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
You would think. I told them all of this multiple times so I don't know if they just weren't writing it down or what. I was so angry at that point it was easier to close my account than to keep going round and round about this.
I did get a response from firestone and after running it up fairly high in corporate they're going to refund the money. So 5 months, 2 disputes, and hours of yelling later I'm finally getting a refund for a tire that never worked. Technically I'm still out the $250 that WAS covered by warranty since I had to buy a brand new tire but at this point I'm ready to just sell my car, ride a bike, and pay cash for everything.