Been a so-so experience with this thus far. Called Amex a week or so ago to enquire about doing a product swap from platinum edge to the explorer. Spoke to a friendly and helpful lady who said they don't do product swaps as such, however to fill out the application and "there should be a box you can tick that says you're swapping from another card". Sounds good... Except there's not.
Put the application through yesterday and got the usual "we'll get back to you" message. Called again to just check on the process and was initially told "well you didn't just apply for it, did you, we hadn't even opened applications for that new card yet". After dealing with that hurdle, got a flurry of excuses and it ended up with "if you get it you get it, if you don't then I can't help you".
Given every other institution has a very simple product swap process, I don't understand why Amex makes it so hard.