takeshi wrote:Keep in mind that CS varies by product with AmEx. Don't rely on generalizations such as "AmEx has excellent CS".
bcm wrote:Very true. This was a blue cashback card. I understand there should be different levels of customer service than the platinum cards but I've honestly gotten more help from joe blow visa cards. Doesn't exactly inspire me to pay an annual fee for a platinum amex.
whit wrote:I'm surprised that Amex has made this such a hassle so far
Personal experience; it really is about what person you get on the phone
i had to help a colleague with a situation, also on cc, after hes tried to resolve it on his own and also another colleague helped as well (I was on vacation) and neither of them was able to get it resolved, I'm still trying so *knockonwood* it's not finalized yet but based on my last conversation I'm pretty confident.
It's about how you present the situation, and how far the cc specialist is willing to go for you.
If you truly believe that you're done an injustice you can explain it in a logical way to try to get it resolved
I know that at this point you're about all done with Amex but they're not the only company that will tell you to resolve the issue with the merchant (although I would say I'm surprised)
Document everything, every phone call you make, every rep you speak with at Firestone and Amex
Let Amex know that the product is faulty and you have tried to resolve it at x,y,z times with Firestone and you haven't had a resolution and it's not fair you pay for tires that doesn't work--worse, it puts you and your family in danger but driving around in a car on tires that could potentially blow
If you have logic on your side it's very hard for the other side to come back and combat with that
yfan wrote:I don't understand. Why should Amex return the funds to you? This is not a case of a fraudulent or unauthorized transaction. At the time, you admit you $240 on your Amex to Firestone. It is also not a case of you not having received the product, which would in effect be fraud - you got the tire. That Firestone is refusing to consequently honor a warranty on the product is a different problem that a fraudulent or unauthorized transaction.
Amex does resolve things in favor of the customer. I can say this from personal experience. But in cases of transactions that are not authorized at the time they are made.