Has anyone else noticed a drop in Amex customer service

[robtemt]

I received an email from the Customer Relations Manager for Amex Australia/New Zealand.

It was blunt, arrogant, and maintained the "compensation offered is the maximum we will be able to provide".

25K points (less than is offered by call centres as a retention bonus), and 1/2 my annual fee ($600). He then went on to say I'm welcome to take my complaint to the FOS.

No apology, just a corporate jerk sending an email. He has no grasp of customer retention or service recovery.

I'm reluctantly taking the compensation. But, I will happily post his direct email address on here for anyone else who ever has a complaint so they can escalate it to him... Once I have my bonus points and card credit.

 

[Daver6]

That's a really disappointing outcome I think.

As a reference point, I raised a complaint because I had to submit a form about four times and many phone calls/emails to get a another supplementary card (Plat charge) in my name. In the end I was offered 23k points as compensation. I estimate I wasted about 2 to 3 hours having to deal with it all up.

The experience you described is significantly worse IMHO. Time wasting is one thing. The embarrassment of bookings not being made when you turn up is a totally different level. Essentially, in my view, you have paid for a service that has not been delivered.

Are you able to escalate further? Perhaps social media?

 

[N860CR]

Something has gone very wrong at Amex. I'm guessing there's been some upper level adjustments made in the customer service budget.

I'm still waiting on even a followup following the FOS complaint. That usually gets someone who matters jumping into action pretty quickly, but all Amex have sent me is a letter (yes... letter) saying they'll be in touch

 

[foggy]

I received an email from the Customer Relations Manager for Amex Australia/New Zealand.

It was blunt, arrogant, and maintained the "compensation offered is the maximum we will be able to provide".

25K points (less than is offered by call centres as a retention bonus), and 1/2 my annual fee ($600). He then went on to say I'm welcome to take my complaint to the FOS.

No apology, just a corporate jerk sending an email. He has no grasp of customer retention or service recovery.

I'm reluctantly taking the compensation. But, I will happily post his direct email address on here for anyone else who ever has a complaint so they can escalate it to him... Once I have my bonus points and card credit.

that is quite a disappointing outcome. I guess they may hold annual fee reduction a higher than giving you more points. What were the retention bonus you received previously?
I will most definitely dump my charge card after the first year. After all that you've been through while being on the charge card, their 2nd most expensive card, still being treated as though they don't need you business after their own blunder is a real eye opener.

The real problem is Amex really doesn't have much competition, which makes them feel like they can get away with things like this.

 

[CaptainCurtis]

In my opinion, AMEX used to be a luxury brand. Holding an AMEX-issued card wasn't commonplace, it was a luxury. Now that a number of the banks are dropping their bank-issued AMEX cards, more consumers will be moving towards direct AMEX-issued cards, effectively lowering the prestige/luxury associated with the brand. Naturally, this results in a lower level of service.

 

[N860CR]

In my opinion, AMEX used to be a luxury brand. Holding an AMEX-issued card wasn't commonplace, it was a luxury. Now that a number of the banks are dropping their bank-issued AMEX cards, more consumers will be moving towards direct AMEX-issued cards, effectively lowering the prestige/luxury associated with the brand. Naturally, this results in a lower level of service.

I'd say you're correct. Their systems just haven't kept up with the increase in customer numbers. This is very evident by the lack of followup, apparent lack of complaints handling processes etc

 

[LordGarlic]

Amex has recently disabled and ceased the operation of its online email function. I have an ongoing complaint lodged via the email function since march 17. They were taking ages to look into it until I recently realized that the email function has been disabled. Maybe those people answering the email function have lost their job. I have since given up following the query.

 

[albyd]

In my opinion, AMEX used to be a luxury brand. Holding an AMEX-issued card wasn't commonplace, it was a luxury. Now that a number of the banks are dropping their bank-issued AMEX cards, more consumers will be moving towards direct AMEX-issued cards, effectively lowering the prestige/luxury associated with the brand. Naturally, this results in a lower level of service.

I have mixed feelings about the new credit card designs Amex have launched over the last year - particularly for Essentials (entry level credit card).
On the one hand, it's moving away from the blue box logo which appears on bank issued Amex cards but I think also cheapens the brand looks like trying to pass off an entry level card as their marquee (on the basis Centurion black can't be applied for) card the Platinum Charge card.

 

[mini2]

I'm still waiting on even a followup following the FOS complaint. That usually gets someone who matters jumping into action pretty quickly, but all Amex have sent me is a letter (yes... letter) saying they'll be in touch

Seems to be a normal practice for them though, that standard letter gets sent soon after they've received your complaint through whatever channel (I usually fire an email at their executive relations or whatever glorified title they've given themselves) and a couple of days I might get a call. Or nothing.

Amex has recently disabled and ceased the operation of its online email function. I have an ongoing complaint lodged via the email function since march 17. They were taking ages to look into it until I recently realized that the email function has been disabled. Maybe those people answering the email function have lost their job. I have since given up following the query.

Spam their executive customer relations team. Their contact details are listed on the FOS members page.

I have mixed feelings about the new credit card designs Amex have launched over the last year - particularly for Essentials (entry level credit card).
On the one hand, it's moving away from the blue box logo which appears on bank issued Amex cards but I think also cheapens the brand looks like trying to pass off an entry level card as their marquee (on the basis Centurion black can't be applied for) card the Platinum Charge card.

