American Express Membership Rewards - Plat concierge FAILS to serve

I requested some home services via the online request form from the Plat Concierge over a week ago. The form said I could expect a response within 3 days. Hello??? Nothin'. Not even a "we're working on it". My renewal is in May, at which time I may dump it. That's just bad service all around.

Plat concierge service has failed me 9 out of 10 times.

I requested some home services via the online request form from the Plat Concierge over a week ago. The form said I could expect a response within 3 days. Hello??? Nothin'. Not even a "we're working on it". My renewal is in May, at which time I may dump it. That's just bad service all around.

What online request form? I've never seen one. Are you sure it was a valid form for Amex Concierge? I'd call them.

My renewal is in May, at which time I may dump it. That's just bad service all around.

Moan at them hard enough and they will renew your card for free... :cool:

What online request form? I've never seen one.

https://www.americanexpress.com/links/myca/cardtypeauth/?concierge

You must first login to AMEX from this link, and then if you haven't registered for online concierge services, you will need to do that too. But I've used it in the past and it's worked out fairly well.

To tell the truth the concierge service is totally useless. I had tried to use them in two different occasion sand it was a waste of time. But always had a quick response thought.

To tell the truth the concierge service is totally useless. I had tried to use them in two different occasion sand it was a waste of time. But always had a quick response thought.

Why? They've helped me out a few times. Things like finding restaurants and reservations or once even with planning an impromptu event (it was a Wed, we needed something Saturday), finding a venue that could fit 25 people in a private space, etc. Definitely helped me out there.

I used the Plat Conc recently to locate a bar with a piano player that accepted Amex to book a small event, and they were very helpful.

Platinum Conceirge has its ups and downs. There have been a few occassion that I have had issues with them. Sometimes they forget to return a call or get back to you on something. Recently, I needed two tickets to a sold out show and they never responded as they promised. Other times, when I needed to make restaurant reservations, I get a call back within 5-10 minutes to confirm the reservation. All in all, simple requests are usually handled very well. More complicated requests sometimes get lost. It is a service that is not stellar, but is a nice benefit.

Platinum Conceirge has its ups and downs. There have been a few occassion that I have had issues with them. Sometimes they forget to return a call or get back to you on something. Recently, I needed two tickets to a sold out show and they never responded as they promised. Other times, when I needed to make restaurant reservations, I get a call back within 5-10 minutes to confirm the reservation. All in all, simple requests are usually handled very well. More complicated requests sometimes get lost. It is a service that is not stellar, but is a nice benefit.

I have had very good experiences with them. Incidently, I think Centurion also uses the same service, as well as The Merill Lynch Card.

Quite honestly, I think they are a little bit too helpful, that sometimes I just prefer to do it myself.

Ok…here was my experience.

1. I wanted to rent a manual transmission car for a month and ask the Platinum concierge for help. Because I called all the rental car company already and they don’t have manual transmission car in US. So I was hoping the concierge can do some magic, but their response was sorry can’t do maybe the travel department can help me instead.

2. Last Christmas, I wanted to take my family out for a Christmas day buffet brunch in SF and asked for some suggestions (I also included some of my past experience places and ask them to check their prices out too). The Concierge came back with 3 choices, 2 restaurants that is not serving buffet and last one was the one I went the year before. I then went on the web and search on my own and found 4 other places that offer buffet brunch in the area and I made reservation myself.

Maybe I was asking too much or my expectation was too high, but if I can find the information on the web within 1/2hr of search, why can’t they provide those information to me after 3 days of receiving my request?!

I guess that just shows you...

If you want something done right, you gotta do it yourself. :D

I guess that just shows you...

If you want something done right, you gotta do it yourself. :D

Ditto

It's too bad...

I was considering Plat down the road.

Oh, well...

Speaking of online requests, do the UK members know they can email them?

PlatinumUK@aexp.com

Has anyone used that before, what information do you need to provide?

Chris

A little late chiming in, but just wanted to add my two cents: I just joined Platinum AmEx last month and also used the online request form to try the concierge services a few weeks ago. I did not hear back until 4 business days later (the day of the trip I needed help with), and the person who wrote back ignored most of what I wrote and then ended a completely template email with something like, "Have a great trip!"

I did take the time to call Plat Customer Service and asked for a manager in the Concierge department. I explained what happened and he looked at my request--and the response--and agreed immediately that the guy ("Colin Jessome," if that's his real name :) ) didn't respond to everything and didn't do what we asked. He said he would speak to him.

I'm not sure if a call like the one I made will help but we're paying my $395 fee plus $175 for my partner to have a card on the account, so I am hoping it's atypical and that calls like mine help. We're trying this for a year to see if it's worth it--if not, I'll cancel next year and just pay the $75 rewards fee on my corporate card and just earn rewards (what I'd been doing up until receiving the Platinum card).

Take care,
Katherine (off to AMS tonight from EWR--I always travel out of the country during snowstorms!!)

A little late chiming in, but just wanted to add my two cents: I just joined Platinum AmEx last month and also used the online request form to try the concierge services a few weeks ago. I did not hear back until 4 business days later (the day of the trip I needed help with), and the person who wrote back ignored most of what I wrote and then ended a completely template email with something like, "Have a great trip!"

I did take the time to call Plat Customer Service and asked for a manager in the Concierge department. I explained what happened and he looked at my request--and the response--and agreed immediately that the guy ("Colin Jessome," if that's his real name :) ) didn't respond to everything and didn't do what we asked. He said he would speak to him.

I'm not sure if a call like the one I made will help but we're paying my $395 fee plus $175 for my partner to have a card on the account, so I am hoping it's atypical and that calls like mine help. We're trying this for a year to see if it's worth it--if not, I'll cancel next year and just pay the $75 rewards fee on my corporate card and just earn rewards (what I'd been doing up until receiving the Platinum card).

Take care,
Katherine (off to AMS tonight from EWR--I always travel out of the country during snowstorms!!)

I have always had better success with the Amex Concierge via phone rather than on email. Most of my requests have been restaurant reservation related (and the occasional flower delivery), but they have been handled promptly and even confirmed with a return phone call within an hour (even if they couldn't get the dining time I needed). Turnaround time using email has sometimes taken 24-36 hours.

Katherine, enjoy your trip to AMS, don't forget to let Amex know you'll be there....that way you won't experience denied/voice verification requested transactions while abroad...their fraud-detect system can be a bit sensitive, especially on newly activated cards.

[QUOTE=ef560]I have always had better success with the Amex Concierge via phone rather than on email. [QUOTE]

I agree. On the phone you get a faster response and you can always ask them to contact you via e-mail if you prefer.

I haven't used the e-mail concierge serivce, so I can't comment. I think I can get things done quicker over the phone.

The only ANNOYING thing is that they ID you every time
Account Number
Exp date

Which takes up time and I think is cumbersome. It would be helpful if they could ID us with caller ID, as AMEX CS does automatically,