I actually had to deal with Amex CS for the first time in a long time (member since '77 as it says on the card) and I was less than impressed. I've had the Platinum card off and on (currently on) since the late 80s' and the Delta Plat since shortly after the NW merger (now mainly for the MQD waiver).
So I am sitting in seat 3A, about to fly SEA-AMS (on my way to CPH for a week) just before departure when I get a text "Suspected Fraud - is this your purchase?" on the Delta Plat. Well, it wasn't. So I reply "No" to the text and call. By the time I got thru to a person they have closed the door. Needless to say, we don't get very far in the conversation when a sharp (but not unfriendly
) stare from the FA before I have to hang up.
Luckily, I had a Global GoGo pass in my account so as soon as I can get my laptop I'm connected to GoGo, logged on to the Amex website and starting a chat. After some false starts (GoGo kept dropping) I finally get the situation explained and what I basically get is "call us when you get home and we'll send out a replacement card." I ask if I can have a replacement sent to my hotel and was told nope, have to call. OK, part of that I can see but I can type in the answers to all the security questions just a well as I can say them, but I don't argue the point.
So I land in AMS and first thing get on the phone to the Fraud Dept. This is now Wed morning (8am). Now I have other cards to us (but I left my Plat charge card at home) So I ask about a replacement card. The guy hums and haws and says well, maybe we can get you one by Monday -- Tuesday at the latest. I said I fly home Wed so that really doesn't do any good. Now I am starting to get a bit perturbed -- its not an emergency but he doesn't know that. After he bit, he finally says "well, I probably could get you a temporary card to you by tomorrow, but it would only be valid for 3 months." Dude, you said you were sending a replacement to my home, why do I care about only 3 months on the temporary?
Anyway the temporary card did come DHL the next day (but boy did it look fake
). So I got what I needed but it was like pulling teeth. I guess I expected more of "Wow, that is a problem, let's see what we can do to help." I didn't expect I guy to land by parachute and hand me my new card, but you would have thought that was what I was asking.
Or maybe I'm just getting crotchety in my old age (Hey you kids -- get offa my lawn).
Thanks for letting me rant...