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I am the only one who is sick to death of the AMEX customer service recently?
I called the PLAX number a few weeks ago, only to get the ruddy brainless voice answering robot. Eventually spent 20+ minutes on the phone to someone in Manila. I was claiming for a missing £150 Global Dining Credit for a restaurant in Amsterdam. I had previously had a credit in this restaurant automatically processed correctly.
A case was opened and routed to the back room people, who are actually in Brighton!!
Three weeks on I have just chased this as there had been no response or credit. This time the voice-bot excelled itself in stupidity; it couldn’t understand “Missing account credit”. “Oh, you want to fly to the moon?” NNNOOOOOOO
Let’s try again – and around in endless circles. Eventually spoke to someone in Manila. He couldn’t really see what had happened to the request but took ownership and said he would call be back within a week.
Ten minutes later a call from Brighton (01273), but it was actually the same chap from Manila. He’d spoken to a manager and immediately got authorisation to make the credit.
He took on my comments about the voice-bot; I believe that the PLAX number should go directly to a person, and preferably here in the UK (as it used to a year ago).
And this is a Platinum service?!?!
Interesting – call centre – Manila, back room staff – Brighton.
And why are the AMEX systems so bad at account credit/benefits? Must be the same IT people as BA’s amateurish site.
Ultimately the guy excelled himself today, but … …I too had a poor experience yesterday on chat. I felt that the person I was speaking with was just replying with preformatted generic replies full of buzz words with little else.
I expressed my disappointment and they left the chat. Never been “clicked out” on chat before. Think I will cancel my BA amex before the new rules come into effect.
Thanks for the reminder to chase my claim/complaint for the 5th time, after a case was registered 3wks ago and I was promised a conclusion within 7-10 days.
Garbage indeed. How the mighty have fallen.Think this was recently discussed elsewhere on this site.
Customer service across all big companies seems to have taken a sharp downturn since Covid. An over-reliance on useless web-bots and inexperienced overseas call centres (some of whom seem to be fronting for a number of different companies) that are juggling multiple customers simultaneously.When you call, ask if the person is in the UK. If they say no, politely but firmly ask to be transferred to a UK rep. Don’t even waste time explaining your issue until you’re through to a UK rep. Even if they say they can help and to explain to them, don’t. Just ask again to be transferred.
The overseas reps claim to have the same access to the system as the UK reps, and the authority to do anything a UK rep can, but I’ve had UK reps contradict both points directly. Also, I’ve rarely had an overseas phone (or chat) rep been able to anything even remotely complex without sending “to the back office” with “5-10 working days” to resolve (more often a second or third phone call being required…). Having been transferred to a UK rep, they have been able to solve the issue there and then!
Thought it was just me that got soo frustrated with their voice answering Bot.. “I didn’t understand that let’s try again “ 🤬🤬
Haven’t had to do it for a while but I just bellow “customer service agent” as much as you can through gritted teeth 😂
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