Jan 16, 2015, 2:33 pm
Amex Concierge: What have they done for you?
Jun 7, 2015, 3:27 pm
#91
Join Date: Dec 2013
Posts: 406
And...Apparently not. The last month has been an absolute nightmare. I don't think I'll ever attempt to use the concierge again.
I turned to them out of desperation. I thoroughly explained to them everything that I had already done to attempt to secure the part.
Long story short, they contacted a local Jeep dealer...Same one I called a month prior. Same one I told them not to, as I had hit brick walls there before. They told me that the dealer found an aftermarket dealer that had it. (Confirmed with my year/make/model, my VIN and a photo I sent). I was skeptical, as I had been down that road, but was assured by the concierge that everything was correct...I sent photos of the broken part for a second time. They assure me "That's right!"
They sent me the part, but it was COMPLETELY wrong. Not even close, the part they sent me was from 2 model years earlier and was like the difference between a baseball bat and a hockey stick. Concierge basically tells me, "That's it...Take it or leave it". (I am paraphrasing, they were much more nice than that, but basically what was the result).
So I'm left holding the proverbial bag. They take the part back, which was significantly more than what I had wanted to spend to begin with ($60 in parts, an overinflated $20 for shipping/handling), but will not refund the shipping, and had to drive to the dealer twice (1/2 hour each way, 3 hours lost time) to get the part back and subsequently refunded.
Concierge suggests for me to fight it with AMEX, but I'm just so freakin' over it, not going to bother. The dealer could have refunded the shipping, I just told them that I won't be coming back here for a car, service, oil change or anything...They're the dumb ones in all of this.
I turned to them out of desperation. I thoroughly explained to them everything that I had already done to attempt to secure the part.
Long story short, they contacted a local Jeep dealer...Same one I called a month prior. Same one I told them not to, as I had hit brick walls there before. They told me that the dealer found an aftermarket dealer that had it. (Confirmed with my year/make/model, my VIN and a photo I sent). I was skeptical, as I had been down that road, but was assured by the concierge that everything was correct...I sent photos of the broken part for a second time. They assure me "That's right!"
They sent me the part, but it was COMPLETELY wrong. Not even close, the part they sent me was from 2 model years earlier and was like the difference between a baseball bat and a hockey stick. Concierge basically tells me, "That's it...Take it or leave it". (I am paraphrasing, they were much more nice than that, but basically what was the result).
So I'm left holding the proverbial bag. They take the part back, which was significantly more than what I had wanted to spend to begin with ($60 in parts, an overinflated $20 for shipping/handling), but will not refund the shipping, and had to drive to the dealer twice (1/2 hour each way, 3 hours lost time) to get the part back and subsequently refunded.
Concierge suggests for me to fight it with AMEX, but I'm just so freakin' over it, not going to bother. The dealer could have refunded the shipping, I just told them that I won't be coming back here for a car, service, oil change or anything...They're the dumb ones in all of this.
Another thing I hate is that they annoyingly refuse to go outside of their preferred vendors. I asked to help get a custom gift basket designed and she would only go by what they had in their database as pre-designed.
Jun 17, 2015, 9:58 pm
#94
FlyerTalk Evangelist
Join Date: Oct 2011
Location: ATL
Programs: DL Scattered Smothered Covered Medallion, Some hotel & car stuff, Kroger Plus Card
Posts: 10,745
You can even use said card to purchase things.
Plat Concierge has always asked for my permission to release CC number if a restaurant needs it to hold the reservation. Phone and email.
