I got a US call center earlier in the week when I cancelled an AMEX card. Polite operator, who sounded genuinely sorry that I was cancelling my card "Oh I'm very sorry to hear we're losing your business sir". Was then routed to a local operator who was indifferent to me leaving .
I rang today and had an Australian accent. Asked the operator what was happening and what she told me was that half the calls are handled in Oz and the other half in the US.
She also said if you got the US centre you could ask to be transferred to the OZ centre.
My problem was certainly sorted immediately rather than the cough I got from the US centre.
Have been a with Amex for 30 years and am very close to ditching the card. It certainly doesn't have any compelling reason to keep me on board.
So they increase the fee and then kill the Australian call center.. What the??? After 12 years time to depart... The us call centre have no empathy nor customer service skills from my experience so far.
Apparently they are telling everyone that the calls are a 50 50 split. I tested that and called 20 times. US always. Aust call centre definitely gone... The last person I spoke to said all calls are being routed to the us
I called on Tuesday to get the annual fee removed again on the qantas premium card, thought I wanted to cancel first person was American but the transfer was to an Australian. Ended with what I wanted all good.
In my experience I've always had Australian call centre during business hours EST but outside of such hours and on weekends and PHs, the US centre has taken calls. Always respectful.
Lol. I was in the US calling Amex's Australia 02 and 1300 # at 9 to 5pm weekdays Australian time, and the recorded message said to call back in normal business hours ...as 9-5 Monday to Friday normally is.
In my experience I've always had Australian call centre during business hours EST but outside of such hours and on weekends and PHs, the US centre has taken calls. Always respectful.
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