Is it just me or is the customer service at AMEX really poor? Own a corporate business platinum that costs $1500pa - have spent significant amounts yearly with them (mid 6 figures) for the past three years. They do not return calls when they say they will and they do not follow through on their offers. Any idea if there is a better/equivalent card that has no limit on QFF points accumulation
My local champion bonus points havent posted for months. Called them 4-5 times, assured repeatedly it will be fixed, but to no avail. I gave up. Sadly in Oz, they dont have competition, so stuck with them.
totally agree. They used to have superb customer service however the past 12 months has been very poor. Promised to call back, never call. My local champion has issue as well. They couldn't fix after 6 calls over the past 2 months. Was compensated 10,000 points instead. I would rather have a great CS centre than having to report issues now & then.
I find at times they can be really good, just depends who you get on the other end.
I've found the platinum concierges to be going down hill at a rapid rate. They used to be very helpful, now I don't even bother using them, they've been that bad of late.
I used to be very annoyed with their CS as well. Same issues as reported above. However, very occasionally you will bump into some agent that is willing to help, and many times they'll compensate you with some points. I know most of the compensation around 1000-2000 points isn't much, but since they stuff up so many times, I've earned a decent amount from these compensations.
On the other hand, CBA CS is excellent. Never had issues with them and most of the time they can resolve the issue immediately. But they have the worst credit card products and the worst reward program.
So which one do you prefer? Poor CS but excellent product and reward program, or good CS but poor product, I'd choose the former.
Yes definitely. I ended my 13+ year relationship with them about 2 years ago because I was not happy with the service. There was never any follow through and the onus was on me to check up on their process flow which I thought was ridiculous. I kept getting fobbed off on the phone anyway and emails would go unanswered.
Even when I made the "Forget it, cancel my card" call, the person and his manager really didn't care either way. I was probably not a good customer to them because I paid my full balance every month early so they never had the chance to charge me interest.
Unfortunately they are the corporate travel agent for the company I work - so I'm forced to use them for all business travel. Last week I requested them to make a reservation for an international trip coming up. Had to chase them up several times to get it done. By the time they finally got around to doing the booking the airfare price had gone up by $1600. So much for saving the company money !
I got my card late last year and I have been totally impressed by the speedy and accurate responses to all of my enquiries. They are my favourite CC provider :)
I guess that all large companies have some good and bad experiences. Just want to add a little ballance
Since 1991 been a platinum Amex supporter formerly in Hong Kong and London now Sydney .The difference in service is extraordinary. Australia is appalling.It is impossible to receive competent responses without calling and emailing several times and even then emails are ignored.Promised call backs never come to fruition. The issues with booking travel are endless .I simply do not use the travel service after several very bad experiences.
I don't understand why the service is so poor in Australia.
Is it just me or is the customer service at AMEX really poor? Own a corporate business platinum that costs $1500pa - have spent significant amounts yearly with them (mid 6 figures) for the past three years. They do not return calls when they say they will and they do not follow through on their offers. Any idea if there is a better/equivalent card that has no limit on QFF points accumulation
I think AMEX customer service is APPALLING. I cut up my last card because of it.
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AMEX Customer Support
vbha
vbha
Qantas - Qantas Frequent Flyer
Member since 16 Oct 2016
Total posts 4
Is it just me or is the customer service at AMEX really poor? Own a corporate business platinum that costs $1500pa - have spent significant amounts yearly with them (mid 6 figures) for the past three years. They do not return calls when they say they will and they do not follow through on their offers. Any idea if there is a better/equivalent card that has no limit on QFF points accumulation
Rohit
Rohit
Member since 06 Jul 2017
Total posts 17
My local champion bonus points havent posted for months. Called them 4-5 times, assured repeatedly it will be fixed, but to no avail. I gave up. Sadly in Oz, they dont have competition, so stuck with them.
Lchen3328
Lchen3328
Member since 08 Nov 2015
Total posts 16
totally agree. They used to have superb customer service however the past 12 months has been very poor. Promised to call back, never call. My local champion has issue as well. They couldn't fix after 6 calls over the past 2 months. Was compensated 10,000 points instead. I would rather have a great CS centre than having to report issues now & then.
346
346
Qantas - Qantas Frequent Flyer
Member since 10 May 2017
Total posts 55
Agree to an extent.
Michael Kao
Michael Kao
Qantas - Qantas Frequent Flyer
Member since 06 Nov 2014
Total posts 164
I used to be very annoyed with their CS as well. Same issues as reported above. However, very occasionally you will bump into some agent that is willing to help, and many times they'll compensate you with some points. I know most of the compensation around 1000-2000 points isn't much, but since they stuff up so many times, I've earned a decent amount from these compensations.
On the other hand, CBA CS is excellent. Never had issues with them and most of the time they can resolve the issue immediately. But they have the worst credit card products and the worst reward program.
So which one do you prefer? Poor CS but excellent product and reward program, or good CS but poor product, I'd choose the former.
wdeguara
wdeguara
Etihad - Etihad Guest
Member since 06 Apr 2012
Total posts 94
I generally find they are very slow to action fare quotations/bookings for international corporate travel.
Tancho
Tancho
Singapore Airlines - KrisFlyer
Member since 31 Jan 2013
Total posts 38
Yes definitely. I ended my 13+ year relationship with them about 2 years ago because I was not happy with the service. There was never any follow through and the onus was on me to check up on their process flow which I thought was ridiculous. I kept getting fobbed off on the phone anyway and emails would go unanswered.
nige00160
nige00160
Member since 07 Jan 2016
Total posts 64
Unfortunately they are the corporate travel agent for the company I work - so I'm forced to use them for all business travel. Last week I requested them to make a reservation for an international trip coming up. Had to chase them up several times to get it done. By the time they finally got around to doing the booking the airfare price had gone up by $1600. So much for saving the company money !
tuzza1
tuzza1
Qantas - Qantas Frequent Flyer
Member since 02 Aug 2012
Total posts 95
Seems that there are some bad experiences here.
Rkwm
Rkwm
Member since 23 Mar 2012
Total posts 41
Since 1991 been a platinum Amex supporter formerly in Hong Kong and London now Sydney .The difference in service is extraordinary. Australia is appalling.It is impossible to receive competent responses without calling and emailing several times and even then emails are ignored.Promised call backs never come to fruition. The issues with booking travel are endless .I simply do not use the travel service after several very bad experiences.
JJJJJJJ
JJJJJJJ
Qantas - Qantas Frequent Flyer
Member since 18 Feb 2017
Total posts 60
I think AMEX customer service is APPALLING. I cut up my last card because of it.