American Express Comes Through!
Jan 25th, 2004, 05:31 PM
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American Express Comes Through!
Some of you may remember my saga regarding Kensington Park Apartments in London and how they tried to rip us off. KPA insisted on charging us a full five days rate even after we took one look at the room and refused to stay there. They were unwilling to give us another room and argued with us about it's cleanliness. Clearly, cleanliness has very different meanings to different people. Fortunately, I took photos of hovel before we fled.
It took 6 months almost to the very day to resolve this issue. AMEX first refused my claim. next they offered me $300 to make it all go away and finally today I received a letter saying that although the creep would not refund any of the money they already paid him, that they, AMEX, have removed the charge from my account since they feel that I am an excellent customer. It bugs me that AMEX was not able to recoup their money. I called them from London only minutes after seeking refuge at the Holiday Inn Kensington. They chose to wait until the charge was put through and then through a series of errors this case has been dangeling out in space for six months. I am very happy that that I will not have to pay for the worst hospitality experience of my entire life!
I have been told that AMEX has moved much of their operation to India. Can anyone confirm this? Perhaps this is why their customer serivce has been lacking compared to years past as mentioned here by others before.
Thank goodness I took those pictures. I just knew it would be a "see it to believe it" kind of ordeal!
It took 6 months almost to the very day to resolve this issue. AMEX first refused my claim. next they offered me $300 to make it all go away and finally today I received a letter saying that although the creep would not refund any of the money they already paid him, that they, AMEX, have removed the charge from my account since they feel that I am an excellent customer. It bugs me that AMEX was not able to recoup their money. I called them from London only minutes after seeking refuge at the Holiday Inn Kensington. They chose to wait until the charge was put through and then through a series of errors this case has been dangeling out in space for six months. I am very happy that that I will not have to pay for the worst hospitality experience of my entire life!
I have been told that AMEX has moved much of their operation to India. Can anyone confirm this? Perhaps this is why their customer serivce has been lacking compared to years past as mentioned here by others before.
Thank goodness I took those pictures. I just knew it would be a "see it to believe it" kind of ordeal!
Jan 25th, 2004, 05:47 PM
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i do remember your post and i was interested to see the result...i always rent cars with amex as i have had a series of car rental problems even with hertz...they have always come through for me....the last issue i had two years ago, i did think was not handled in the same efficient way however...like most every service in america these days...its not what it used to be....my kids tell me, dad get used to it that's the way it is now and i say yes as long as you accept it that is the way it will be.....unacceptable...
congrats...
congrats...
Jan 25th, 2004, 06:36 PM
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RE: AMEX, et all, moving their customer service call centers to India....
http://www.nydailynews.com/business/...4p-49576c.html
http://economictimes.indiatimes.com/...,prtpage-1.cms
http://www.bettermanagement.com/Libr...LibraryID=5155
http://www.nydailynews.com/business/...4p-49576c.html
http://economictimes.indiatimes.com/...,prtpage-1.cms
http://www.bettermanagement.com/Libr...LibraryID=5155
Jan 25th, 2004, 06:51 PM
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All of my personal as well as small business dealings are conducted through AMEX, and as far as I am concerned they have a stellar record of resolving disputes.
On my last trip to France I was unable to use my AuroEurope rental car (through EuropCar) for 2 days out of a 4-day rental because the darn thing just died on me an hour after I rented it. AutoEurope and EuropCar each refunded me a substantial amount, but AMEX took it upon itself to refund me even more - because I was a good customer! It made the hassle of sitting in a Renault garage for the better part of two days seem not quite so horrendous after all - particularly as it occurred three months after the trip was over, when the bad memories had already faded anyway.
I think AMEX does a really admirable job of handling situations like this. On the other hand, I do think they can well afford to do so. Whenever I try to transfer FF miles from my AMEX program I have to remind myself that they are better in other departments.
On my last trip to France I was unable to use my AuroEurope rental car (through EuropCar) for 2 days out of a 4-day rental because the darn thing just died on me an hour after I rented it. AutoEurope and EuropCar each refunded me a substantial amount, but AMEX took it upon itself to refund me even more - because I was a good customer! It made the hassle of sitting in a Renault garage for the better part of two days seem not quite so horrendous after all - particularly as it occurred three months after the trip was over, when the bad memories had already faded anyway.
