Reserve card customer service outsourced?
May 19, 2017, 4:47 am
#1
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Reserve card customer service outsourced?
Is AmEx now using overseas call centers to handle the Delta Reserve card?
In the past, I was relatively happy with their phone agents, although I consider them not quite as good as those who answer calls about regular AmEx Platinum charge cards despite the similar annual fees.
However, today I just wasted over an hour on the phone with an offshore call center agent and then his supervisor. Both were just reading from a script and seemed incapable of understanding my questions (such as whether some pending item was showing as a preauthorization or an actual charge) and responding. It was very frustrating. The agent had me on long holds three times and them I was on hold twice more after I asked to speak to a supervisor. The holds had strange phone noises, such as the words "please wait" repeated at annoying intervals, and some clicks and beeps that sounded like the call had gone back to the queue or had been dropped while being transferred.
It was very frustrating.
In the past, I was relatively happy with their phone agents, although I consider them not quite as good as those who answer calls about regular AmEx Platinum charge cards despite the similar annual fees.
However, today I just wasted over an hour on the phone with an offshore call center agent and then his supervisor. Both were just reading from a script and seemed incapable of understanding my questions (such as whether some pending item was showing as a preauthorization or an actual charge) and responding. It was very frustrating. The agent had me on long holds three times and them I was on hold twice more after I asked to speak to a supervisor. The holds had strange phone noises, such as the words "please wait" repeated at annoying intervals, and some clicks and beeps that sounded like the call had gone back to the queue or had been dropped while being transferred.
It was very frustrating.
May 19, 2017, 9:50 am
#2
Join Date: May 2015
Location: DCA
Programs: AA EXP, DL FO, Marriott Titanium
Posts: 6,712
Is AmEx now using overseas call centers to handle the Delta Reserve card?
In the past, I was relatively happy with their phone agents, although I consider them not quite as good as those who answer calls about regular AmEx Platinum charge cards despite the similar annual fees.
However, today I just wasted over an hour on the phone with an offshore call center agent and then his supervisor. Both were just reading from a script and seemed incapable of understanding my questions (such as whether some pending item was showing as a preauthorization or an actual charge) and responding. It was very frustrating. The agent had me on long holds three times and them I was on hold twice more after I asked to speak to a supervisor. The holds had strange phone noises, such as the words "please wait" repeated at annoying intervals, and some clicks and beeps that sounded like the call had gone back to the queue or had been dropped while being transferred.
It was very frustrating.
In the past, I was relatively happy with their phone agents, although I consider them not quite as good as those who answer calls about regular AmEx Platinum charge cards despite the similar annual fees.
However, today I just wasted over an hour on the phone with an offshore call center agent and then his supervisor. Both were just reading from a script and seemed incapable of understanding my questions (such as whether some pending item was showing as a preauthorization or an actual charge) and responding. It was very frustrating. The agent had me on long holds three times and them I was on hold twice more after I asked to speak to a supervisor. The holds had strange phone noises, such as the words "please wait" repeated at annoying intervals, and some clicks and beeps that sounded like the call had gone back to the queue or had been dropped while being transferred.
It was very frustrating.
May 19, 2017, 10:35 am
#3
Join Date: Jul 2010
Location: ATL
Programs: DL PM, Delta AMEX Reserve, Ritz-Carlton Gold, Priority Pass
Posts: 272
I have noticed this. Gone is nice lady/man from Utah and in their place was a thick accent that I struggled to understand (part of it was a very poor connection - another sign of outsourcing). This has happened twice in the past month. Called during normal business hours.
May 19, 2017, 11:05 am
#5
Join Date: May 2009
Location: Seattle, WA
Programs: DL Diamond 1.7MM, Starlux Insighter, Bonvoy Titanium, Hilton Gold, Hertz PC
Posts: 3,947
Amex has always used a call center in India, especially handling calls during off business hours. They are actually pretty well trained and I've had more or less good luck with them understanding my requests, compared to other companies with offshore call centers. But they aren't perfect.
In the grand scheme of Amex cards, I don't believe the Delta Reserve is treated as the same tier as their high end Platinum self-branded cards (despite similar annual fees), so it doesn't surprise me they route calls for it to their ordinary call centers.
In the grand scheme of Amex cards, I don't believe the Delta Reserve is treated as the same tier as their high end Platinum self-branded cards (despite similar annual fees), so it doesn't surprise me they route calls for it to their ordinary call centers.
May 19, 2017, 11:23 am
#6
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I was told several years ago by AmEx that the Reserve card is supposed to receive the same level of customer service as their regular Platinum charge card, but I've always found it to be not quite as good.
For me, this was the first time I was aware of my call to AmEx having been directed to a call center in India. OTOH, I fell that they should get some credit for not trying to conceal this. In particular, the supervisor didn't give me an Americanized fake name as some representatives do.
For me, this was the first time I was aware of my call to AmEx having been directed to a call center in India. OTOH, I fell that they should get some credit for not trying to conceal this. In particular, the supervisor didn't give me an Americanized fake name as some representatives do.
May 19, 2017, 5:47 pm
#8
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May 19, 2017, 6:01 pm
#9
Join Date: Dec 2014
Posts: 1,880
If you ever try to call AmEx for customer service for a prepaid gift card, though, you can forget about it. The amount of time you'll spend on the phone is certainly not worth whatever is left on the gift card.
