Mar 24, 2014, 11:28 am
American Express (USA) replaces Email (SM) with Chat
Oct 23, 2013, 2:34 pm
#61
Join Date: Dec 2004
Posts: 7,910
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.
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.
Oct 26, 2013, 2:04 pm
#62
Join Date: May 2009
Location: South Park, CO
Programs: Tegridy Elite
Posts: 5,678
Waited over a half hour for a chat agent to become available. NOT AT ALL happy I'm being asked to provide personal information via a service that I can't verify for myself - there's a lock saying 'secure connection' but I notice the chat window stays open when I'm not logged into my account.
No way I'm using this. Thanks for the thoughts on letting them know how awful it is!
No way I'm using this. Thanks for the thoughts on letting them know how awful it is!
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.
Nov 4, 2013, 10:59 am
#65
Join Date: Dec 2004
Location: Los Angeles California
Posts: 1,402
Nov 9, 2013, 2:04 pm
#67
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,800
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.
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.
Nov 9, 2013, 2:50 pm
#68
Join Date: Nov 2008
Programs: Too Many to Count
Posts: 510
Nov 12, 2013, 5:59 pm
#71
Join Date: Oct 2004
Posts: 96
WOW! just saw the option. Stayed on PAYMENTS page for 5 mins.. CHAT OPTION appeared (top right next to the telephone and social icons)
Nov 25, 2013, 2:02 pm
#74
Join Date: Apr 2007
Posts: 1,857
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.
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.