Beckles, I agree with you. The problem is that the call center does not seem to be structured that way. It seems that everybody takes everything, using the separate numbers to track and prioritize calls.

Image explaing your problem to someone, who was very nice and seemed competent, only to be told that if it was a Green or Gold card, she could fix it, only that as a PLAT, this would have to go to a PLAT rep. Of course, I had called the PLAT number, and my account info came up as PLAT.

As someone who works in IT (where help desk / call management is always an issue), I found this incident curious, and my conclusion is that AMEX is trying to get by too cheaply on customer service.

When in the service business, you need your best people interacting with your most valuable clients. The operational model needs to support that service philosophy was my point. It seems that the AMEX business philosophy is to bring out a card for every imaginable market segment, using the same service model for almost (CEN probably not, but PLAT starting to) all of them.

[This message has been edited by eMailman (edited 08-17-2001).]