Comments on: AMEX discovers new depths to customer service http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/ an aide to memory Fri, 23 Jul 2010 23:26:46 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Edward D Rankin Sr, Vice President AMEX Oceania - Customer Relationships http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-579 Edward D Rankin Sr, Vice President AMEX Oceania - Customer Relationships Wed, 16 Dec 2009 16:09:02 +0000 http://katecarruthers.com/blog/?p=7301#comment-579 Your comments have been noted and will be incorporated into our ongoing cutomer satisfaction reviews. Res assured that at American Express, we will always go that "extra mile" to ensure our customers' expectaions are exceeded - another reason to keep using The Card. Sincerely yours, Edward D Rankin Sr, Vice President AMEX Oceania - Customer Relationships "American Express", "AMEX", "The Card" and the American Express Logo are trademarks of the American Express Company, Incorporated in Delaware United States of America. Your comments have been noted and will be incorporated into our ongoing cutomer satisfaction reviews.

Res assured that at American Express, we will always go that “extra mile” to ensure our customers’ expectaions are exceeded – another reason to keep using The Card.

Sincerely yours,

Edward D Rankin Sr, Vice President AMEX Oceania – Customer Relationships

“American Express”, “AMEX”, “The Card” and the American Express Logo are trademarks of the American Express Company, Incorporated in Delaware United States of America.

]]> By: Edward D Rankin Sr, Vice President AMEX Oceania - Customer Relationships http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-580 Edward D Rankin Sr, Vice President AMEX Oceania - Customer Relationships Wed, 16 Dec 2009 16:09:02 +0000 http://katecarruthers.com/blog/?p=7301#comment-580 Your comments have been noted and will be incorporated into our ongoing cutomer satisfaction reviews. Res assured that at American Express, we will always go that "extra mile" to ensure our customers' expectaions are exceeded - another reason to keep using The Card. Sincerely yours, Edward D Rankin Sr, Vice President AMEX Oceania - Customer Relationships "American Express", "AMEX", "The Card" and the American Express Logo are trademarks of the American Express Company, Incorporated in Delaware United States of America. Your comments have been noted and will be incorporated into our ongoing cutomer satisfaction reviews.

Res assured that at American Express, we will always go that “extra mile” to ensure our customers’ expectaions are exceeded – another reason to keep using The Card.

Sincerely yours,

Edward D Rankin Sr, Vice President AMEX Oceania – Customer Relationships

“American Express”, “AMEX”, “The Card” and the American Express Logo are trademarks of the American Express Company, Incorporated in Delaware United States of America.

]]> By: kcarruthers http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-578 kcarruthers Thu, 10 Dec 2009 11:35:51 +0000 http://katecarruthers.com/blog/?p=7301#comment-578 Hey Kristi - it makes no sense to have a card that is hardly accepted anywhere & will not pay for basic items you need. Thanks :) Hey Kristi – it makes no sense to have a card that is hardly accepted anywhere & will not pay for basic items you need. Thanks :)

]]> By: Kristi http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-577 Kristi Wed, 09 Dec 2009 06:37:45 +0000 http://katecarruthers.com/blog/?p=7301#comment-577 I hear you! I am also 90% certain I am going to close my accounts. Earlier in the year with the whole Qantas Frequent Flyer mess, I wanted to cancel my card. They talked me into keeping it and waived the annual fee on the new card which allowed me to earn QFF points at the great rate of 0.75! So I agreed to keep the card. However, they never told me the would reduce my limit by 90%! My current card had a $20k limit, and I assumed the new card would too (my mistake I know I didn't check). Imagine how annoyed I was when I couldn't pay for a flight (Qantas too!) with my card because the limit was $2k! Well I thought this would be easily fixed, however when I called them they said I wasn't entitled to a credit limit increase for 6 months! ???? The whole reason I got the new card was to replace the old one and continue earning QFF points. $2k is useless to me as I only use myu Credit card for large purchases. Amex is no longer what it used to be, plus many merchants are wising up and refusing to take it. I am struggling to find a reason to keep mine.... I hear you! I am also 90% certain I am going to close my accounts. Earlier in the year with the whole Qantas Frequent Flyer mess, I wanted to cancel my card. They talked me into keeping it and waived the annual fee on the new card which allowed me to earn QFF points at the great rate of 0.75! So I agreed to keep the card.