May 19, 2017, 6:41 pm
#10
Join Date: Feb 2013
Location: Orlando
Programs: Delta DM, SWA Styrofoam, Marriott Rew, SPG, HHonors
Posts: 137
On tax day I paid my $$$ with my Reserve card and encountered a problem. The first call was handled in the Philippines, and the agent suggested that I call the IRS. Uh, I don't think she understood.
Hang up, call back. The next senorita was located in Mexico city and gave the same naive response.
What the hell? I thought I dialed AMERICAN Express....
Hang up, call back. The next senorita was located in Mexico city and gave the same naive response.
What the hell? I thought I dialed AMERICAN Express....
May 19, 2017, 7:47 pm
#11
Join Date: Jan 2013
Location: MIA
Programs: Delta 1 Million Miler, Delta DM, Hilton Diamond, SPG Gold, Marriott Gold, Hertz President's Circle
Posts: 241
On tax day I paid my $$$ with my Reserve card and encountered a problem. The first call was handled in the Philippines, and the agent suggested that I call the IRS. Uh, I don't think she understood.
Hang up, call back. The next senorita was located in Mexico city and gave the same naive response.
What the hell? I thought I dialed AMERICAN Express....
Hang up, call back. The next senorita was located in Mexico city and gave the same naive response.
What the hell? I thought I dialed AMERICAN Express....
I called for service on the AMEX Delta Reserve on a Saturday in April and got the India call center. For what it's worth, the agent was helpful and understood my question, though.
May 22, 2017, 8:30 am
#12
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Got news for you though... just because the agent's name is "Ryan" doesn't mean he's in the U.S. I've seen many examples of AmEx chat agents with American names but their syntax, punctuation, and word choice have tell tale signs of offshore English. To be fair, I've generally found chat agents to be satisfactory, however, I only chat for straightforward requests.
May 30, 2017, 2:38 pm
#13
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Join Date: Sep 2009
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Posts: 100,413
Recent experience: India, the Philippines, India.
A more senior USA based customer service told me that I could always request an agent who is USA based. I'm getting the impression that AmEx is getting a lot of complaints about the offshored customer service centers.
Also, the Reserve card and in fact all DL AmEx cards are apparently no longer being handled by specialized agents. All calls now are just sent to generic agents who handle all AmEx cards.
An exception is the (USA) Platinum charge card, which still is handled by specialized dedicated agents. This is what I was told.
A more senior USA based customer service told me that I could always request an agent who is USA based. I'm getting the impression that AmEx is getting a lot of complaints about the offshored customer service centers.
Also, the Reserve card and in fact all DL AmEx cards are apparently no longer being handled by specialized agents. All calls now are just sent to generic agents who handle all AmEx cards.
An exception is the (USA) Platinum charge card, which still is handled by specialized dedicated agents. This is what I was told.
May 30, 2017, 7:34 pm
#14
Join Date: Dec 2012
Location: KANSAS CITY
Programs: DL DM, MARRIOTT AMBASSADOR LIFETIME TITANIUM
Posts: 453
Recent experience: India, the Philippines, India.
A more senior USA based customer service told me that I could always request an agent who is USA based. I'm getting the impression that AmEx is getting a lot of complaints about the offshored customer service centers.
Also, the Reserve card and in fact all DL AmEx cards are apparently no longer being handled by specialized agents. All calls now are just sent to generic agents who handle all AmEx cards.
An exception is the (USA) Platinum charge card, which still is handled by specialized dedicated agents. This is what I was told.
A more senior USA based customer service told me that I could always request an agent who is USA based. I'm getting the impression that AmEx is getting a lot of complaints about the offshored customer service centers.
Also, the Reserve card and in fact all DL AmEx cards are apparently no longer being handled by specialized agents. All calls now are just sent to generic agents who handle all AmEx cards.
An exception is the (USA) Platinum charge card, which still is handled by specialized dedicated agents. This is what I was told.
May 30, 2017, 8:12 pm
#15
Join Date: Sep 2014
Location: CVG
Programs: DL DM, 2MM, Bonvoy Lifetime Titanium Elite
Posts: 94
Is AmEx now using overseas call centers to handle the Delta Reserve card?
In the past, I was relatively happy with their phone agents, although I consider them not quite as good as those who answer calls about regular AmEx Platinum charge cards despite the similar annual fees.
However, today I just wasted over an hour on the phone with an offshore call center agent and then his supervisor. Both were just reading from a script and seemed incapable of understanding my questions (such as whether some pending item was showing as a preauthorization or an actual charge) and responding. It was very frustrating. The agent had me on long holds three times and them I was on hold twice more after I asked to speak to a supervisor. The holds had strange phone noises, such as the words "please wait" repeated at annoying intervals, and some clicks and beeps that sounded like the call had gone back to the queue or had been dropped while being transferred.
It was very frustrating.
In the past, I was relatively happy with their phone agents, although I consider them not quite as good as those who answer calls about regular AmEx Platinum charge cards despite the similar annual fees.
However, today I just wasted over an hour on the phone with an offshore call center agent and then his supervisor. Both were just reading from a script and seemed incapable of understanding my questions (such as whether some pending item was showing as a preauthorization or an actual charge) and responding. It was very frustrating. The agent had me on long holds three times and them I was on hold twice more after I asked to speak to a supervisor. The holds had strange phone noises, such as the words "please wait" repeated at annoying intervals, and some clicks and beeps that sounded like the call had gone back to the queue or had been dropped while being transferred.
It was very frustrating.