Amex customer service. 0 for 3 so far!

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PowerMan572
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Amex customer service. 0 for 3 so far!

Postby PowerMan572 » Thu Mar 13, 2014 1:26 am

I've had my first Amex card for 1 month now, it's the Blue Cash Preferred. All I read online was how great Amex customer service was, etc. so far it's been nothing but negative experience for me!


1. The very first call I placed into Amex I got hung up on. I was about 8 seconds into my conversation and the guy interrupted me (not sure what he said) and then he says "thank you, goodbye!" What the heck?

2. I call back immediately after being hung up on and I explain to the rep that I would like to find out if they can match my partner's offer. He was offered $150 cash back after spending only $1k within the first 3 months. My offer was $100. She said she would check and that it can take up to 10 days, but I would hear back from her directly. Guess what? She never called.

3. I hopped on live chat to upgrade my card to chip and signature. The person verified all my info, said I could be upgraded for this card, asked where I wanted the card shipped to, phone #, etc. Then said I had to call in. I called the number he provided and then that rep says "oh no, that card doesn't have chip and signature." Well which one is it?


I'm not going to cancel the card or anything since it gives me so much back on grocery and gas, but so far the customer service hasn't been what I expected.


takeshi
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Postby takeshi » Thu Mar 13, 2014 7:49 am

CS varies by product so keep that in mind. If a Platinum cardholder raves about service then it's not relevant to a BCP holder, for example.

PowerMan572 wrote:I called the number he provided and then that rep says "oh no, that card doesn't have chip and signature." Well which one is it?

Sadly, it's not unusual. Do your research and be politely insistent. I had to inform the CSR that chip & sig was available on the TrueEarnings when I called in to request chip & sig.

travisrauh
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Postby travisrauh » Thu Mar 13, 2014 11:22 am

Please accept my apologies for the problems you've had, PowerMan - allow me to answer your two questions posted here:

*I regret to inform that we do not do welcome offer matching. What you sign up for at the time of application is the promotion code your profile is paired to and we have no way to change it - and by cancelling and reapplying, you would be impacted by acquisition controls and wouldn't get anything.
*Chip & Signature is indeed available on Blue Cash Preferred, and it has been for a while - I'm not sure why the representative online wasn't able to order it for you and I'm further not sure why the representative you had to call then told you it wasn't available. Has this since been resolved? If not, please do call back and tell the next representative that you'd like to add it. If they tell you that it's not available, please ask to speak with a supervisor.

Very sorry again for the inconvenience.. this certainly isn't what I want your first experience with us to be. Please let me know if you continue to have problems with this issue.
I am an employee of American Express. All posts are those of my own and do not reflect the actions or opinions of AXP. While all efforts are made to ensure accuracy in my posts, for official statements or responses, please consult with @AskAmex on Twitter or dial the number on the back of your card.

jlam572
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Postby jlam572 » Thu Mar 13, 2014 12:38 pm

takeshi wrote:CS varies by product so keep that in mind. If a Platinum cardholder raves about service then it's not relevant to a BCP holder, for example.


Sadly, it's not unusual. Do your research and be politely insistent. I had to inform the CSR that chip & sig was available on the TrueEarnings when I called in to request chip & sig.


Hes absolutely right. When I was green, the service was ok...nothing to rave about. Got connected to india a lot. PRG...meh little bit better, but still india sometimes. Platinum...great service. You get what you pay for. Such is life.
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linuxmachine
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Postby linuxmachine » Thu Mar 13, 2014 1:16 pm

travisrauh wrote:
*I regret to inform that we do not do welcome offer matching. What you sign up for at the time of application is the promotion code your profile is paired to and we have no way to change it - and by cancelling and reapplying, you would be impacted by acquisition controls and wouldn't get anything.


When I applied for the BCP in Feb, I clicked on the link with the $100 credit. Upon entering the page, I was prompted to login, which I did, and I applied for the card afterwards. However, I think that login removed some of the url parameters that enabled the promo. It was too late by then, as I already got approved. I instead called Amex and inquired about my application, to which the CSR said ALL BCP applications are running under the $100 promo.

Once I got my card, I still did not see anything in the offer terms or anywhere showing I was eligible for this credit. I am planning on calling customer service anyways, but based on your statement, if I never got the promo, this would be along the same lines as an offer match. Is this correct?

FWIW... the credit isn't that important, and I already have prime. However, it's the little things that count, and lately it just feels like they are not adding up...

rockyrock
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Postby rockyrock » Thu Mar 13, 2014 11:02 pm

jlam572 wrote:Hes absolutely right. When I was green, the service was ok...nothing to rave about. Got connected to india a lot. PRG...meh little bit better, but still india sometimes. Platinum...great service. You get what you pay for. Such is life.


I've been a Platinum cardholder for eight years and I still get India half the time...
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benhollberg
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Postby benhollberg » Thu Mar 13, 2014 11:42 pm

takeshi wrote:I had to inform the CSR that chip & sig was available on the TrueEarnings when I called in to request chip & sig.


I had to do the same thing. The rep informed be confidently that EMV wasn't available on my TrueEarnings card and I said it was and asked to speak to someone else. A while later that guy came back on and apologized and said I was right.
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Z06Biker
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Postby Z06Biker » Fri Mar 14, 2014 2:41 am

rockyrock wrote:I've been a Platinum cardholder for eight years and I still get India half the time...


Interesting. I seem to have better luck with Amex in general, then. As every time I've called in the past 2 years (which admittedly isn't frequent), whether it be via the Platinum, True Earnings, Simply Cash, SPG or BCE, I've always spoken to an American-based CSR. So, in my own personal experience, Amex is still right up there with Chase.
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MemberSince99
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Postby MemberSince99 » Fri Mar 14, 2014 7:04 am

Z06Biker wrote:Interesting. I seem to have better luck with Amex in general, then. As every time I've called in the past 2 years (which admittedly isn't frequent), whether it be via the Platinum, True Earnings, Simply Cash, SPG or BCE, I've always spoken to an American-based CSR. So, in my own personal experience, Amex is still right up there with Chase.




Good for you, but just wait until you get India on the line - you may be changing your tune then. I've had India on the line, and it's on par with Cap One minus the obvious script reading. It doesn't matter which lender it is, the Indian "service" and I use the term loosely blows. Hope your track record continues so you never find out what we are talking about.

alb3rt018
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Postby alb3rt018 » Fri Mar 14, 2014 11:11 am

I always get a Spanish person -_- no matter what. There is nothing on my account that I said I wanted a Spanish person, but after I enter my account info over the phone I get to transfer to Spanish department. I got the gold and JetBlue card.
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