Originally Posted by
MattUK
So my statement tells me that the clubhouse access is removed.. then I read posts that the US gets Virgin Gold and we don't.. so I'm kinda lost to what the point of the Centurion card is, other than paying more compared to our friendly Platinum card.. so I thought I'd call them and ask them.
So I did..
I got through after 5 minutes to a rather abrupt woman who didn't seem that keen to speak to me, but I asked the question, and I was told that following the Platinum "revitalisation" that the two cards were now pretty much the same and the only main differences were;
Centurion cardholders get different offers from Platinum.. WOW
Supplementary cardholders were all classed as Platinum not Gold.
MO deal
Access to the FHR programme (isn't that on Platinum?)
.. and (get this, i love this bit) that the Centurion card or Black card is the top tier, and therefore will always be special even if the benefits are not any different. She then told me that they will always go that bit further to help you and get things sorted. (Which to be fair they may well do).
The best bit of the call though was when I asked if they had any plans to sort out the difference. She said there may well be, but they had no information on it so she couldn't comment, but she would be happy to get someone from Platinum to call me and downgrade me if that is what I wanted to do and that I should go away and consider what I want then come back to them.
So, in summary, Amex have told me directly that the two cards are basically the same, you pay more because its Black and THEY say its special and your Sup cards can be Platinum. There are no changes planned and if you don't like it, then you can get yourself a Platinum card.. or as I read it, tough $4it.
The quality of this call has pretty much made up my mind, clearly I do not spend enough on their cards for them to care about me even if I have been a customer for many years and that I should love the card because they tell me its special and worth paying for even if you don't get any real additional benefit from it. Customer service at its best?
So, now I need to decide where to transfer my MR points.. any recommendations on the best place to use them.. I only have 70k left now, so not a huge bunch.. I was thinking maybe to Virgin for a flight or two. Once they are gone I can bin my Centurion and BA Amex card and nearly 15 years membership.
As to going to Platinum.. well if they don't value my membership at their top tier, they aint gonna have it at any tier.
Is it worth me writing a letter and telling them how I feel, or will that just get filed with the other stuff they are ignoring?
Sigh.. customer loyalty goes totally unrewarded.. Now where is that "new customers only" man when you need him.
I'm quite miffed by that call to be honest..
Matt,
I think you have summed up the sentiments of quite a few Uk Centurion Card holders. Centurion is nothing like it used to be.
I have had numerous long conversations with various individuals at Centurion UK, and some of them are pure and simply oxygen thieves that don't know when to quit fobbign customers off or making excuses up. Only last week did one man in Customer Relations try and tell me VS CH access was going due to customer feedback and that no one really used it, and that Priority Pass was a better benefit. Yes he carried on lying and digging, and tried to insinuate tht AmEx had a big say in which lounges were included in PP.
In reality there is not really that much to separate the two products; Platinum is a stellar product now and great value for money. I persist with Centurion right now as I do get use out of the MO benefit, which more than covers the annual fee (and in essence the delta between the Plat and Cent fee).
What I do take issue with is certain individuals in Centurion Uk's attitude, they are quick to offer people the downgrade instead of listening as to why they are unhappy. Every person met the entry criteria along the way, so aren't exactly typical customers of a credit/charge card that spend peanuts. Sure there are people out there that probably charge in a month what I spend in a year on my Centurion, but then they are not the core set of customers.
The excuse that US carholders pay more in annual fees doesn't wash with me, I've been around long enough as a Centurion cardholder that I would have been grandfathered in at the original $1000 annual fee (which given today's £:$ rate would mean a lower annual fee).
What Centurion Uk needs is a damn good refresh like Platinum got last year, and pronto as the longer it takes, the more premium customers will leave.
For irony, Centurion sent me a goodwill gesture gift to apologise for the poor service received last year, and I had to chase it as was delivered to and signed for by a completely unknown individual.
It does sadden me though, as I remember back when the benefits were great, and the service (which is a key benefit in my book) was great. maybe they took on too many new cardmembers, and too many junior staff that really hadn't proved their worth and basically couldn't give two hoots about going the extra mile to help customers out. A shame as there are still some really great members of staff down at the office in Brighton.
What I think is needed is something of a petition/show of numbers to show that it's not just a couple of people that think things are seriously wrong with Centurion UK now. I know several people personally that have cancelled, a number of others that are contemplating cancelling and others that are jsut unhappy with the state of the service and overall dilution of benefits.
Thanks,
Richard