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I am currently dealing with Amex over a relatively minor issues but their service is just hopeless. The chat function is poor and the level of ownership, especially by the Philippine based service centre is just awful. The level of comprehension is poor and unless the issue can be addressed via copy and paste it does not seem to register.
How do you speak with or deal with UK based staff
Apparently it takes 35 working days ( 7 weeks) to respond to a complaint!
Live chat is dreadful.
Voice calls to the overseas call centre is a bit better than live chat, but can still be frustrating at times.
Voice calls to Brighton are best. Unfortunately I don’t know how to guarantee I get through to Brighton. The overseas call centre refuse to transfer the call these days.Amex customer service used to be so good pre COVID.
Chat has gone rapidly downhill in the past couple of years, however I have had a couple of issues dealt with quite professionally by the Philippines phone team, so maybe it depends who you get.
Just once since the pandemic things got so bad (the Hyatt offer which I saved, but Amex said I didn’t) that I wrote to Brighton and they were on the phone PDQ once they received that and it was resolved to our satisfaction!
I’ve found stating you want to make a complaint, during UK working hours, generally means getting connected to a Brighton agent. But it’s not guaranteed.
I am currently dealing with Amex over a relatively minor issues but their service is just hopeless. The chat function is poor and the level of ownership, especially by the Philippine based service centre is just awful. The level of comprehension is poor and unless the issue can be addressed via copy and paste it does not seem to register.
How do you speak with or deal with UK based staff
Apparently it takes 35 working days ( 7 weeks) to respond to a complaint!
Type letter, print it, put it in the post to Brighton.
It then goes to the team that have the higher skill set that is required to answer a letter in a formal written format. All the banks are pretty much the same.
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