Amex CSRs are so misinformed

[Aarvard]

I have never had any problems with Amex CSR; they are really nice, but these are the online ones those. I rarely call Amex customer service so I'm not really sure about that.

[TitaniumCash]

Eh, not everyone who works for a certain company knows what they should know, unfortunately. I've gone to Coach boutiques with more knowledge about the release dates and color codes of the purses and to car dealers with more knowledge about their new car releases than the employees that work there. But that's because I'm obsessed with purses and cars and read everything I can get my hands on. Probably same for credit cards, lol. 

[Anonymous]

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@Jaylima91 wrote:
Well I must disagree. I had a bad experience with a chat CSR. Long story short I had asked for a replacement card for my Platinum account and well... They sent me an AU card under MY name. Now why would I want to add myself as an AU in MY own account. And of course they were charging me $175 AF for that secondary card and I had to fight it with their credit bureau department because they were reporting that as another account I had with them. Obviously not all CSRs are the same because I've had really nice experiences with their US based CSRs and concierge. Usually it's the outsourced CSRs that are a little misinformed at times.

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yea... it's because of situations like this i prefer to do everything myself. for the record, you can dispatch replacement cards yourself through AmEx's website. on the main page, go to the card that needs to be replaced, click "more options" on the right, under where it shows you the last time you logged in, then click, "card management" on the left, then click "Order a Replacement Card for Damaged, Lost, or Stolen Cards"

done

you can also manage, add and remove AU cards here. 

[AirlinerDudeB6]

I chatted with a CSR last week about my JetBlue Amex card.  Asked about PC and/or what will happen to my account at the end of the year due to the agreement ending.

CSR replied..."I see no changes coming to your card.  I can assure you we are working very hard to be sure you continue to recieve the excellent benefits that come with it.  You will be able to continue to use your card without Issue..."

I said..." Thanks...."

[takeshi74]

CS varies with any company.  You'll find both good and bad CSR's.  You can't determine any trend based on one data point.

If you know one is wrong then call back, try again (or request escalation) and mention that the prior CSR was misinformed.

[Jaylima91]

Not saying every CSR is incompetent. Just stating my experience with THAT CSR but it doesn't mean I didn't call back and clarified that information. And I'll be honest with you. About half of the CSRs in any one big corporation are not properly trained and are just thrown behind a computer and answering calls. Corporations aren't investing in product knowledge training anymore. They just want to save money even if it means they make one department handle what 5 departments are supposed to handle. I don't blame the CSRs. And I'm not only talking about CCCs. I mean any big corporation in general.

[Pat94108]

The most misinformed CSRs, in my opinion, are the ones from Capital One. Yes, you will find some misinformed CSR almost at every corporation, I even had a couple of interaction from Amex.