How to get your complaint heard by Amex?
Nov 20, 2010, 7:43 am
#1
Original Poster
Join Date: Jul 2010
Location: in my suitcase
Programs: spg, hyatt diamond, amex platinum, star alliance gold, priority pass
Posts: 24
How to get your complaint heard by Amex?
In Sydney, I am very annoyed 
with the level of service I am getting as Platinum card holder. 
No one is taking ownership & accountability to follow up and resolved customer issue professionally and efficiently.
I am one step away from taking my complain externally.
Just before I do that, your suggestions will be greatly appreciated.
Thanks
with the level of service I am getting as Platinum card holder. No one is taking ownership & accountability to follow up and resolved customer issue professionally and efficiently.I am one step away from taking my complain externally.
Just before I do that, your suggestions will be greatly appreciated.
Thanks
Nov 20, 2010, 10:23 am
#3
Join Date: May 2005
Location: UK/US Airspace
Programs: BA Gold, UA Prem, HH Diamond, Starwood Gold,
Posts: 204
In Sydney, I am very annoyed with the level of service I am getting as Platinum card holder. No one is taking ownership & accountability to follow up and resolved customer issue professionally and efficiently.
I am one step away from taking my complain externally.
Just before I do that, your suggestions will be greatly appreciated.
Thanks
with the level of service I am getting as Platinum card holder. No one is taking ownership & accountability to follow up and resolved customer issue professionally and efficiently.I am one step away from taking my complain externally.
Just before I do that, your suggestions will be greatly appreciated.
Thanks
Good luck with going "external'.
Last edited by mia; Nov 20, 2010 at 4:47 pm Reason: Moderator removed personal characterization.
Nov 20, 2010, 4:54 pm
#4
Original Poster
Join Date: Jul 2010
Location: in my suitcase
Programs: spg, hyatt diamond, amex platinum, star alliance gold, priority pass
Posts: 24
In Sydney, I am very annoyed with the level of service I am getting as Platinum card holder. No one is taking ownership & accountability to follow up and resolved customer issue professionally and efficiently.
I am one step away from taking my complain externally.
Just before I do that, your suggestions will be greatly appreciated.
Thanks
with the level of service I am getting as Platinum card holder. No one is taking ownership & accountability to follow up and resolved customer issue professionally and efficiently.I am one step away from taking my complain externally.
Just before I do that, your suggestions will be greatly appreciated.
Thanks
Even have got several team leaders forwarding the complain to the appropriate department, and follow up for a day later, promising that the appropriate person will call me back... but it never happened!! This has been on going since late August...
Any suggestion on how to escalate further?
Thanks
Nov 20, 2010, 5:19 pm
#5
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,954
The problem, as you have described it, sounds typical of customer service at many mass market organizations. I don't think there is any recipe for obtaining satisfaction because your business is not important enough to warrant individual attention at the level required. I know this isn't what you want to hear, I know American Express would hotly deny it, but this is my conclusion. (To be sure there is no misunderstanding, I think this is the case with every mass market enterprise without exception. It's not specific to American Express.)
If you want to pursue the matter by telephone I would begin each conversation by asking, "Do you have the authority to [insert specific action]?" If the answer is no, ask to speak to the next level. However, my hunch is that the decision would require someone who simply will not speak with you.
If you want to pursue the matter in writing, hire a lawyer to write on your behalf.
If you want to pursue the matter by telephone I would begin each conversation by asking, "Do you have the authority to [insert specific action]?" If the answer is no, ask to speak to the next level. However, my hunch is that the decision would require someone who simply will not speak with you.
If you want to pursue the matter in writing, hire a lawyer to write on your behalf.
Nov 20, 2010, 8:43 pm
#6
Join Date: May 2000
Location: Houston, TX, USA
Programs: UA 1K, AA Lifetime Platinum, DL Platinum, Honors Diamond, Bonvoy Titanium, Hertz Platinum
Posts: 7,969
The problem, as you have described it, sounds typical of customer service at many mass market organizations. I don't think there is any recipe for obtaining satisfaction because your business is not important enough to warrant individual attention at the level required. I know this isn't what you want to hear, I know American Express would hotly deny it, but this is my conclusion. (To be sure there is no misunderstanding, I think this is the case with every mass market enterprise without exception. It's not specific to American Express.)
Nov 21, 2010, 1:21 am
#7
Original Poster
Join Date: Jul 2010
Location: in my suitcase
Programs: spg, hyatt diamond, amex platinum, star alliance gold, priority pass
Posts: 24
To add to the above, every organization is going to have a small number of situations that go wrong enough that the cost of fixing them is more than the value of retaining the customer. I think that in such cases, some companies deliberately don't step to bat to fix the problem, even if they tacitly realize it's their fault.
Nov 21, 2010, 1:23 am
#8
Original Poster
Join Date: Jul 2010
Location: in my suitcase
Programs: spg, hyatt diamond, amex platinum, star alliance gold, priority pass
Posts: 24
The problem, as you have described it, sounds typical of customer service at many mass market organizations. I don't think there is any recipe for obtaining satisfaction because your business is not important enough to warrant individual attention at the level required. I know this isn't what you want to hear, I know American Express would hotly deny it, but this is my conclusion. (To be sure there is no misunderstanding, I think this is the case with every mass market enterprise without exception. It's not specific to American Express.)
If you want to pursue the matter by telephone I would begin each conversation by asking, "Do you have the authority to [insert specific action]?" If the answer is no, ask to speak to the next level. However, my hunch is that the decision would require someone who simply will not speak with you.
If you want to pursue the matter in writing, hire a lawyer to write on your behalf.
If you want to pursue the matter by telephone I would begin each conversation by asking, "Do you have the authority to [insert specific action]?" If the answer is no, ask to speak to the next level. However, my hunch is that the decision would require someone who simply will not speak with you.
If you want to pursue the matter in writing, hire a lawyer to write on your behalf.