However, they never told me the would reduce my limit by 90%! My current card had a $20k limit, and I assumed the new card would too (my mistake I know I didn’t check).

Imagine how annoyed I was when I couldn’t pay for a flight (Qantas too!) with my card because the limit was $2k!

Well I thought this would be easily fixed, however when I called them they said I wasn’t entitled to a credit limit increase for 6 months!

????

The whole reason I got the new card was to replace the old one and continue earning QFF points. $2k is useless to me as I only use myu Credit card for large purchases.

Amex is no longer what it used to be, plus many merchants are wising up and refusing to take it.
I am struggling to find a reason to keep mine….

]]> By: Valuable Internet Information » AMEX discovers new depths to customer service | Aide-Memoire http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-576 Valuable Internet Information » AMEX discovers new depths to customer service | Aide-Memoire Sun, 22 Nov 2009 13:52:18 +0000 http://katecarruthers.com/blog/?p=7301#comment-576 [...] See the rest here:  AMEX discovers new depths to customer service | Aide-Memoire [...] [...] See the rest here:  AMEX discovers new depths to customer service | Aide-Memoire [...]

]]> By: Simon Sharwood http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-575 Simon Sharwood Sun, 22 Nov 2009 02:07:30 +0000 http://katecarruthers.com/blog/?p=7301#comment-575 What a peculiar experience. FWIW, I suspect you have had an unusual time with Amex, which takes its customer service seriously enough to have canceled an offshoring contract, because the company figured its best customers (Gold card holders etc) deserved a better experience. The company has since outsourced its contact centres to some top-drawer local players and has some in-house capability, too. Having said that, this tactic of giving you a very short notice period of your lesser credit limit is just BS. You won't be the only one to go as a result. Let's not rule out, however, this being a deliberate tactic to piss off customers who don't make Amex money because you always pay off your card before it incurs interest. A couple of credit card companies in the UK have been completely upfront about firing customers for that reason! What a peculiar experience.
FWIW, I suspect you have had an unusual time with Amex, which takes its customer service seriously enough to have canceled an offshoring contract, because the company figured its best customers (Gold card holders etc) deserved a better experience.
The company has since outsourced its contact centres to some top-drawer local players and has some in-house capability, too.
Having said that, this tactic of giving you a very short notice period of your lesser credit limit is just BS. You won’t be the only one to go as a result.
Let’s not rule out, however, this being a deliberate tactic to piss off customers who don’t make Amex money because you always pay off your card before it incurs interest. A couple of credit card companies in the UK have been completely upfront about firing customers for that reason!

]]> By: uberVU - social comments http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-574 uberVU - social comments Sat, 21 Nov 2009 23:54:19 +0000 http://katecarruthers.com/blog/?p=7301#comment-574 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by kcarruthers: Blog: AMEX discovers new depths to customer service http://bit.ly/5yoV2w... Social comments and analytics for this post…

This post was mentioned on Twitter by kcarruthers: Blog: AMEX discovers new depths to customer service http://bit.ly/5yoV2w...

]]> By: Tweets that mention AMEX discovers new depths to customer service | Aide-Memoire -- Topsy.com http://katecarruthers.com/blog/2009/11/amex-discovers-new-depths-to-customer-service/comment-page-1/#comment-573 Tweets that mention AMEX discovers new depths to customer service | Aide-Memoire -- Topsy.com Sat, 21 Nov 2009 23:46:55 +0000 http://katecarruthers.com/blog/?p=7301#comment-573 [...] This post was mentioned on Twitter by Mark Pesce and Kate Carruthers, David Olsen. David Olsen said: RT @mpesce: RT @kcarruthers: Blog: #AMEX discovers new depths to customer service http://bit.ly/5yoV2w [...] [...] This post was mentioned on Twitter by Mark Pesce and Kate Carruthers, David Olsen. David Olsen said: RT @mpesce: RT @kcarruthers: Blog: #AMEX discovers new depths to customer service http://bit.ly/5yoV2w [...]

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