topic Re: Is American Express for real? in SmorgasBoard

Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:18:32 GMT

You literally have to be kidding me, lol.

I thought American Express had great customer service. I guess I was wrong, no wonder Discover overtook them.

A chat from a few minutes ago on the next post.

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:23:33 GMT

I guess if I weren't already unsure about them already, I guess I can forget about them and their cruddy customer service plus spotty acceptance. Anyone else ever have these problems? What's happened to American Express since the 90's?

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:25:31 GMT

Honestly.. And I had to say this.. But I get much superior service from Chase.

I really think Amex is riding their reputation from decades ago.

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:27:06 GMT

once i became a member, every chat ive had when logging in has been awesome. they might outsource different people for people who aren't members yet. American express customer service people actually learn for 3 months before workng for Amex and are usually knowledgable

Re: Is American Express for real?

Discover2016 — Wed, 28 Sep 2016 04:29:08 GMT

Wow he "hung" up you, that is unacceptable I also was looking for the prequal page and I never find it.

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:30:13 GMT

@Anonymous wrote:
You literally have to be kidding me, lol.

I thought American Express had great customer service. I guess I was wrong, no wonder Discover overtook them.

A chat from a few minutes ago on the next post.

Discover overtook but Amex is still a close 2nd right? So yes, your chat isn't great, but you can find much worse examples for every issuer, and the point of surveys like JD Power is to get big samples to look at overall performance. This just sounds like terminology, CSR didn't understand what you meant by pre-qualify page (and he/she should have asked rather than telling you there wasn't one.) But at least, as far as we know, they didn't open 5 accounts for you without your knowledge as WF might have done!

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:32:39 GMT

Right? I think they should offer me a BCP, waive the annual fee for life, and give me a 10k limit with their lowest APR as an apology, plus an apology letter on top of it.

Seriously though, what has happened to AMEX since the 90's? Where did the amazing dispute resolution, customer service, and premium products go?

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:33:42 GMT

In what way has discover "overtaken" Amex?

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:34:01 GMT

@Anonymous wrote:
@Anonymous wrote:
You literally have to be kidding me, lol.

I thought American Express had great customer service. I guess I was wrong, no wonder Discover overtook them.

A chat from a few minutes ago on the next post.

Discover overtook but Amex is still a close 2nd right? So yes, your chat isn't great, but you can find much worse examples for every issuer, and the point of surveys like JD Power is to get big samples to look at overall performance. This just sounds like terminology, CSR didn't understand what you meant by pre-qualify page (and he/she should have asked rather than telling you there wasn't one.) But at least, as far as we know, they didn't open 5 accounts for you without your knowledge as WF might have done!

If a customer service rep doesn't understand what a pre-qualification page is, then why are they even working there? I mean it's the most basic thing they should know... How can you trust this particular person to solve more difficult problems?

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:34:42 GMT

@Anonymous wrote:
In what way has discover "overtaken" Amex?

http://www.jdpower.com/press-releases/2016-us-credit-card-satisfaction-study

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:36:52 GMT

@Anonymous wrote:
In what way has discover "overtaken" Amex?

JD Power customer satisfaction survey. http://www.jdpower.com/press-releases/2016-us-credit-card-satisfaction-study

Discover (827) ranks highest in customer satisfaction with credit card issuers for a third consecutive year. Discover performs particularly well across all six study factors. American Express (825) ranks second and Capital One (799) ranks third.

Note the difference between Amex and Discover is very small, compared to the difference between 2 and 3 place.

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:47:16 GMT

For those looking, try

https://www.americanexpress.com/us/credit-cards/tools/25330?linknav=us-CCSG-ProspectNav-SpecialOffers&entryEEP=true&inav=menu_cards_pc_viewallcards#!view-your-prequalified-offers

possibly in incognito mode.

Then I can rant about myfico users who can't use search engines.....

Re: Is American Express for real?

ficobgtx — Wed, 28 Sep 2016 04:47:58 GMT

I agree that amex service is now poo... when I closed out my SPG last year, I wanted them to move the credit limit to my new ED. They though I meant balance, but instead of telling me, the went ahead and closed the SPG and told me "oh, you had no balance so we just closed and we can't do anything now - you'll just have to request a CLI"

Not a huge deal as their CLI's are very generous, but it was defiantly an "are you kidding me" type of moment.

