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I don't know what the perception is today, but Amex used to be known for outstanding (like, truly outstanding) customer service. I had a regular Amex and then a

I don't know what the perception is today, but Amex used to be known for outstanding (like, truly outstanding) customer service. I had a regular Amex and then a gold in the mid 2000s and I found that was no longer the case. They also used to stand apart from other credit cards, much more like old-school bankers used to be. When I was using them they started to act more and more like regular credit card companies. There was also an ownership change at some point iirc. I think they just lost their way, and along with it their differentiating value.

cthalupa 9y ago
I've had nothing but outstanding experiences with American Express customer service, even in the past few years. Miles ahead of what I've experienced with Chase and other issuers.
- softbuilder 9y ago
  I don't doubt it. They always treated me well on the phone, but when I needed them to actually fix a problem they fell on their face and thew up their hands like they were powerless. I ended up having to solve it myself which blew the whole point of using them. I may be an outlier.
rdl 9y ago
Amex CS has gotten a lot weaker in the past few years; it got moved overseas. Closing the actual physical Amex offices also was a big step down (I've been a member since 97). I would not want to bet on Amex at this point -- losing Costco, competition from Chase, and now Citi pushing to expand their own cards. I'm surprised there hasn't been a lower-merchant-fees challenger now that everyone has a mobile phone; you could probably do something which presents at POSes as a credit card, handles a bunch of auth back through the customer's own mobile phone connection (but encrypted/authenticated), presenting a time of use credential which is matched by the POS while appearing as a regular credit card. Building something like that which costs the merchant <1%, and maybe which provides customers with a lot more purchasing/receipt info (for company purchasing cards).
- jlgaddis 9y ago
  You mean like Apple Pay or Samsung Pay? I don't think those have been all that successful.
  - rdl 9y ago
    There has been no actual benefit to consumers to use Apple Pay. If Goldman Sachs (or Apple) offered a 5% return to purchases using Apply Pay, I'd use it. If I could give out purchasing "cards" to all my team which relied on Apple Pay but brought back realtime stats, that'd be a win too (especially if it did things like track capital purchases, warranties, management, etc.)
massysett 9y ago
I think something has changed. I had to do a chargeback recently for a $5 cab ride for which I was charged over $50. In previous years something this small would have been dealt with immediately. Now, I had to speak with someone on the phone and it did not hit final resolution for a few weeks. It was still an okay experience but not what it used to be.

cthalupa 9y ago

I've had nothing but outstanding experiences with American Express customer service, even in the past few years. Miles ahead of what I've experienced with Chase and other issuers.

softbuilder 9y ago
I don't doubt it. They always treated me well on the phone, but when I needed them to actually fix a problem they fell on their face and thew up their hands like they were powerless. I ended up having to solve it myself which blew the whole point of using them. I may be an outlier.

rdl 9y ago

Amex CS has gotten a lot weaker in the past few years; it got moved overseas. Closing the actual physical Amex offices also was a big step down (I've been a member since 97). I would not want to bet on Amex at this point -- losing Costco, competition from Chase, and now Citi pushing to expand their own cards. I'm surprised there hasn't been a lower-merchant-fees challenger now that everyone has a mobile phone; you could probably do something which presents at POSes as a credit card, handles a bunch of auth back through the customer's own mobile phone connection (but encrypted/authenticated), presenting a time of use credential which is matched by the POS while appearing as a regular credit card. Building something like that which costs the merchant <1%, and maybe which provides customers with a lot more purchasing/receipt info (for company purchasing cards).

jlgaddis 9y ago
You mean like Apple Pay or Samsung Pay? I don't think those have been all that successful.
- rdl 9y ago
  There has been no actual benefit to consumers to use Apple Pay. If Goldman Sachs (or Apple) offered a 5% return to purchases using Apply Pay, I'd use it. If I could give out purchasing "cards" to all my team which relied on Apple Pay but brought back realtime stats, that'd be a win too (especially if it did things like track capital purchases, warranties, management, etc.)

massysett 9y ago

I think something has changed. I had to do a chargeback recently for a $5 cab ride for which I was charged over $50. In previous years something this small would have been dealt with immediately. Now, I had to speak with someone on the phone and it did not hit final resolution for a few weeks. It was still an okay experience but not what it used to be.