Jun 18, 2015, 12:05 am
#95
Join Date: Jun 2009
Location: Geneva, Dubai, Paris
Programs: Disillusioned Cent
Posts: 1,880
^
Jun 24, 2015, 10:29 am
#96
Join Date: May 2014
Posts: 33
Asked them to get me table at Sushi Samba on 3rd of July for my bday
came back 24h later with a plain email saying no availability and suggested some other restaurants i have no interest in
it looks like they didnt even bother to make an effort - probably checked availability via book a table or on the website
i replied: can you please use your so called "move the mountains " service and get me a table
came back saying: we have a special relation with them and they do hold tables for our card members but on this occasion you are out of luck as they are fully booked and wont accommodate you
so much for making the impossible possible - i have to say paying Ł500 ($785) a year for fee and not being able to get a table for your bday at your favorite restaurant (2 weeks in advance) is lame and makes me question if this card and their service are worth anything anymore
came back 24h later with a plain email saying no availability and suggested some other restaurants i have no interest in
it looks like they didnt even bother to make an effort - probably checked availability via book a table or on the website
i replied: can you please use your so called "move the mountains " service and get me a table
came back saying: we have a special relation with them and they do hold tables for our card members but on this occasion you are out of luck as they are fully booked and wont accommodate you
so much for making the impossible possible - i have to say paying Ł500 ($785) a year for fee and not being able to get a table for your bday at your favorite restaurant (2 weeks in advance) is lame and makes me question if this card and their service are worth anything anymore
Jun 24, 2015, 3:11 pm
#97
Join Date: Jan 2010
Location: Ealing
Programs: Usual Amex Cent. GGL.
Posts: 1,484
as a rule if it's your favourite restaurant you probably have a better chance of getting a table once the single Amex reserved table has gone than Amex do. There is one table guaranteed for Amex guests and once that's gone you're in the general pool.
Did you only discover it was your birthday 2 weeks before the event?
PS My favourite restaurant sells out three months in advance 5 minutes after opening the month's listings. Amex are no help there.
Did you only discover it was your birthday 2 weeks before the event?
PS My favourite restaurant sells out three months in advance 5 minutes after opening the month's listings. Amex are no help there.
Last edited by Deckard; Jun 24, 2015 at 3:24 pm
Jun 24, 2015, 3:32 pm
#98
Join Date: May 2013
Posts: 378
as a rule if it's your favourite restaurant you probably have a better chance of getting a table once the single Amex reserved table has gone than Amex do. There is one table guaranteed for Amex guests and once that's gone you're in the general pool.
Did you only discover it was your birthday 2 weeks before the event?
PS My favourite restaurant sells out three months in advance 5 minutes after opening the month's listings. Amex are no help there.
Did you only discover it was your birthday 2 weeks before the event?
PS My favourite restaurant sells out three months in advance 5 minutes after opening the month's listings. Amex are no help there.
Jun 25, 2015, 2:38 am
#99
Join Date: May 2014
Posts: 33
thats not the point....does Amex pay you to turn criticism into excuses?
they take pride in doing the impossible possible but they cant get a bloody table at a restaurant??? i spend ŁŁŁ ŁŁŁ with them so the least they can do is try
if i was them - id call the management - arrange to add an extra table fro 2h and call me back to say: there was no table available but we've managed to accommodate your request ...we went that EXTRA mile
thats why they are there, thats why we pay so much for the cards - and thats what they should be doing - otherwise - i can use book a table and my PA to book tables etc
Re did i only discovered it was my bday 2 weeks ago? no i discovered 32 years ago - but hey - not everyone has time to spend planning their bday 11 months in advance - some of us have businesses to run, and cannot rely solely on themselves to organise a dinner that makes everyone happy
but wait!!! the amex says thats what their concierge is there for...i mean they get flights to some island in the middle of nowhere but cant get a table at restaurant in London...
no surprise the company is going downhill at speedlight - and i am now reconsidering paying for any of their cards - and just get a private banking service - where they probably offer you more for less
they take pride in doing the impossible possible but they cant get a bloody table at a restaurant??? i spend ŁŁŁ ŁŁŁ with them so the least they can do is try
if i was them - id call the management - arrange to add an extra table fro 2h and call me back to say: there was no table available but we've managed to accommodate your request ...we went that EXTRA mile
thats why they are there, thats why we pay so much for the cards - and thats what they should be doing - otherwise - i can use book a table and my PA to book tables etc
Re did i only discovered it was my bday 2 weeks ago? no i discovered 32 years ago - but hey - not everyone has time to spend planning their bday 11 months in advance - some of us have businesses to run, and cannot rely solely on themselves to organise a dinner that makes everyone happy
but wait!!! the amex says thats what their concierge is there for...i mean they get flights to some island in the middle of nowhere but cant get a table at restaurant in London...
no surprise the company is going downhill at speedlight - and i am now reconsidering paying for any of their cards - and just get a private banking service - where they probably offer you more for less
Jun 25, 2015, 6:43 am
#102
Join Date: Dec 2009
Location: NB, Canada
Programs: Fairmont, Amex MR, Marriott
Posts: 2,531
Not too inflame it too much, but I agree with london2tim on this.