I think AMEX does a really admirable job of handling situations like this. On the other hand, I do think they can well afford to do so. Whenever I try to transfer FF miles from my AMEX program I have to remind myself that they are better in other departments.
Jan 25th, 2004, 07:20 PM
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Well, I was curious, too, BrimhamRocks. I was promised a replacement car, but instead was towed into Sarlat, where I spent a full day waiting for my car to be - not - repaired. If you're really interested, you can read the full gory details in the first couple of days of my trip report on SlowTrav at:
http://www.slowtrav.com/tr/TripReport.asp?tripid=222
http://www.slowtrav.com/tr/TripReport.asp?tripid=222
Jan 25th, 2004, 07:27 PM
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Doesn't make sense that you, the customer, would have to deal with that, when the car obviously wasn't road-worthy to begin with. No way you should have had to sit around and wait for the car to be repaired. They should have provided a replacement car immediately, and let you go on your merry way.
It's a good thing you were reimbursed, but geez, 2 days out of 4 wasted. That really sucks.
It's a good thing you were reimbursed, but geez, 2 days out of 4 wasted. That really sucks.
Jan 25th, 2004, 07:43 PM
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Um, I'm assuming you are replying to me, Brimhanrocks, but yes, I did have to spend two days out of four dealing with it - some vacations are like that, and I'm lucky that I get so many vacations that it didn't really make me mad. But you're right.
Anyway, the point was that AMEX not only reimbursed the two days' rental but more, even thought they were not responsible in any way. It only amounted to about $40, but by the time I got the refund it seemed like a good deal. And to be fair, both EuropeCar and AutoEurope did their part. I was not in a part of France where it was necessarily easy to just bring in a replacement car on a whim.
I run a business and am senstive to how hard it is for businesses to make things right for their clients, and I appreciate that sometimes things just cannot be effected immediately.
I think AMEX did the best it did for me under the circumstances - AutoEurope, too. And look, I had an adventure I wasn't expecting,to boot. That's what travel is all about.
Anyway, the point was that AMEX not only reimbursed the two days' rental but more, even thought they were not responsible in any way. It only amounted to about $40, but by the time I got the refund it seemed like a good deal. And to be fair, both EuropeCar and AutoEurope did their part. I was not in a part of France where it was necessarily easy to just bring in a replacement car on a whim.
I run a business and am senstive to how hard it is for businesses to make things right for their clients, and I appreciate that sometimes things just cannot be effected immediately.
I think AMEX did the best it did for me under the circumstances - AutoEurope, too. And look, I had an adventure I wasn't expecting,to boot. That's what travel is all about.
Jan 26th, 2004, 01:04 AM
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well, that explains it!...
i recently needed to speak with an AMEX rep about changing the billing cycle on my business card. i got this very polite but barely understandable fellow who sounded as tho he were speaking through a megaphone from down a long corridor.
everything got resolved after many repetitions but i was left wondering why american express needed to hire immigrant reps in this job market. the mystery is over.
i recently needed to speak with an AMEX rep about changing the billing cycle on my business card. i got this very polite but barely understandable fellow who sounded as tho he were speaking through a megaphone from down a long corridor.
everything got resolved after many repetitions but i was left wondering why american express needed to hire immigrant reps in this job market. the mystery is over.
Jan 26th, 2004, 07:43 AM
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How odd. I also had to call AMEX regarding a business account change the other day. I could not understand a single word the customer service rep said. I felt terrible asking her to repeat herself over and over so I politely said thank you, hung up and called back. No easy task, as I was required to hold for over 20 minutes. When the "new" rep came on the line, I strained to hear and understand what she was saying, but had no luck. When I called my personal accnt. rep, her English was perfect - she was in Canada! My dispute really should have been a slam dunk, but it took 6 months of letters and phone calls. Don't get me wrong, I am pleased with the end result, but it sure took its toll.
Jan 26th, 2004, 10:59 AM
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St. Cirq: Had a similar experience to yours when we recently rented a car through AutoEurope in Prague. We had requested a stick shift but got an automatic and there was no one there (Budget at the airport) to check over the car with us. We did a cursory check, everyting looked fine and we headed to Regensberg by way of Karlovy Vera.
Car seemed OK to me - thought any little problems were because I drive a smaller, stick shift at home. DH takes over at the German border and immediately says that something is wrong with the alignment. I tell him he's just not used to driving a big automatic and next day tire blows up on small country road. We limp into a cafe where some wonderful locals help us put on spare. At next Budget office (Vienna) they refuse to give us replacement (every franchise is its own entiity, they explain) and say we have to replace the tire. Spend half a day in a Midas tire shop in a not-so-nice part of Vienna (but again, wonderful people) and pay 300Euro for tire.
Viennese mechanic writes on receipt that tire blew (it was shredded from the inside) because of terrible alignment. We turn in car two days early in Budapest, have a fantastic time anyway, get home, get the AuroEurope bill, call AMEX and they dedcuted the cost of the tire from the bill without even asking to see the receipt. Don't leave home without it!
Car seemed OK to me - thought any little problems were because I drive a smaller, stick shift at home. DH takes over at the German border and immediately says that something is wrong with the alignment. I tell him he's just not used to driving a big automatic and next day tire blows up on small country road. We limp into a cafe where some wonderful locals help us put on spare. At next Budget office (Vienna) they refuse to give us replacement (every franchise is its own entiity, they explain) and say we have to replace the tire. Spend half a day in a Midas tire shop in a not-so-nice part of Vienna (but again, wonderful people) and pay 300Euro for tire.
Viennese mechanic writes on receipt that tire blew (it was shredded from the inside) because of terrible alignment. We turn in car two days early in Budapest, have a fantastic time anyway, get home, get the AuroEurope bill, call AMEX and they dedcuted the cost of the tire from the bill without even asking to see the receipt. Don't leave home without it!
Jan 26th, 2004, 02:15 PM
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WillTravel: I had a green AMEX for many years, have had a gold card for about 8 now. They keep trying to get me to "upgrade" to platinum but I don't think I need it.
I did spend a lot of money on this trip but I don't use it a lot - we only take the big blow-out trip with the AMEX card about every 4 years. We do pay it all off every month but I don't know if that has anything to do with it. I called before we left and asked specifically about the protections/benefits of my card so you may want to do that.
P.S. Despie the hassles, I can honestly say that we are the only people we know who have spent an entire afternoon in a Midas tire shop in Vienna, Austria!
I did spend a lot of money on this trip but I don't use it a lot - we only take the big blow-out trip with the AMEX card about every 4 years. We do pay it all off every month but I don't know if that has anything to do with it. I called before we left and asked specifically about the protections/benefits of my card so you may want to do that.
P.S. Despie the hassles, I can honestly say that we are the only people we know who have spent an entire afternoon in a Midas tire shop in Vienna, Austria!
Jan 26th, 2004, 02:42 PM
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WillTravel:
I've steadily downgraded from Platinum to Gold to the old green card over the last 10 years. I think I get better service now that I ever used to with the silly Platinum, for which I paid $300 a year for, among other things a "personal concierge." The only time I every called to use that service, there wasn't a soul who could even come close to handling my request.
I think I get good service because I've been a personal and corporate customer for many, many years, not because of the level of my card. Or maybe I've just been lucky.
I've steadily downgraded from Platinum to Gold to the old green card over the last 10 years. I think I get better service now that I ever used to with the silly Platinum, for which I paid $300 a year for, among other things a "personal concierge." The only time I every called to use that service, there wasn't a soul who could even come close to handling my request.
I think I get good service because I've been a personal and corporate customer for many, many years, not because of the level of my card. Or maybe I've just been lucky.
Jan 26th, 2004, 04:37 PM
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Yes, it seems that when you call the Amex 800 number you are likely to be handled by someone in India! It's incredible how many jobs are being sent overseas by AMERICAN companies.
I had a problem (minor) with my account and the rep in India was clueless, frequently saying that she had to speak with her supervisor. After many minutes standing by on the telephone with no further response, I hung up.
Not only was it hard to understand the rep's accent, but it appeared to me, even though I repeated the problem several times, that the rep just didn't understand.
American Express should change their name to "International Express"!
I must agree that transferring jobs overseas has allowed Amex to report record profits!
I had a problem (minor) with my account and the rep in India was clueless, frequently saying that she had to speak with her supervisor. After many minutes standing by on the telephone with no further response, I hung up.
Not only was it hard to understand the rep's accent, but it appeared to me, even though I repeated the problem several times, that the rep just didn't understand.
American Express should change their name to "International Express"!
I must agree that transferring jobs overseas has allowed Amex to report record profits!