That's pretty much the Explorer card - bigger Centurion, similar colour scheme as Centurion and you've got tonnes of people flocking to it. Probably copied from Mercedes' playbook or something, they've once researched that the bigger the star emblem the more attractive it is for their younger, non-typical clients.

 

[albyd]

Agreed Explorer isn't as blatant with the larger centurion and different background but to the uninitiated, could be passed off as a wanna be centurion. It is an attractive card tho

 

[blueythecat]

Amex has recently disabled and ceased the operation of its online email function. I have an ongoing complaint lodged via the email function since march 17. They were taking ages to look into it until I recently realized that the email function has been disabled. Maybe those people answering the email function have lost their job. I have since given up following the query.

It's a pity AMEX have discontinued their secure email function - I found it to be a really handy feature and will certainly miss it. Perhaps it was too easy for people to raise issues that way - so they've done away with it.

 

[benjy]

An Amex Australia employee advised me recently that Amex AU operating hours are moving to 7am - 6pm, all other times will be going overseas. Amex AU employees are also moving from 5 x 8 hour days to 4 x 10 hours days from July. Call later in the day, you'll probably get a tired, exhausted employee.

 

[oh_lol]

I finally received a letter from AMEX in regards to my complaint to FOS.
They stood firm with the 'no points', but said they will refund my annual fee (initial complaint directly to AMEX they wouldn't refund anything, spoke to advisors, supervisors and apparently a manager who had no idea what he was talking about), or waive the annual fee if I reinstated my cards. no chance of that so I replied I will take the full refund.
So that worked out well, since I also used the $400 travel credit.

Let's see how long it takes for them to issue the refund.

 

[foggy]

I finally received a letter from AMEX in regards to my complaint to FOS.
They stood firm with the 'no points', but said they will refund my annual fee (initial complaint directly to AMEX they wouldn't refund anything, spoke to advisors, supervisors and apparently a manager who had no idea what he was talking about), or waive the annual fee if I reinstated my cards. no chance of that so I replied I will take the full refund.
So that worked out well, since I also used the $400 travel credit.

Let's see how long it takes for them to issue the refund.

Great outcome, but what was the initial issue?
So refund annual fee and you still keep the card? or refund annual fee and cancel card?

 

[djchuckles]

An Amex Australia employee advised me recently that Amex AU operating hours are moving to 7am - 6pm, all other times will be going overseas. Amex AU employees are also moving from 5 x 8 hour days to 4 x 10 hours days from July. Call later in the day, you'll probably get a tired, exhausted employee.

Id happily wok 4 10 hour days instead of 5 8 hour days!

 

[oh_lol]

Great outcome, but what was the initial issue?
So refund annual fee and you still keep the card? or refund annual fee and cancel card?

Initial issue was AMEX over 3 different calls and advisors stating I was 100% eligible for the sign up points with the Explorer.
Then told over 2 different calls and advisors after I made the spend I definitely qualified and should expect it to go into my account.
If I knew I wouldn't get it, I'd not signed of up for a $395 card and made the spend on it.
I ended up making the FOS complaint because one of the managers laughed at me and said 'you should go and make a FOS complaint', which I didn't even know about til he mentioned it. So I did, and I'm quite glad now he bought FOS to my attention.

I cancelled the card. They've been so poor in so many areas in the past 6 months this was the last straw.

 

[foggy]

That is interesting, 6 months ago meaning you applied for it in january/December? Why didnt you get the signup bonus? What cards did you have previously?

 

[Plutonus]

It's a pity AMEX have discontinued their secure email function - I found it to be a really handy feature and will certainly miss it. Perhaps it was too easy for people to raise issues that way - so they've done away with it.

I thought there was something wrong with me when I couldn't find the compose button anymore...

 

[N860CR]

Still no response to my FOS complaint. I did send a followup email to the Exec Customer Care Team (or whatever stupid name they have), however it has been ignored.

Also followed up on the phone, but got the Indian call centre who were pretty clueless. Their latest claim is that "yes of course you can have one login for all cards and access everything, but for the travel credit you need to have two logins". Spent about 10 minutes stuffing around that, in that case, one login really can't do everything, but it didn't sink in. Funnily enough, the FOS window for response closes on Monday so I'm surprised Amex have elected not to meet that.

It's a real issue for those with Explorer and Edge cards linked to the one rewards account, as it makes it impossible to access both travel credits.

 

[Pleb Status]

Still no response to my FOS complaint. I did send a followup email to the Exec Customer Care Team (or whatever stupid name they have), however it has been ignored.

Also followed up on the phone, but got the Indian call centre who were pretty clueless. Their latest claim is that "yes of course you can have one login for all cards and access everything, but for the travel credit you need to have two logins". Spent about 10 minutes stuffing around that, in that case, one login really can't do everything, but it didn't sink in. Funnily enough, the FOS window for response closes on Monday so I'm surprised Amex have elected not to meet that.

It's a real issue for those with Explorer and Edge cards linked to the one rewards account, as it makes it impossible to access both travel credits.

The issue must be with the Explorer as I can access my Charge, Reserve and Edge travel credits all from the one login (via the Charge).