Valued Contributor
Posts: 2,300
Registered: ‎01-22-2012

Re: American Express is becoming the new Capital One!

[ Edited ]

HiLine wrote:

I do feel that Amex has been shifting their strategies over the years to target the average consumer rather than to cater to the upper echelon who are willing to pay more to receive better customer service. In the past most of their cards, if not all, charged annual fees which would cover the expenses for exceptional customer service. Now that the share of fee-free cards is a lot more significant, their customer service is also diluted, resulting in less than stellar service for the majority of consumers. If you own one of their most expensive products like the Platinum, I believe you'll get to talk to a more dedicated and knowledgeable group of CS representatives who match the well-known quality of the whole department from a decade ago. 

+1. Anytime you open up a product or service to the masses, a dilution in quality is inevitable. It's simply much harder to maintain the same level of quality control over 3 million people compared to say 300,000.


Amex operates a tiered model of customer service where their best CSRs staff their centurion and platinum lines, and then there is a gradual falloff until you hit their bottom-tiered products (Zync comes to mind). The problem many people are experiencing is that they think "wow I've got an Amex", and based on it's historical reputation expect a certain level of service. They're then disappointed when they receive what they see to be sub-standard CS on (what is frankly) a "sub-standard Amex product". 


This should be common sense in that you're going to get better service as a higher AF-paying, more profitable customer than as a "bottom-feeder", but it still eludes many. Not all customers are seen as equal, and therefore not all Amex products are equal as well. What card you have (at least) partially determines where in the hierarchy you are.

FICOs: EX: 826, EQ: 817, TU: 810
Bank of America Privileges with Travel Rewards Visa Signature - $23,200 CL
Chase Sapphire Preferred Visa Signature - $12,700 CL
Chase United MileagePlus Club World Elite MasterCard - $26,500 CL
Citibank American Airlines Executive World Elite MasterCard - $22,500 CL
J.P. Morgan Ritz Carlton Visa Signature - $23,500 CL
Advertiser Disclosure: The listings that appear on myFICO are from companies from which myFICO receives compensation, which may impact how and where products appear on myFICO (including, for example, the order in which they appear). myFICO does not review or include all companies or all available products.

Copyright ©2001-2015 Fair Isaac Corporation. All rights reserved.   | Terms of Use | Privacy Policy | Sitemap

IMPORTANT INFORMATION: All FICO® Score products made available on include a FICO® Score 8, along with additional FICO® Score versions. Your lender or insurer may use a different FICO® Score than the versions you receive from myFICO, or another type of credit score altogether. Learn more

FICO, myFICO, Score Watch, The score lenders use, and The Score That Matters are trademarks or registered trademarks of Fair Isaac Corporation. Equifax Credit Report is a trademark of Equifax, Inc. and its affiliated companies. Many factors affect your FICO Score and the interest rates you may receive. Fair Isaac is not a credit repair organization as defined under federal or state law, including the Credit Repair Organizations Act. Fair Isaac does not provide "credit repair" services or advice or assistance regarding "rebuilding" or "improving" your credit record, credit history or credit rating. FTC's website on credit.