Scope of Amex CSR

American Express forum. Talk about AmEx credit cards like Blue, Gold, Platinum, Centurion, and more.
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Scope of Amex CSR

Postby rockyrock » Mon Jun 10, 2013 6:21 am

This has never been a problem for me in the past but for the past year I have been an American card member living in East Africa--seven hours ahead of EDT.

Because of my location I often end up contacting CS well before normal working hours. I use the number on the back of my Platinum card and while I always get someone it seems like their ability to resolve my issue is quite limited. I am surprised how often I hear they can't help me until such and such department opens 8am eastern.

I don't like it but it's not the end of the world that I have to wait until 3pm to resolve or address an issue I notice at 9am. No doubt whomever I reach has the ability to handle truly urgent issues but it makes me rethink how I judge the level of customer service I get from paying $450 a year for a card.

Clearly I'm in the minority here but it's now 2:21pm and I have to wait 39 minutes before I can call back so I have time to ponder and type...
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Postby MemberSince99 » Mon Jun 10, 2013 6:35 am

Yeah I know. It's the only thing about Amex I'm not real fond of. There is worse out there (Cap One for example) but you would honestly expect better from Amex.

In order to meet Wall Street's expectations Corporate America is forever in search of cheap labor, and while they can always find cheaper, cheap seldom means better, just cheaper. But they are so driven by meeting whatever Wall Street demands of them that as long as the labor is cheap enough, whether that labor actually does anything or even if that labor screws everything up seems almost irrelevant to them. That's how they are where I work - they offshored things and it always gets screwed up but it's cheap so the company doesn't seem to care. Just boggles my mind.

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Postby flan » Mon Jun 10, 2013 1:49 pm

Have you asked if they can file a ticket, so the problem gets looked at when the appropriate people are in, and you don't have to waste your time calling back?

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Postby FastSRT8 » Mon Jun 10, 2013 2:37 pm

I can feel your pain but let's be reasonable. Anything that gets resolved or addressed in 2r hours is deemed very good. Sure we are all impatient and want it done immediately but let's be real.

I know you feel paying the premium price for a card entitles you to exemplary service but sometimes that's just not possible.

I for one have to wait too and I'm a Centurion holder. Sure I don't have to wait as long but I wait too
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Postby DoingHomework » Mon Jun 10, 2013 3:02 pm

You might ask Amex if there is anything they can do. If you are in east africa semi-permanently they might be able to give you a local contact number and "authorize" help through the local office. The problem may be that you are calling in to the American number. But they might not have local support there like they would in, say , Hong Kong or London.

I have had good luck asking non-urgent questions by email within their site. Sometimes it takes a couple of iterations but they try to be very helpful and accomodating through that mode. I'm not saying to try to get your service that way. I mean you might use that method to describe your predicament and see if they can change how you get service (how you are routed). That might be something they will research for you.

In my experience AMEX is very good at dealing with "exceptions." You might get a script answer first but if you push back they will look for a way to make you happy.

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Postby HookEmHorns » Mon Jun 10, 2013 3:09 pm

I totally understand. At $450 a year, I'd expect to be able to call before 3pm to try and resolve an issue. They market the card as a high end concierge service, so, wanting to be served before 3pm is not asking too much. They didn't have issue collecting that $450/year fee, did they? Didn't think so. You'd think AMEX would have contingency plans in place to handle their customers on the other side of the world..
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Postby Jacksnow » Mon Jun 10, 2013 7:24 pm

Honestly I've never had any issue using my AmEx in London or abroad, I think you're calling the wrong number, Have you considered the UK help line or the EMEA line?

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