Amex Germany, lost Gold card, rude service (because I do not speak German).
#1
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Amex Germany, lost Gold card, rude service.
So I lost my card last weekend, left it a gas station in Stuttgart. When i noticed about an hour or so later, I immediately called Amex. I live in Germany, but I am not German. The first person i reached refused to speak any English, but she understood what I was saying. I asked to please connect me to anyone else, saying that that was urgent. She just laughed at me. "this is germany we speak german', then laughed again and hung up on me.
This was calling the gold lost/stolen card service line. Wow. I called again and the next person was more helpful.
How can Amex justify this sort of response?
... who changed the subject? Not appropriate. Amex is an international company. As an expat in Germany or anywhere I should be able to speak to someone in English, especially in urgent situations.
This was calling the gold lost/stolen card service line. Wow. I called again and the next person was more helpful.
How can Amex justify this sort of response?
... who changed the subject? Not appropriate. Amex is an international company. As an expat in Germany or anywhere I should be able to speak to someone in English, especially in urgent situations.
Last edited by vanabb; Aug 13, 2018 at 7:37 am Reason: Someone changed the subject line
#2
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There are exceptions, but the best customer service staff seldom choose to work nights, weekends or holidays. You might be better off with an International Euro Currency Card. Billed in Euros, issued in UK, serviced in English:
https://www.americanexpress.com/icc/...menu_gold_card
https://www.americanexpress.com/icc/...menu_gold_card
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#5
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'lol'? really? If germans expect others to speak their language maybe they should try winning the next war.
The point is that it is so random. Usually, the rare times I need to call, Amex support in English is no problem. I've lived here for years, yet language has never really been an issue.
The point is that it is so random. Usually, the rare times I need to call, Amex support in English is no problem. I've lived here for years, yet language has never really been an issue.
#6
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Well I think your statement about the war clears everything up. Why don't you ask for a transcript of the recording and place it here so we can judge with both sides of the story?
#7
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So if I am offered work in Tanzania I should instantly learn Swahili, just so I can talk with Amex about my card? You can substitute any other country/language here.
#9
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So I lost my card last weekend, left it a gas station in Stuttgart. When i noticed about an hour or so later, I immediately called Amex. I live in Germany, but I am not German. The first person i reached refused to speak any English, but she understood what I was saying. I asked to please connect me to anyone else, saying that that was urgent. She just laughed at me. "this is germany we speak german', then laughed again and hung up on me.
This was calling the gold lost/stolen card service line. Wow. I called again and the next person was more helpful.
How can Amex justify this sort of response?
... who changed the subject? Not appropriate. Amex is an international company. As an expat in Germany or anywhere I should be able to speak to someone in English, especially in urgent situations.
This was calling the gold lost/stolen card service line. Wow. I called again and the next person was more helpful.
How can Amex justify this sort of response?
... who changed the subject? Not appropriate. Amex is an international company. As an expat in Germany or anywhere I should be able to speak to someone in English, especially in urgent situations.
#10
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I have no idea how to request a call recording with Amex, or even if they would release it. Unlikely. But if any of you have experience with this by all means share your 28k+ post wisdom here.
Is it unreasonable to expect friendly, helpful, courteous service from Amex? Or at least transfer me to to someone who is able to? These are not german qualities to be sure, but one can hope.
Is it unreasonable to expect friendly, helpful, courteous service from Amex? Or at least transfer me to to someone who is able to? These are not german qualities to be sure, but one can hope.
#11
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I have no idea how to request a call recording with Amex, or even if they would release it. Unlikely. But if any of you have experience with this by all means share your 28k+ post wisdom here.
Is it unreasonable to expect friendly, helpful, courteous service from Amex? Or at least transfer me to to someone who is able to? These are not german qualities to be sure, but one can hope.
Is it unreasonable to expect friendly, helpful, courteous service from Amex? Or at least transfer me to to someone who is able to? These are not german qualities to be sure, but one can hope.
Nevertheless, are you really telling me that you have called Amex numerous times and explained to them that you don't speak German and would like to be transferred to an agent that speaks English, and that each time they laugh at you and hang up? I don't believe this.
As you live in Germany, I'm sure you can muster up "ich spreche kein Deutsch, sprechen Sie oder ein Kollege Englisch?"
#12
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You ring them up and ask for a transcript. Your posts here don't do you any favours bringing race into the equation and making assumptions based on nationality. So, given all the attitude that you seem to be displaying here, and the absence of the Amex side of events, I think people can draw their own conclusion as to why they were curt with you. Assumptions see? Still, the Amex transcript will help your case if you get it so I would work on that if I were you.
#13
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I have certain difficulty to comprehend. I am a native German speaker and Amex Germany referee me more than on e to an English speaking agent to get quicker service. Notwithstanding what I said before it appears to be the approach of several members of the English speaking world to trust that everybody speaks English. German is the native language of about 95 million people in Europe and it appears not to be asking for too much to expect that people working in this country speak st lease some basics. This is what Asians in Germany are more than happy to do. As a German in the US I would be totally lost without English and Amex US would call me nuts if I asked for a German speaking agent.
#14
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Ok, so the consensus here is that YES it is OK to be rude, laugh at, then hang up on anyone who does not speak your language. Particularity if you work a customer service line at an international company, like say AMEX, then yes it is even more OK. All right then.
So German is spoken by less than than 0.02% of all people, whereas English is understood by more than 40%, yet I should waste my time learning a dead language just because I happen to reside in a particular country? Outside of Germany, Austria and maybe Switzerland, German is profoundly useless. All the Swiss speak English anyway.
So German is spoken by less than than 0.02% of all people, whereas English is understood by more than 40%, yet I should waste my time learning a dead language just because I happen to reside in a particular country? Outside of Germany, Austria and maybe Switzerland, German is profoundly useless. All the Swiss speak English anyway.
#15
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Ok, so the consensus here is that YES it is OK to be rude, laugh at, then hang up on anyone who does not speak your language. Particularity if you work a customer service line at an international company, like say AMEX, then yes it is even more OK. All right then.
So German is spoken by less than than 0.02% of all people, whereas English is understood by more than 40%, yet I should waste my time learning a dead language just because I happen to reside in a particular country? Outside of Germany, Austria and maybe Switzerland, German is profoundly useless. All the Swiss speak English anyway.
So German is spoken by less than than 0.02% of all people, whereas English is understood by more than 40%, yet I should waste my time learning a dead language just because I happen to reside in a particular country? Outside of Germany, Austria and maybe Switzerland, German is profoundly useless. All the Swiss speak English anyway.
Where did you get the idea that it's a 'dead language' by the way?