American Express Customer Service Complaints - Outsourced?

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uzoc20051
 
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American Express Customer Service Complaints - Outsourced?

Postby uzoc20051 » Mon Dec 13, 2010 3:53 pm

I've been calling American Express customer service for the last couple of weeks and had nightmare customer service from India, Philippines and Jamaica.

Calling the Philippines they actually confirmed it. But India and Jamaica they say your are calling Toronto, he, he...

They do not want to transfer to the US or they lie and transfer you to different countries...

Can anyone verify this, I really want "no nightmare" US customer service!


Mr Chopstix
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Postby Mr Chopstix » Tue Dec 14, 2010 3:04 am

I was under the assumption that American Express stuck to American customer service call centers, not anymore?

DoingHomework
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Postby DoingHomework » Tue Dec 14, 2010 11:23 am

Welcome to tiered customer service. I believe you still get American customer service with the premium cards that you pay for. Just guessing but I bet this is for Zync or another of their low end cards, right?

This is not specific to American Express. My Visa card is a high end card and I always get competent, American customer service.

uzoc20051
 
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Postby uzoc20051 » Tue Dec 14, 2010 5:48 pm

I believe the assumption is wrong as you can see (you know what happens when you assume). That's what I need to know from someone that has other or same American Express cards, yes.

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Mogul of Pineapples
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Postby Mogul of Pineapples » Thu Dec 16, 2010 1:30 am

uzoc20051, which American Express card do you have?

There have been increasing complaints about Amex customer service being outsourced. From what I have experienced it's the late night calls that are foreign reps and even that's seldom.
Disclosure: I am a moderator/paid staff of this site, which does have advertising relationships with some credit cards that are discussed and linked to. Regardless, anything I say is my honest opinion.

Current Cards:
American Express: Blue Cash, Simply Cash Bank of America: WorldPoints Platinum Plus Chase: Amazon, British Airways, Cash Plus Rewards, Freedom, Ink Cash Citi: Thank You Premier, Dividend Platinum Select Discover: More
Primary Everyday Card: American Express Blue Cash
Primary Travel Card: Chase Sapphire Preferred

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Cucumber
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Postby Cucumber » Sun Dec 19, 2010 3:46 pm

I don't have a problem with outsourced Amex customer service yet but the thing that gets me is now I have to press buttons to talk to someone :( Before it used to be that a live person always answered.
OBAMA
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making the turn
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Postby making the turn » Tue Dec 28, 2010 11:44 am

I haven't encountered this yet but have had few reasons to call in since having my Blue Cash.

When did American Express start to outsource customer service?

gangof4
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Postby gangof4 » Tue Dec 28, 2010 8:26 pm

I've never been outsourced whenever I've called Am Ex CSR. Their reps are great!

Generallisimo
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Postby Generallisimo » Thu Dec 30, 2010 7:33 pm

I recently got the Gold Premier and outsourced is the *only* people I've talked to thus far. In addition to that, there is a loud beeping noise that occurs regularly every 30 seconds, does anyone else hear that?

So far, I am *not* at all impressed with the customer service. I have yet to figure out a benefit they offer that Visa Signature or Google does not already offer, so why should I pay $175 for the privilege of using the equivalent of a debit card when the other two are free? For some reason, I thought they could do extra special things, but I guess that is for Platinum and above, but then why have the other cards? For example, I had bought an airplane ticket with my Amex, and they were useless in helping me get out of the debacle of this recent snow storm. They could only dispute the charge to the airline or provide insurance in case I die (not useful to me as long as I am alive).

Well, I have the card for free for one year, along with 50,000 bonus miles (or two round trip tickets), which was why I got it in the first place. They have 3 more quarters to convince me of the utility of their card at the price they are charging.

Discover (another recent acquisition) has impressed me more as they make it a point to show that you are talking to someone based in the United States (as well as the truly unique feature of cash-back at virtually every grocery store charged at purchase rate, or otherwise 0% if you pay off your bill each month).

I don't have a problem with talking to foreigners as long as we understand each other as well as in cases where they need a backup due to high volume. But talking to outsourced implies the company is being to as cheap as possible when providing you service, which is unacceptable especially if you are paying a hefty annual fee.

Generallisimo
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Postby Generallisimo » Thu Dec 30, 2010 8:07 pm

I neglected to mention that another reason why I find Discover better is that on their website, they have this button you click where it says "see all my benefits" and, bam-- it shows you all your benefits in a nicely organized list with icons and you can click for further information (and that's how I found out about the cash-back at any grocery store benefit). Granted, some of them are stuff for which you have to pay extra.

Under the Amex website, there is a similar button that states the same thing, but instead it just takes you to the main page that everyone sees when applying for the credit card. This implies poor design and programming and the benefits aren't clearly listed like they are with the Discover website. They're more concentrated on having a flashy interface and selling you the card rather than clearly listing your benefits.

Because the Amex website was not clear to me, I asked the customer service representative about what exactly were the benefits I got with the card, and he referred me to the website. Seriously, I receive superior service on a no-annual-fee card than that.



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