I don't believe the gap in "service" could be larger between the AMEX Australian call centre staff and the AMEX American call centre staff.
Called to cancel my card (had spoken to a nice agent yesterday who confirmed I would be eligible to receive a pro-rata refund of the annual fee). This guy read the notes and said "my colleague is wrong, we do not do annual fee refunds as you have already taken the bonus points". Explained to her that she had spoken to her supervisor and all was good. Puts me on hold and speaks to the supervisor.. Comes back with "okay I'll refund the annual fee as a once off good will gesture".
Really poor attitude with no listening to the customer and he actually said twice "let me finish, I haven't finished yet.". Simply could not believe he could actually be wrong! Didn't want to refund the annual fee to the exact amount that the previous agent had calculated, wanted to deduct an extra months fee even though I kept telling him his calculation was incorrect! (READ THE NOTES!!)
HUGE contrast to when you speak to the American guys after hours. My advice, always call after-hours or on weekends when you don't have to speak to the brats that work at the Australian call centre!
