Amex has really gone downhill

[redpat]

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@kdm31091 wrote:

I agree sometimes the entitlement around here gets to be a bit much. A mistake was made. Card can still be used. OP got a great bonus offer. Life goes on. Comparing this to an emergency such as a lost wallet is ridiculous, IMO.

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+1

Sh$t happens, gotta roll with the punches.

Use that one until you get the new one, how easy is that.

I can't imagine OP at the airport during flight delays or cancellations, lol.

(Mod Cut)

[jsucool76]

(Mod Cut)

They misspelled your name...that sucks, i get it. I'd be annoyed too, thought not because I feel "entitled," but because I feel if I'm paying for a premium product, I expect premium service. The entire "must wait 10 days" thing is a total sham. While this isn't a huge deal, as you'll still get your bonus and everything, it does suck, but life goes on. 

As far as comparing this situation to an "Emergency" situation, that is totally allowable, as customer service, is customer service. How far a company is willing to go for you is LITERALLY the definition of customer service. We all have a lot of credit cards, we have all experienced customer service from tons of different lenders, and we can ALL honestly say, some companies just do it better than others. 

I called chase while overseas, and since I didn't call collect, the calls cost me $31....Chase put a $31 statement credit on my account to make up for something that, at the end of the day, was my fault. They also sent my replacement card UPS Int'l Express to my hotel in germany.  

I saw a website from last year with citi that was an error, and reflected the prestige with 0% for life of the account. Citi gave me 10,000 points (minimally worth $160). 

Amex chat reps..are usually pretty nice. 

See the difference there? 

[kdm31091]

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@red259 wrote:

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@yfan wrote:

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@red259 wrote:

They expedited it, but I didn't request any special shippping. I disagree with the whole idea of "mistakes happen". This was a simple thing and for $450 its really unacceptable, especially when they have the account right there with the correct spelling in front of them, because I was already a member. Its the fact that I have to wait 10 days and call back which gets me. 

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Well, when I had the Marriott card, I also already had an existing Chase card. But Chase decided to add a middle initial to my name for my Marriott card, and I don't have a middle name! So, it isn't that uncommon.

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I should clarify my statement because I see how that quote can be misunderstood and I should have phrased it better. I was referring to not agreeing with the general argument of people just saying "mistakes happen" in response to things like when they say its something is not worthy of being mentioned given the context of everything else that happened when I called in. As I stated elsewhere in the thread I understand mistakes do happen, but my problem is with the way this was handled by customer service. Yfan this isn't a direct response to you, but just because I saw the language I wrote in the post you quoted and wanted to clarify what I was trying to convey.   

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Don't know about others but I get what you are conveying. You are annoyed basically that you have to wait 10 days for the new card. I don't know what you expect anyone to say. It's Amex's policy. It is what it is. I'm sorry that it's annoying, but there's nothing anyone can do about it.

Not everything is fixable with a customer service call and a finger snap. Some things simply take time. It's not bad customer service. They have to follow their policies and systems. I'm sure they understand you are annoyed with the mistake, but there's nothing they can do if it doesn't allow a new card mailed out sooner than 10 days.

Anyway, thread is going nowhere as I'm not sure what you expect anyone to say. Amex isn't suddenly some horrible company in my eyes because of a small mistake. So yeah, wait the 10 days and just forget about it. Your card is still usable. Move on. 10 days will go by before you know it. Have a good day.

[red259]

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@redpat wrote:

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@kdm31091 wrote:

I agree sometimes the entitlement around here gets to be a bit much. A mistake was made. Card can still be used. OP got a great bonus offer. Life goes on. Comparing this to an emergency such as a lost wallet is ridiculous, IMO.

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+1

Sh$t happens, gotta roll with the punches.

Use that one until you get the new one, how easy is that.

I can't imagine OP at the airport during flight delays or cancellations, lol.

(Mod Cut)

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I won't be rude back to you, but I'm not entitled. I just think it was a poor customer service experience and posted about it.

[PrimeRate]

(Mod Cut) Red, you definitely have a reason to be upset with AMEX. You're paying for excellence. It may be miniscule, but they did not deliver! I too have noticed the downward spiral. Take your rewards and run. Best of luck!

[B335is]

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@Littlewing745 wrote:

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@red259 wrote:

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@kdm31091 wrote:

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@red259 wrote:

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@kdm31091 wrote:

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@B335is wrote:
I actually agree with you. While traveling overseas my wallet went missing (along with my Platinum). The curt Amex CSR simply said "ok, new card is being shipped to your home, it won't arrive in Greece so we have to ship it to your home." Citi, on the other hand, offered to wire transfer emergency cash and even offered to get senior management approval for additional wire transfer cash. The whole thing was a real eye opener and left me feeling thoroughly disappointed with Amex.

