Has anyone else noticed a drop in Amex customer service

[Cynicor]

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).

It's account specific. I can access my edge and explorer from the one account too...

 

[N860CR]

It's account specific. I can access my edge and explorer from the one account too...

That's very interesting. I've been told it is a system issue and "it's been passed onto management, but that's just how it is".

So you can login to your Amex account, to go travel and then both credits appear in the top right corner?

For interests sake, do you have separate MR/Gateway programs or have they been merged?

 

[ChrisFlyer]

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

Apparenly email has been replaced by live chat, although the page it directs you to for that live chat doesn't actually load the live chat.

I normally only use the messaging feature to advise when I'm travelling overseas - certainly won't be wasting my time calling up before a trip, and if the live chat thing doesn't work then I just won't bother.

 

[pauly7]

Apparenly email has been replaced by live chat, although the page it directs you to for that live chat doesn't actually load the live chat.

I normally only use the messaging feature to advise when I'm travelling overseas - certainly won't be wasting my time calling up before a trip, and if the live chat thing doesn't work then I just won't bother.

I found that but appears to be working now. Small win!

 

[Cynicor]

That's very interesting. I've been told it is a system issue and "it's been passed onto management, but that's just how it is".

So you can login to your Amex account, to go travel and then both credits appear in the top right corner?

For interests sake, do you have separate MR/Gateway programs or have they been merged?

Yep, both credits appeared as they should have. Started with joint, demerged and then merged, worked all the way through.

 

[Plutonus]

Yep, both credits appeared as they should have. Started with joint, demerged and then merged, worked all the way through.

All mine under the platinum umbrella appear as well. I can't use them both in the one transaction though.

 

[albyd]

I did a dummy booking today. Didn't want to enter my card security codes, etc in case there wasn't a further step where I could choose the credit. I have one credit left - Explorer - used the others earlier this year. I didn't do it myself. At what stage in the booking process on the amex travel site do you get the option to use your travel credit? I could only see using MR points as an option.

 

[Isochronous]

Replacing email with live chat was a very dumb move. Disappointed.

 

[get me outta here]

I noticed for the first time on the weekend there was no more email and resorted to the chat. The operator was very knowledgeable, fast responding, and managed to sort something out that probably I would not of got away with by email.

Quite different from my QF experience with chat on the weekend which was worse than useless.

 

[amaroo]

I called around midday yesterday to request a replacement card as mine was showing signs of extreme usage abuse.... just cleared the PO box and was very surprised to see a new card waiting for me. Not bad given I live in a regional location.

Outstanding customer service!

 

[Mr_Orange]

I called around midday yesterday to request a replacement card as mine was showing signs of extreme usage abuse.... just cleared the PO box and was very surprised to see a new card waiting for me. Not bad given I live in a regional location.

Outstanding customer service!

When you ask for a new card, do you keep the same number? Mine is getting worn. The outer, film layer is peeling off (this seems to be common with cards in Aus) and I would like to replace it but don't want a new number.

 

[amaroo]

When you ask for a new card, do you keep the same number? Mine is getting worn. The outer, film layer is peeling off (this seems to be common with cards in Aus) and I would like to replace it but don't want a new number.

New number unfortunately - I had no choice as mine wasn't working and still had 17 months to go. Front peeling and the magic strip on the back is just about 40% worn out.

The good news - the new card has the pay wave symbol ... haven't tested yet.

I hope this one is made of stronger stuff - validity period is 5 years.

 

[Mr_Orange]

New number unfortunately - I had no choice as mine wasn't working and still had 17 months to go. Front peeling and the magic strip on the back is just about 40% worn out.

The good news - the new card has the pay wave symbol ... haven't tested yet.

I hope this one is made of stronger stuff - validity period is 5 years.

Mine is already Paywave enabled and it works (at most terminals...). I've still got approx 3 years left on mine so there is no way it is going to last!

 

[robtemt]

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.

Sorry, I've been inactive for a couple of weeks. I received 35K for keeping my Amex in March I think. But, that was retention, not compensation.

The bonus points came through, and as did the $600 credit, but when I looked at my MR account, I was deducted 1200MR points for the -$600 that was the annual fee refund. I've lodged a complaint, as I didn't EARN any points for paying my annual fee, so I shouldn't be penalised as a result of the annual fee partial refund.

I've also received 6 emails in the past week that my travel credit is ready for use. I did live chat, and they said they are working on the issue. Love getting spammed by Amex, well worth the annual fee.....

Speaking of travel credits, I might as well whinge about those too. I now have $1400 that expire in mid 2018. A bit disappointing, as I was going to book Four Seasons in Bali with Amex, but you can't use travel credit for Fine Hotels & Resorts I was told. Only on pre-paid hotels. And only one credit per booking. On top of it, Amex rates are the highest I've found for the FS.

 

[Mr_Orange]

I've also received 6 emails in the past week that my travel credit is ready for use. I did live chat, and they said they are working on the issue. Love getting spammed by Amex, well worth the annual fee.....

I have the same span going on too: http://www.australianfrequentflyer....-rewards/amex-travel-credit-emails-83485.html.

Speaking of travel credits, I might as well whinge about those too. I now have $1400 that expire in mid 2018. A bit disappointing, as I was going to book Four Seasons in Bali with Amex, but you can't use travel credit for Fine Hotels & Resorts I was told. Only on pre-paid hotels. And only one credit per booking. On top of it, Amex rates are the highest I've found for the FS.

Not being able to combine annoys me too. It should be so easy to do and would add value back to where it was stripped away when they changed from free flights.

 

[Daver6]

Can you get around not being able to use multiple credits by just using one credit per night and making multiple bookings? I realise, not as convenient and you still need to stump the difference.

And I agree, every time I've looked at the Amex rates for hotels, they are more expensive than elsewhere. I rang up once about price matching and was essentially told part of the reason some are more is to covered the "free" benefits you receive, eg upgrades and hotel credit.

 

[N860CR]

Can you get around not being able to use multiple credits by just using one credit per night and making multiple bookings? I realise, not as convenient and you still need to stump the difference.

And I agree, every time I've looked at the Amex rates for hotels, they are more expensive than elsewhere. I rang up once about price matching and was essentially told part of the reason some are more is to covered the "free" benefits you receive, eg upgrades and hotel credit.

They've also got terrible cancelation policies compared to other booking engines, so I really don't know why anyone would use them if it wasn't for the credits.

Some hotels are randomly cheaper, but that's few and far between

 

[liamsal]

Just used the built in chat window on the Amex website and it worked well. Instant responses and my issue was solved within 5 minutes (mind you it was a pretty straightforward issue)

 

[jas]

The outer, film layer is peeling off (this seems to be common with cards in Aus) and I would like to replace it but don't want a new number.

If you request a new card because it's damaged (as opposed to lost/stolen), you'll get a new card with a new number, but the old card will still work "so you can keep using it until the new one arrives", and perpetually.

Two years ago I got my Edge card replaced because contactless stopped working. New card arrived, but old card continues to work until this day (albeit having to insert to use). Handy for Shop Small and other Amex offers to have another card number to register

 

[ChrisFlyer]

Tried to add a travel note to my Explorer the other day... used to be a quick, one-line email through the system. Now you have to wait for someone to become available, and then they want to ask security questions just to add the note, even though you're already logged into your account online. Told them I couldn't be bothered answering them as it used to be a quick one line email, and they just added the note to my account without question.

Definitely a backwards step, especially for such a travel focused card. Don't think I'll bother next time... figure if I use it to check-in at a hotel overseas and that hotel processes the card via the chip (rather than swiped), AMEX can tell that the physical card is there anyway.