I don't know if chat support is different, but I've always had excellent experiences with chat. Seems US-based (from the names), and always very polite and helpful. Once I forgot to make an extra payment on time so I was charged a little interest.. while on chat about my statement date, I asked half jokingly if they could refund the interest. She said "With your great payment history, of course!" And they did. Maybe chat has gone downhill too, IDK since it's been some months since I used it.
As noted already (and I believe Pooka may have confirmed that Platinum/Centurion members go to the same FL-based call center?), I think it depends on the card type. I've had great CSRs when I called for a few things since upgrading Green to Platinum. I wouldn't be able to gauge customer service levels otherwise, though. I haven't had to call about my former green or my gold in years, except for the time when they called letting me know that they approved the $32,000 charge to Lufthansa on my gold card but did want to follow up to make sure the charge was legitimate (I told them I was flattered that they approved it but the airfare was certainly not mine). My normal spend with AmEx until about a year ago was $2-6,000 a month, though. Is this experience from the number on the back of your Platinum or the SPG/Delta cards?
@NRB525 wrote:What is the issue / question you are trying to get resolved?
This one was about the way they refunded (or actually didn't refund) my Platinum AF, and charged my PRG AF when I downgraded. I was going to downgrade anyway, but I forgot when my anniversary was so I got charged the $450 for the Platinum. Called and downgraded (like 2 days later), was told I'd be refunded the prorated Platinum fee, and charged a prorated PRG fee. (Which should have been full on both since it was so close to my anniversary date)
Problem is that they charged the PRG fee, and haven't refunded my Platinum fee. I was trying to get them to fix the Plat. one since my statement closed, so I didn't have to pay it and get credited back next month. I use the card very little anymore, so I didn't want a $400+ credit sitting there. They basically said It would be 1-2 billing cycles before I'd get the credit back. I was annoyed that the first rep didn't tell me that it would take so long to credit back, and that I have to essentially loan Amex money I no longer owe them. If that is truly the policy, I think it's a poor one, but it is what it is and I'll pay it. I would have had an easier time accepting it had I dealt with a friendly, competent person on the other side of the phone, but their rude, dismissive attitude really put me off.
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@K-in-Boston wrote:As noted already (and I believe Pooka may have confirmed that Platinum/Centurion members go to the same FL-based call center?), I think it depends on the card type. I've had great CSRs when I called for a few things since upgrading Green to Platinum. I wouldn't be able to gauge customer service levels otherwise, though. I haven't had to call about my former green or my gold in years, except for the time when they called letting me know that they approved the $32,000 charge to Lufthansa on my gold card but did want to follow up to make sure the charge was legitimate (I told them I was flattered that they approved it but the airfare was certainly not mine). My normal spend with AmEx until about a year ago was $2-6,000 a month, though. Is this experience from the number on the back of your Platinum or the SPG/Delta cards?
Sadly, even if I call the Platinum #, I think the system recognizes I've downgraded and I get shipped to the mass call center.
Chat support had almost the exact same script that the person on the phone did.
Really, I mainly wanted an explanation of WHY it was going to take 1-2 cycles to get me the credit back. Instead, they just kept repeating the script over and over. I know CSRs don't have all the answers, which is why the refusal to let me speak to a supervisor kinda irked me. (and frankly, shocked me. I've never been told 'no' from any company when I've asked)
From the recent AMA. My guess is that yes, you are being rerouted to the PRG third-class ticketholder car.
A: Hello there. While we certainly strive to provide the best customer service to all Card Members, regardless of their card type, Platinum and Centurion do have their own dedicated servicing teams and they are either more specialised in those products and benefits, and/or they have "graduated" their servicing tiers to those teams. I would not say that credit-wise, we play favourites when it comes to making credit-related decisions (with the exception of Centuion since we have thoroughly inspected them already). The card rankings are as you typically see posted - Green > Gold > Platinum > Centurion. Our lending cards (blue, everyday, co-brand, etc.) are pretty much all on the same level.
@K-in-Boston wrote:From the recent AMA. My guess is that yes, you are being rerouted to the PRG third-class ticketholder car.
A: Hello there. While we certainly strive to provide the best customer service to all Card Members, regardless of their card type, Platinum and Centurion do have their own dedicated servicing teams and they are either more specialised in those products and benefits, and/or they have "graduated" their servicing tiers to those teams. I would not say that credit-wise, we play favourites when it comes to making credit-related decisions (with the exception of Centuion since we have thoroughly inspected them already). The card rankings are as you typically see posted - Green > Gold > Platinum > Centurion. Our lending cards (blue, everyday, co-brand, etc.) are pretty much all on the same level.
That's a great find! I knew the approval standards for Green, PRG, and Platinum were pretty much identical, but I never thought about the different customer service levels. I guess it makes sense though - having reps that are specifically trained in the perks, features, etc of a product line. It's just too bad that the quality of service you receive seems so closely tied to the AF you pay 
I also wonder if it matters if you have a business vs personal card. I've had a couple corp green cards in the past, and my Delta and SPG cards are small business/OPEN cards. Maybe I'll give them a call and see how things go as a test LOL
ah20003 wrote: Now only if Chase would bring branches to the DC area.
They're not in DC? I'm kinda shocked! I didn't realize there were really any areas (well, major areas) left w/o branches between BankOne, WaMu, etc. acquisitions!
Their banking products are nothing special by any means, but for the variety of cards they offer, and the perks they give, they're hard to beat.