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Amex should have definitely handled that differently, as that is an emergency.

This is a bit less of an emergency though. OP can still use his incorrectly spelled card while he waits, so he's not really missing anything in the meantime.

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Except its requring me to go through extra time to fix this. 

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I feel your pain. It's annoying for sure. I've had little such annoyances with issuers. Capital One messed up my Image Card twice on my QS and kept sending it as Visa Plat even though my acct is Visa Signature. I gave up and just went back to the default version which correctly says Visa Sig. While it didn't matter, and I could use the cards fine, yes, it was annoying.

But there's not much we can do...lenders, at the end of the day, are humans. They mess stuff up sometimes. Now, I don't suggest giving up as obviously you want your name spelled right, but the "10 days before we can send a card" rule just is what it is. At least you can still use your original card.

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Yes, I understand mistakes happen. My point to the post is that the customer service here is lacking, especially compared to what I have receieved with other lenders. Honestly, I wouldn't have posted but for the fact that they told me that I have to wait and call back in ten days. If they just said we will handle it automatically, the way citi did for me, it would be a non-issue but I found this to be kinda a weak response and I really didn't appreciate how curt they were and talking over me. 

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I'll preface this comment by saying that, if you're unhappy, you can - and should - take your business elsewhere. That said...

Your name was misspelled. That's a pretty weird mistake when they should have pulled existing info, but honestly...you spent more time writing a post - and responding to others - than you probably will to get that fixed. It's annoying for sure, and I get that, but this is quite literally something that can - and has - happened with pretty much every company under the sun. Hardly worth losing sleep over. Moreover, I would argue the very opposite of your claim: yes, they messed up the name - but geez, they're also following fraud protocol to ensure the integrity of your account. Is *that* also bad service, or just ignored because you're frustrated?

Another poster also mentioned the issue with the Greece travel problem. Look...that's an emergency for sure, but consider that you're in Greece! It takes all of three seconds to know why it played out that way: Citibank is an actual bank. It has a physical presence in Greece. Amex doesn't. Is it shocking Citi could provide a wire transfer, then? NO, of course not.

I understand that people get frustrated, but come on, folks. These are minor issues, and easily explainable. Doesn't seem to reflect a "downhill" trajectory of Amex's customer service in the least. Perhaps more that we're - collectively - starting to feel a little bit entitled...

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Citi has no branches on the island I was staying. I didn't expect a new card from either. Only Citi offered to wire transfer me cash via Western Union. Amex never offered it. 

[gdale6]

Several non-FSR posts have been removed from this thread. I am going to reopen it to further comments and give a general warning. All posts must be FSR and on topic so lets move off the "entitlement" posts and get back to the topic at hand. I thank those of you that are doing so and hope moving forward all who post will also do so in a respecitble way. Have a great day all  

http://ficoforums.myfico.com/t5/Credit-Cards/Forum-Etiquette/td-p/2905196

[CreditCuriosity]

For whatever reason AMEX has always had the rule of 10 days on a new account to order a new card.  Not sure it makes sense, but doesn't apply to existing older accounts and they will UPS it overnight to you if needed.   Not sure about overseas, probably depends where you are, but that would be annoying in B's case.

[Anonymous]

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@B335is wrote:

Citi has no branches on the island I was staying. I didn't expect a new card from either. Only Citi offered to wire transfer me cash via Western Union. Amex never offered it. 

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I should hope that Citi offered to wire you money to keep you happy in an emergency.  They are, after all, the only bank with an employee arrested for the whole financial crisis of '08 debaucle.  They're the only bank who can afford to go above and beyond for their customers 

[Gunnar419]

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@PrimeRate wrote:

(Mod Cut) Red, you definitely have a reason to be upset with AMEX. You're paying for excellence. It may be miniscule, but they did not deliver! I too have noticed the downward spiral. Take your rewards and run. Best of luck!

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I agree 100%. I don't know why so many people believe the OP is out of line. The real issue, as he's said repeatedly, isn't the misspelling but the shoddy customer service. Not only wait 10 days for a new card, but call back in 10 days to ask all over again.Why can't they just put the request into their queue? Or why can't they say, "Sorry, the misspelling was our mistake so we'll forego the 10 day wait?"

For a $450 annual fee, every customer deserves better than that. Even for a no-fee card that's incredibly poor customer service. From Amex, which has always laid claim to being the cream of the crop, it's a sad downfall.