They promote they can book tables in tough-to-book restaurants.
My expectations are much lower than his, and would not get too fussed about it, though.
They promote they can book tables in tough-to-book restaurants.
My expectations are much lower than his, and would not get too fussed about it, though.
Jun 25, 2015, 7:37 am
#103
Join Date: Mar 2013
Location: SEA
Posts: 3,952
If a place is truly booked solid, you're going to be out of luck in any event, but I'd at least want them making an attempt.
Jun 25, 2015, 2:29 pm
#104
Join Date: Apr 2012
Location: SFO
Programs: AS MVP Gold 75K, UA Gold, Marriott LTT, Avis President's Club
Posts: 1,539
The French Laundry
Heard that amex has a good relationship with this restaurant, thought I give them a shot to get me reservations. This place takes reservations 2 months in advanced and are pretty hard to get. I've had amex trying to get me reservations for every weekend in August since the beginning of June. Every week I get a call saying they couldn't get it.
I'm tempted to call up Visa's service.
I'm tempted to call up Visa's service.
Jun 29, 2015, 6:57 am
#105
Join Date: May 2014
Posts: 33
Cant say about the Concierge in US - but the one in UK - based in Brighton are just a bunch of people not really interested to make an effort - you send them an email and like in the little britain sketch - if computer says no - they come back saying no - better luck next time
Now thats OK if you are not paying a small fortune for a card that prides in offering the best concierge service out-there. But when you pay Ł500/year for a service that doesnt just deliver, id either cut back on the fees or offer something that really makes it premium.
I did manage to get a table at Sushi Samba in the end by using a connection. Should have gone to her in the first place but i hate owing her any favours. There is always a way - if you try your best.
I think most people would only use the Concierge if they need or want something they could not get otherwise (eg if open table or calling the restaurant is not an option, to book a ticket thats sold out, to buy a plane ticket if none available online etc)
I would not normally go to them and ask them to do my groceries or plan my diary. Most people would also have some PA that can help them with arrangements
So i guess for many - the concierge is really the place you go when you run out of options and expect to get a miracle - because that's how they advertise it and how they sell you the over-priced fees
So my anger was related to them not really making an effort - even the suggestions they send me were terrible options i would never go for - dull over-expensive, overrated restaurants that have 1* reviews but charge 200GBP/course
There's a saying: if you want something done right do it yourself - and I guess that's how it is - don't hold your breath in the Concierge - is just 90% PR/advertisement and 10% reality
Now thats OK if you are not paying a small fortune for a card that prides in offering the best concierge service out-there. But when you pay Ł500/year for a service that doesnt just deliver, id either cut back on the fees or offer something that really makes it premium.
I did manage to get a table at Sushi Samba in the end by using a connection. Should have gone to her in the first place but i hate owing her any favours. There is always a way - if you try your best.
I think most people would only use the Concierge if they need or want something they could not get otherwise (eg if open table or calling the restaurant is not an option, to book a ticket thats sold out, to buy a plane ticket if none available online etc)
I would not normally go to them and ask them to do my groceries or plan my diary. Most people would also have some PA that can help them with arrangements
So i guess for many - the concierge is really the place you go when you run out of options and expect to get a miracle - because that's how they advertise it and how they sell you the over-priced fees
So my anger was related to them not really making an effort - even the suggestions they send me were terrible options i would never go for - dull over-expensive, overrated restaurants that have 1* reviews but charge 200GBP/course
There's a saying: if you want something done right do it yourself - and I guess that's how it is - don't hold your breath in the Concierge - is just 90% PR/advertisement and 10% reality