I like to use the phone number for the highest tier product I have. Then let them connect me to somebody else if needed. Generally results in better customer service. As in, use the amex plat phone number for questions about the hhonors account.
@ramblin_wreck08 wrote:Just got off the phone with Citi, asking for an APR reduction on both my Forward VS and my Dividend WMC. First came the Forward. I called the number, put in the last 4 digits of my card, and listened to all of the information on my account (balance, etc.). Once finished, I had to sit through a voice prompt to be directed to the appropriate department. I believe I was directed to a foreign call center and, while friendly, the CSR seemed somewhat unsure of his ability/authority to get an APR reduction. In the end, it was a 5 minute call that dropped my APR to 14.24% (getting closer and closer to their lowest!)
The second call was for my Dividend. Called the same number, input the last 4 digits of my card, and listened to all the information on my account. This was exactly the same as before. This time, however, I was immediately connected to a US call center afterward. No voice prompts to navigate through. The CSR seemed better informed and seemed to have experience in handling requests like mine. I got the sense that he had the authority to handle my request. The call was only 3 minutes and resulted in the same reduction to a 14.24% APR.
Similar things can be said about my experience with American Express. I started off with the Zync, and later traded it in for the PRG. The difference in customer service has been remarkable. I have called in for both cards several times, and customer service has consistently been more helpful and informed for the PRG. This has led to shorter call times and a better overall experience.
Have you noticed the same thing, or is what I am noticing more of an exception than the rule?
I agree with your AmEx experience. The "higher" you go, the "better" they treat you.
@CreditScholar wrote:
@enharu wrote:
@CreditScholar wrote:+1. This reminds me of something my father told me as a child: "In this world either you have money or you have patience". This is a perfect example of that.
That is an interesting saying. It's actually very true haha
It is 100% true.
If you want the newest stuff all the time, want to have things all to yourself (like a private jet), want to skip lines and don't like waiting... it's easy as long as you have money.
If not you'll just have to wait in line like everyone else, wait until that new product becomes a bit older (and thus cheaper), stay on hold longer for CSRs because you're not flagged as a priority account, etc. All that waiting requires patience.
I noticed this concept in action not just with regards to credit cards, but with job status and wealth as well.
As an undergrad, I made pennies working a full-time and two part time jobs. I'll bet I made $22,000/year back then...and I was treated like a peasant by my bank.
Now, I make well over six figures...have a graduate degree and a job of prestige...and these cats at financial institutions roll out the red carpet when I walk in. I actually had a banker at Chase walk away from a customer she was speaking to and ask me if I needed help
or a loan
or a new pack of free checks
or a cup of cappuccino.
And you know what? I LOVE IT. I'm not afraid to admit it.I LOVE getting the royal treatment in recognition of the money I make those places...and in recognition of the years I worked to climb from the depths of BK into a different situation in life.
I think part of our current problem as a society (soapbox time, however briefly 
) is that people who have not yet "made it" in life expect to be coddled and pampered by virtue of the fact that they breathe air. It usually takes a bit of time to build a strong credit profile and/or wealth - and to receive the treatment that follows. That is what makes the tough road to get there so worth the struggle.
OK, off the soapbox I step 
Customer segmentation is used by every company, including cable, mobile, retailers, etc. And the segmentation isn't merely limited to card type but also factors in spending. Someone paying $95 a year for their card but little spend vs someone at $0 AF but $35k annual spending = different customer treatments. Each company identifies these accounts with various wording such as high value accounts. Usually these are internal classifications not communicated to consumers but they do exist.
@CreditCrusader wrote:
@CreditScholar wrote:
@enharu wrote:
@CreditScholar wrote:+1. This reminds me of something my father told me as a child: "In this world either you have money or you have patience". This is a perfect example of that.
That is an interesting saying. It's actually very true haha
It is 100% true.
If you want the newest stuff all the time, want to have things all to yourself (like a private jet), want to skip lines and don't like waiting... it's easy as long as you have money.
If not you'll just have to wait in line like everyone else, wait until that new product becomes a bit older (and thus cheaper), stay on hold longer for CSRs because you're not flagged as a priority account, etc. All that waiting requires patience.
I noticed this concept in action not just with regards to credit cards, but with job status and wealth as well.
As an undergrad, I made pennies working a full-time and two part time jobs. I'll bet I made $22,000/year back then...and I was treated like a peasant by my bank.
Now, I make well over six figures...have a graduate degree and a job of prestige...and these cats at financial institutions roll out the red carpet when I walk in. I actually had a banker at Chase walk away from a customer she was speaking to and ask me if I needed help
or a loan
or a new pack of free checks
or a cup of cappuccino.
And you know what? I LOVE IT. I'm not afraid to admit it.I LOVE getting the royal treatment in recognition of the money I make those places...and in recognition of the years I worked to climb from the depths of BK into a different situation in life.
I think part of our current problem as a society (soapbox time, however briefly
OK, off the soapbox I step
+1. People need to know their place, and if they forget they sometimes need to be reminded.
That doesn't mean they can't work towards something better, but like you I'm a bit tired of people who haven't made it yet expecting to be treated like they have.