Please AMEX, bring back email customer support. I prefer spending 1 minute typing a question and waiting for a thorough accurate response the next day.

I know you want to be "hip" and eliminate email for instant-everything, but I had another poor experience today via phone. Your website also invited me to chat, but then was told chat is unavailable. So that was no help either. Chat is time consuming.

The lack of email function is bad enough, but the fact it only comes up at random is utterly ridiculous. The other day I waited about 20 minutes (playing around trying to force it to come up) before it finally initiated.

I noticed that as well, when my account auto-logged out after so much time, and the chat window was still up and running. Maybe the chat window is still secure, I'm not smart enough to know the software inner works - but it doesn't instill confidence.

Overall I'm very disappointed and frustrated that Amex has taken away the email option and replaced it entirely with this chat function. It's tacky for a supposedly premium product. I prefer to have an actual email that I can easily print out and document the entire email chain if need be.

Offer chat as an alternative alongside email, and if some people want to chat, they may do so; others who don't may email.

I can't even get the chat button to come up. At least with a SM you could do it right away and not HOPE that you could someday get a chat session.

Does anyone have a way of consistently forcing the chat window to open? I've been unable to chat with Amex, and cannot call. Terribly frustrating.

same here...very frustrating....

Try put in "online chart" in the search box on the upper right corner. It brings up the chart windows for me few times.

Spent 20 min with an online chat rep on why a confirmation email was not generated on a card enrolled in a statement credit offer.

Despite given the rep the correct card (HHonor) and the last 5 digits of the card, as well as the details of the promo, the rep read the BRG card and claimed statement credit already posted. The BRG had a statement credit but for a completely different amount from a different deal.

Took another 10 min for him to get it straight. All the while he babbled with the "I will help you with the same." It is so strange to read him ending each and every line using the words "with the same."

Truly incompetent chat rep. In the survey I rated it very poorly and the reason on why not recommend AMEX to a friend because the downhill path it is taken in customer service, especially taking away the SM function to save cost. :rolleyes:

Whoa, whoa, buddy. Don't make assumptions. I've had to couple to NFLX plenty of times about their decision to pull the Original Sherlock Holmes show :)

Is there a secret for getting the chat to open?

It showed up once.. then they said the primary acct holder has to start the chat.. sigh. Signed on with primary account.. no chat option now. CSR said chat options appear in PAYMENTS and CARD REPLACEMENTS. Still can't find it. Awful.

WOW! just saw the option. Stayed on PAYMENTS page for 5 mins.. CHAT OPTION appeared (top right next to the telephone and social icons)

Why don't they just have a hard link somewhere in contact us. I spent the last hour trying to look for the chat now icon

The stated reason they gave me is that chat is in beta or limited rollout.

And obviously, whenever something is in beta or limited rollout, the first step is to remove all traces of the previous (working) system - in this case, SM. Amex, you really screwed up on this one.

And it gets even better - I was looking at reports from other people with the same problem. The CSRs on Amex's website offered to help one person, but could only contact her directly if she tweeted at them (yes, this apparently is real life). This poor old woman had to create a twitter just so she could talk to an Amex rep. Way to stay modern and current at the expense of any kind of customer service, Amex.

Ughhhhhhhhh
 

Every card shows 1 Message from Amex showing but no way to read. I click on envelope showing one message and I am taken to another amex page that is not messaging.