Mar 24, 2014, 11:28 am
American Express (USA) replaces Email (SM) with Chat
Sep 11, 2013, 12:17 am
#31
Join Date: Jun 2004
Posts: 3,772
I love it. I think, if implemented correctly, this will be a good feature. Netflix has not had email for a while now, just live chat. If employees are trained correctly, empowered to make decisions, there is a good escalation workflow strategy in place, this can be a home run. Lots of 'ifs', but long term this is the way to go.
Sep 11, 2013, 11:29 am
#32
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,740
Go back to calling and on survey comment put down request to bring SM back!
I ended up using phone calls for now and I voiced my disappointments to the reps based at Salt Lake City. On each and every Survey email AMEX sent, I wrote my disappointment and request to have the SM function back as one of the options.
We customer can choose which option better suit our needs at the time we need to contact AMEX to clarify something / resolve an issue.
We customer can choose which option better suit our needs at the time we need to contact AMEX to clarify something / resolve an issue.
Sep 16, 2013, 1:44 pm
#34
Join Date: Nov 2006
Location: BOS/PVD/BDL
Programs: PC Plat, SPG Gold, Marriott Gold,HHonors Diamond, Avis PC, Hertz PC, National Exec Elite
Posts: 726
Secure Messaging was discontinued at I believe the end of last month.
It was replaced with secured chat which is supposed to pop up from my experience. My experience with the chat is awful as the chat reps have no power to do anything.
It is better to call now.
It was replaced with secured chat which is supposed to pop up from my experience. My experience with the chat is awful as the chat reps have no power to do anything.
It is better to call now.
Sep 16, 2013, 1:58 pm
#35
Join Date: Sep 2010
Location: SFO
Posts: 886
Thanks, guess I missed the memo.
Sep 17, 2013, 10:31 am
#36
Join Date: Aug 2013
Posts: 61
I was using chat line to cancel 3 Amex card yesterday and the process was easy, each took less than 5 minutes. the only thing i don't like is Chat line is base in India or somewhere......it's always offline. I live in East Coast and it isn't online until 4pm eastern time.....
Sep 17, 2013, 1:56 pm
#37
Join Date: Nov 2006
Location: BOS/PVD/BDL
Programs: PC Plat, SPG Gold, Marriott Gold,HHonors Diamond, Avis PC, Hertz PC, National Exec Elite
Posts: 726
I was using chat line to cancel 3 Amex card yesterday and the process was easy, each took less than 5 minutes. the only thing i don't like is Chat line is base in India or somewhere......it's always offline. I live in East Coast and it isn't online until 4pm eastern time.....
I have found it is very hit or miss when the chat icon pops up which is very inconvienient. I wished they brought back secure message.
Sep 22, 2013, 8:32 pm
#41
Join Date: Nov 2006
Location: LAX
Posts: 2,851
no secure message function
I didn't receive my 3x bonus for my Airline ticket using AMEX BRG card so I tried to secure message. Couldn't find it for the longest time. Realized you can't do it anymore so I tried the online chat. You click on "chat" , receive a 5 digit PIN to use for linking the conversation with CSR. That didn't work. I tried twice and waited over 10 minutes for CSR.
Sep 26, 2013, 8:38 am
#42
Moderator
Original Poster
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,952
Thirty minute session during which I had to educate the agent about the features of the product. (No, those are the pending base points, I am asking about bonus points for purchasing airfare. No, I did not book through americanexpress.com/travel, I am asking about a standard feature of the card). Only to be told to wait "another billing cycle" for the bonus to post.
Sep 27, 2013, 9:22 am
#43
Join Date: May 2010
Programs: UA, SPG
Posts: 48
Super frustrating experience. Live chat should supplement email, not replace it. I used to send a quick 2 minute message because I didn't want to spend 15-20 going back and forth on the phone. Now I have to spend a half hour on live chat!
Sep 27, 2013, 9:44 am
#44
Join Date: Jun 2004
Posts: 3,772
There used to be an AmEx rep who posted to FT, albeit rarely. Let's hope our comments here are seen and passed along. This is *not* saving AmEx time and money, if that's what they were hoping to achieve. On the contrary, it is infuriating customers.
Sep 27, 2013, 10:36 am
#45
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,735
I am voicing my displeasure with this change in hopes that someone at AMEX with the power to change it is reading FT. I did not realize that this was a change, and spent considerable time trying to force an email. After all, there was an email icon at the top of the page. I liked email for the reasons stated above. I could send a message from my husband's AMEX account on his behalf and get problems sorted for him. AMEX won't talk to me by phone, even though we have gone thru all the steps to make me an admin on his account.
Very frustrating downgrade in service.
Very frustrating downgrade in service.
