4 ms·

Yes, the other cards say they have the same chargeback policies, but having used both extensively for years, I can say that AmEx is FAR better. No significant

by toss1 6y ago

Yes, the other cards say they have the same chargeback policies, but having used both extensively for years, I can say that AmEx is FAR better. No significant hold times, and very prompt response. One time I had a question about a charge that didn't even seem that off, and almost before I even finished my description, the rep was asking where I was, telling me that may card was cancelled and a new one would be out FedEx tomorrow - and it was. Apparently, that charge was some kind of serious red flag in their system. Also, the AmEx points system usage and transferability is far better (although I've never found anything worthwhile in their own catalog. Really key is that the availability of my historical data goes back for many more years than my bank or other cards. I don't often need it, but when I do need to find something from 4 years ago, it is really nice to have it. While they sell their service on all the concierge-type services, I've never found those useful, but the disputes, points admin, and data availability are key differentiators for me.

lotsofpulp 6y ago
I think AmEx has tiered service levels just like everyone else. I’ve tried Platinum and Hilton Aspire and Sapphire Reserve and other fee cards, and I don’t think AmEx is anything special, at least not anymore. There was a promo last year where if you purchased $10+ at a non chain restaurant, you got $5 back up to 10x. I signed up for the promo using my account, which shows the AmEx card I used. But I never got the cash back, because technically, my wife owns the credit card, and I’m only the authorized user. So because I didn’t sign up for the promo using my wife’s online account, we didn’t get it. They wouldn’t even award me the $50 cash back even after escalating it to supervisors, and this is on $450 annual fee card, just because of a technical glitch. I think AmEx started experiencing declines in profit and service levels 10 years or so ago when Chase and the other banks upped their offers for high annual fee cards, and AmEx had to respond by gaining more market share by attracting lower income customers with AmEx debit cards and no fee credit cards. I never thought I’d see the day when they would do that, since they had so long been the brand of the “upper classes”.
- toss1 6y ago
  Yup, similar experience here w/the higher membership levels -- just wasn't as much value as expected. But the basic elements of 1) really good customer service w/typically zero hold times, 2) solid support for disputes vs the typical dismissive approach elsewhere, 3) long-term data availability (which is also a key Amazon feature), 4) points program that is really low-hassle and high usability, all make it worthwhile to prioritize AmEx, even with the basic level. I'm also surprised that AmEx is going downmarket, but I suspect that has more to do with being able to keep merchants on board vs really wanting those customers.
croutonwagon 6y ago
You can use Amex points directly on Amazon purchases. Not the most efficient use but generally what I do. However if you return an item bought with points you may have to call to have them refunded. Which isn’t a hassle but worth considering. I just only use them on something I’m very sure I won’t return.
toss1 6y ago
AAAnnnd, I just went to AmEx to search for an old transaction about 3 years ago, and it's gone. Poof. Just records back about 18 months. Just like all the rest. AmEx counts it's longstanding "members" as it's strategic assets, and used to have this great ability to search online records instantly. It is a GREAT customer-retention feature, and hot data storage has never been cheaper. The longer a customer stays, the more valuable to them is being able to search all the old transactions. It is a key Amazon feature to be able to search all my old purchases over 20 years back. Yet now, it is just like the rest. If I'm going to just lose everything in 18 months anyway (no, requesting and mailing old statement copies is no substitute), why not leave? Corporate decisions are baffling

by toss1 6y ago

lotsofpulp 6y ago

I think AmEx has tiered service levels just like everyone else. I’ve tried Platinum and Hilton Aspire and Sapphire Reserve and other fee cards, and I don’t think AmEx is anything special, at least not anymore. There was a promo last year where if you purchased $10+ at a non chain restaurant, you got $5 back up to 10x. I signed up for the promo using my account, which shows the AmEx card I used. But I never got the cash back, because technically, my wife owns the credit card, and I’m only the authorized user. So because I didn’t sign up for the promo using my wife’s online account, we didn’t get it. They wouldn’t even award me the $50 cash back even after escalating it to supervisors, and this is on $450 annual fee card, just because of a technical glitch. I think AmEx started experiencing declines in profit and service levels 10 years or so ago when Chase and the other banks upped their offers for high annual fee cards, and AmEx had to respond by gaining more market share by attracting lower income customers with AmEx debit cards and no fee credit cards. I never thought I’d see the day when they would do that, since they had so long been the brand of the “upper classes”.

toss1 6y ago
Yup, similar experience here w/the higher membership levels -- just wasn't as much value as expected. But the basic elements of 1) really good customer service w/typically zero hold times, 2) solid support for disputes vs the typical dismissive approach elsewhere, 3) long-term data availability (which is also a key Amazon feature), 4) points program that is really low-hassle and high usability, all make it worthwhile to prioritize AmEx, even with the basic level. I'm also surprised that AmEx is going downmarket, but I suspect that has more to do with being able to keep merchants on board vs really wanting those customers.

croutonwagon 6y ago

You can use Amex points directly on Amazon purchases. Not the most efficient use but generally what I do. However if you return an item bought with points you may have to call to have them refunded. Which isn’t a hassle but worth considering. I just only use them on something I’m very sure I won’t return.

toss1 6y ago

AAAnnnd, I just went to AmEx to search for an old transaction about 3 years ago, and it's gone. Poof. Just records back about 18 months. Just like all the rest. AmEx counts it's longstanding "members" as it's strategic assets, and used to have this great ability to search online records instantly. It is a GREAT customer-retention feature, and hot data storage has never been cheaper. The longer a customer stays, the more valuable to them is being able to search all the old transactions. It is a key Amazon feature to be able to search all my old purchases over 20 years back. Yet now, it is just like the rest. If I'm going to just lose everything in 18 months anyway (no, requesting and mailing old statement copies is no substitute), why not leave? Corporate decisions are baffling