they can send to me and it takes another 3-4 weeks to receive the card.

Needless to say at this point I told them straight up what I think of their Platinum Service!

It's just incredible to me that this company lures you into the thinking Platinum service is a whole different level and open doors for you and then they show you that this service doesn't even help you to open a few doors at their own company - how would they ever be able to cut through red tape in other situation?????

 

[simongr]

I also have an issue with this and getting fed up with the so called "Platinum Service". Here is my story to add to above ...

I took up the $600 first year offer to get Platinum Charge Card in Dec last year and when I went through the Charge Card application ON THE PHONE (please note) I asked for the CREDIT CARD and they said "THIS WILL BE ISSUED AUTOMATICALLY".

Side note: Again as they other OP the ONLY reason I want the CREDIT CARD is for the free flight and I agree that AMEX could be more flexible and just give it CHARGE CARD holders. Anyway, their rules, their work and cost to issue an additional card.

Back to the story, sure enough I received the CHARGE CARD but no CREDIT CARD. So call them up and ask what's with my CREDIT CARD. They say there is no application on the system and I would have to fill out a separate form which they can send to me and it takes another 3-4 weeks to receive the card.

Needless to say at this point I told them straight up what I think of their Platinum Service!

It's just incredible to me that this company lures you into the thinking Platinum service is a whole different level and open doors for you and then they show you that this service doesn't even help you to open a few doors at their own company - how would they ever be able to cut through red tape in other situation?????

They made a mistake telling you it was automatic which is poor form. After that though what is so terrible? Fill in a form get a free flight...

If you want Platinum service try phoning for a table at Tetsuya's after having tried for years to get the date you want and getting exactly the table you want when you want it with a confirmation call after 30 mins... that is Platinum service - I don't expect them to hold my hand through the process...

 

[aschmid]

They made a mistake telling you it was automatic which is poor form. After that though what is so terrible? Fill in a form get a free flight...

If you want Platinum service try phoning for a table at Tetsuya's after having tried for years to get the date you want and getting exactly the table you want when you want it with a confirmation call after 30 mins... that is Platinum service - I don't expect them to hold my hand through the process...

What this means to me that the Platinum Concierge Service is excellent, but I still remain that the administrative service AMEX delivers is really bad.

The point is that Platinum should be an exceptional experience whatever your requirements are and not just a half baked thing with some things good, some things bad!

 

[Diesellife]

To be fair to AMEX, the platinum service is BETTER than the ordinary one you get for gold cards etc. As least you can get someone on the phone in less than 3mins against 10mins+ for the normal card holders.

But you shouldn't expect a red carpet service and AMEX will not bent the rules for you. Especially platinum is so easy to get nowadays... Don't ever forget you have the centurion above you and the only one to get all the sweet things from AMEX.

But I admit that AMEX needs to increase the customer service in a general aspect... Not to platinum only...

 

[Homer]

Don't ever forget you have the centurion above you and the only one to get all the sweet things from AMEX.

I can tell you that the Centurion experience with the AMEX cards/accounts department is at best only marginally better than the Platinum charge card experience and at worst it is exactly the same. In fact the last couple of times I've called for cards/accounts inquiries (over a period of about 3 months) my call has been answered "premium card accounts" or something like that which makes me think that Centurion and Platinum cards share a common cards/accounts team.

In my experience the difference between Platinum charge card and Centurion service levels is found in the "lifestyle" (concierge) team and the travel team which are both different teams for each of the card levels.

 

[alemdohorizonte]

I can tell you that the Centurion experience with the AMEX cards/accounts department is at best only marginally better than the Platinum charge card experience and at worst it is exactly the same. In fact the last couple of times I've called for cards/accounts inquiries (over a period of about 3 months) my call has been answered "premium card accounts" or something like that which makes me think that Centurion and Platinum cards share a common cards/accounts team.

i completely agree. "centurion service" is not at all what it should be. for the $4300 that we pay, it is a total waste. i have become very disillusioned.

 

[Homer]

i completely agree. "centurion service" is not at all what it should be. for the $4300 that we pay, it is a total waste. i have become very disillusioned.

I wouldn't say that I'm disillusioned but I have lowered my expectations over the years. I don't mean to insult any of the people that work there but, as someone once said to me, how can a person earning $40,000 a year working in a call centre in Sydney really understand the needs of a typical Centurion card member. The answer IMHO gets down to training and systems and when I deal with the various Centurion services these are found wanting. But for me there is still sufficient value in the travel and insurance benefits, including upgrades and free hotel nights, etc, the by-invitation events and the Centurion tables/benefits at various restaurants, most notably in Sydney, to keep me as a member for another year.

 

[Diesellife]

Perhaps AMEX will only clean up their act in their services in centurion team when Australia releases MC world & Visa infinite?

Currently, centurion in Australia is still by far the best feature cards and there has no equivalent card in this sector yet. But I must admit that their service is nothing if not minimal compare to other countries.

I don't know for surely but most likely there is no reason for them to change (increase their cost) when there is no competition?!

A little outside the topic:
Homer, did you ever try the personal shopper and asked them to close the entire store? I've done that in other country but not in australia.

 

[Homer]

Homer, did you ever try the personal shopper and asked them to close the entire store? I've done that in other country but not in australia.

They call it shopVIP here and I've used it to pay trade prices for furniture and occasionally for a large discount on something like a watch. However my wife and I are not great shoppers - we don't really enjoy spending money on shiny things, preferring instead to spend on things such as travel experiences - so we don't make as much use of this service as we could.

That said, I personally wouldn't feel comfortable asking them to close the store as you have asked (it seems "un Australian" to me) and I very much doubt whether that is an option here anyway. I note that out of hours shopping is available at many stores so I'd suggest that this is as far as they would go (and even then I wouldn't feel comfortable as I feel there would be an expectation on me to buy something after all that fuss).

 

[Evan]

Can be useful to get into shops with a line like LV when there is heaps of people and you just want to look, ring then ask them to sort it out, go grab a coffee and wait for the call back to walk right it.
*dont even ask why, i own nothing LV

E

 

[Diesellife]

Perhaps I should try it just for fun
Kick their customers out of the store and then buy nothing
:shock: