<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by bitelion:
Has anyone noticed how amex UK have basically just being going downhill slowly for sometime now? The service and treatment of customers is just becoming simply poor.
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Not sure how to say this, but the level of service that used to Platinum is now Centurion. Platinum became Centurion overnight, taking all its top customers andtop employees with it. Remember over a decade ago when the Premier league was created, and those in the second division were now in the first division - its similar to that. AmEx Platinum is just another platinum card now - sure you get some fancy travel benefits that other cards don't give you - Travel Insurance regardless of if you pay on the card or not for starters.
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by bitelion:
When I first joined amex with a blue card they were bringing down their merchant rates to becoming more accepted around the country. Now i've noticed that many shops that take amex are now beinging to drop it in favour of visa and mastercard, including some of my favorite shops, i.e. Richer Sounds - who's manager in the last store I was in (here in Brighton, home of Amex UK), said they were dropping it very soon after giving out a big sigh when I took it out of my wallet - now in my latest statement they have a special offer at Richer Sounds, even though they intend to get rid of it.
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I've noticed that the number of places taking the card has gone up, but then I tend to stick to the big high street stores and well known hotels and airlines. Yes their merchant fees are higher, but then that is down to AmEx to deal with.
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by bitelion:
However, other than the decline of acceptance, Amex UK seem to have just become unflexable and seemingly have no idea of the importance of customer loyality anymore.
For instance, when I was offered my plat charge, my letter and info didnt state that the Hilton HHorners card would only be guaranteed for one year. I called to complain, they said that someone would call back, but they never did after a few calls.
Then of course their was the farse over the Virgin Atlantic gold card that gave customers twice as many reward points than plat or cent customers. Once again, I called like many of you did. Once again, I was told that I would get a call back, but I never did of course.
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The clause on the Hilton HHonors card has been there since I can remember, I had a UK Platinum from April 2000 until October 2001. And yes, during that 18 month period, complaining didn't really get me anywhere fast - I ended up speaking to the AmEx Executive office and giving them examples of how poor Platinum was and had them look at my average monthly spend - I had my annual fee refunded. A few months later, I got a phone call about a Centurion invite.
The Virgin Atlantic promotion was an absolute nightmare for all, basically marketing did this tie-up with VS, but didn't take into consideration their existing customer base. I know even as a Centurion cardholder, I had to make it palin and simple to them - after a couple of weeks of discussions, the situation was resolved. Again, the Doubleclick promo turned into a nightmare for many cardholders, there is a long thread in this forum about it. Fortunately as a Centurion Cardholder, I tend to find that thigns get done - I know that doesn't help you straight out, but if I were you start screaming - threaten to cancel your card and tell them exactly why - you should be put thru to the Retention team that are authorised to do things (well most except give you an invite to Centurion
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by bitelion:
The lastest problem I had was additional cards on my plat account. I've always have my parents on as addtional card holders for they hell of it to get more MRs (used to have the gold credit card)/BA miles. Now that I had the plat card, I thought it only fair for them to get the insurance cover and they would use the cards.
The cards, one plat and one gold, were approved months ago, and I recieved a letter to that affect. I never got the cards and after numerous phone calls, they had made a technical error.
Because of my inconvience, I asked them to make it two plat cards. As far as i'm concerned, its just a colour and costs them nothing. They wouldn't have it.
I'm still waiting for my cards two weeks later.
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This is bizarre, Platinum and Gold cards are issued and embossed onsite in Brighton, they can be processed very quickly.
Unfortunately its not just a colour, if they issue a Platinum coloured card that is valid, that person can go and use the various airline lounges (not priority pass), and the EuroStar lounge. AmEx is charged each time a card is used. If you look in the back of your travel pack carefully, you will see there is a clause that limits lounge access only to the basic (main) cardholder, and the primary supplementary (the other platinum coloured card). May seem harsh, but can you imagine, can I ahve my card issued in Black? Its only a colour! Can I have my green issued in Platinum? Notice how quickly the lounges would fill - exactly the reason why Platinum can no longer be used to get into VS Clubhouses.
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by bitelion:
I, one way or another, have put a lot of business amex's way like I know many of you have. I know when it comes to card renewal next year, I won't continue with american express.
Has anyone else, especially thouse of you who pay for your cards, had a simular feeling lately from amex UK? I know alot of you pay £1000+(?) for centurion cards. I pay £275 for my plat - but even the truly exclusive Visa Infinite (yes, I know its not in the UK yet) is only $300.
Does anyone know if it's worth trying Diners Club here in the UK or just stick with visa/mc?
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Centurion in the UK is £650 - and my views on why it is well worth it is are well known on this board.
If I was starting again - would I pay for Platinum? Yes I would, I travel regularly, the insurance cover for me and my family would easily justify the fee, the one priority pass now worth $399 alone. But then I would pass on the customer service options. Such a shame because Platinum used to be really good but now those days are long gone.
What I would say is sit down, and weigh up what you get and what it would cost you elsewhwere - just remember to rate the value of the customer service at £0.
Depends on your lifestyle, how much you travel, how much you like collecting points etc.
I wouldn't say that the VISA Infinite is truly exclusive, a card that costs $300 is not going to match a card that costs more.
I know much of this may seem harsh, but its not intended to be. Let me know if you have any more questions.
Thanks,
Richard