Although I may close this year, JP Morgan has by far the best customer service (Ritz card) from my experience. Though when I opened CSR and had them expedite, the Chase guy was actually really good as well. Since I had him on the line, I checked to see if he could do a travel credit on the Ritz card. He said give him a minute to look up the procedure as he was Chase and the card is JPM, but took him all of 1 min to look it up and quickly do it. And expedited my CSR all in one shot.

Not saying Chase is always good - my DW opened a CSR today and called in and they couldn't expedite hers (too much demand they said) - but my experience was good. I opened mine on the first official day (not the pre-release day).

Re: Is American Express for real?

wasCB14 — Wed, 28 Sep 2016 04:50:11 GMT

@Anonymous wrote:
@Anonymous wrote:
In what way has discover "overtaken" Amex?
JD Power customer satisfaction survey. http://www.jdpower.com/press-releases/2016-us-credit-card-satisfaction-study

Discover (827) ranks highest in customer satisfaction with credit card issuers for a third consecutive year. Discover performs particularly well across all six study factors. American Express (825) ranks second and Capital One (799) ranks third.
'
Note the difference between Amex and Discover is very small, compared to the difference between 2 and 3 place.

Capital One in third place? I'm surprised. I've no history with them, but a lot people love to hate them and rant about offshore low-cost customer service.

As far as premium Amex products with great service...what about Platinum?

Discover is definitely great for a no-AF option.

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 04:55:55 GMT

@Anonymous wrote:
For those looking, try

https://www.americanexpress.com/us/credit-cards/tools/25330?linknav=us-CCSG-ProspectNav-SpecialOffers&entryEEP=true&inav=menu_cards_pc_viewallcards#!view-your-prequalified-offers

possibly in incognito mode.

Then I can rant about myfico users who can't use search engines.....

Tried the search engine, but wouldn't show anything. Plus your link doesn't go to a pre-qual page, just their overview page. I shouldn't have to go to a special "mode" to find a pre-qual page.

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 05:08:59 GMT

@Anonymous wrote:
@Anonymous wrote:
For those looking, try

https://www.americanexpress.com/us/credit-cards/tools/25330?linknav=us-CCSG-ProspectNav-SpecialOffers&entryEEP=true&inav=menu_cards_pc_viewallcards#!view-your-prequalified-offers

possibly in incognito mode.

Then I can rant about myfico users who can't use search engines.....
Tried the search engine, but wouldn't show anything. Plus your link doesn't go to a pre-qual page, just their overview page. I shouldn't have to go to a special "mode" to find a pre-qual page.

I didn't say "didn't try", said "can't use". But I am just being cranky,,,,

If you use incognito, you will see the correct tab. That's for current customers anyway. If you are one, they want you to login. Sorry if that doesn't fit with your rules, but that it was Amex does

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 06:09:19 GMT

Wow....that picture said a Thousand words!!!!😵

Knock on wood but I've yet,to have a bad experience on the chat??? I seem to keep reading post about bad chats though. LOL😶

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 06:12:22 GMT

Please tell me you took the survey?

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 06:31:52 GMT

@Anonymous wrote:
Please tell me you took the survey?

Yes I took the survey but didn't give them a favorable review.

Re: Is American Express for real?

Anonymous — Wed, 28 Sep 2016 11:29:23 GMT

@Anonymous wrote:
Right? I think they should offer me a BCP, waive the annual fee for life, and give me a 10k limit with their lowest APR as an apology, plus an apology letter on top of it.

Seriously though, what has happened to AMEX since the 90's? Where did the amazing dispute resolution, customer service, and premium products go?

You are losing your mind here and completely branding AMEX CS over a chat session that lasted about 90 seconds? As someone else pointed out the person you chatted with is likely ESL and working in a non-US location.

Call AMEX and talk to a real-life breathing human being. Might that be an outsourced person also? Yep, no doubt as AXP numbers are not as strong as they once were. So give them a call because otherwise you just sound bitter about not being a current customer of them.