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Author Topic: AMEX SM  (Read 5138 times)

Offline Flybiz

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AMEX SM
« on: March 07, 2013, 12:33:44 PM »
Please excuse my ignorance.

I just sent an SM to Amex today and received a response.

In the response, it says I should simply "reply to this email". The only problem is, when I'm logged into my account and in the SM window, I don't see any place to respond. Do I just send a new SM message and automatically it will go to previous rep?

Thanks
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Offline noturbizniss

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Re: AMEX SM
« Reply #1 on: March 07, 2013, 01:29:08 PM »
Quote from: Flybiz on March 07, 2013, 12:33:44 PM
Please excuse my ignorance.

I just sent an SM to Amex today and received a response.

In the response, it says I should simply "reply to this email". The only problem is, when I'm logged into my account and in the SM window, I don't see any place to respond. Do I just send a new SM message and automatically it will go to previous rep?

Thanks
Scroll to bottom of message. see picture
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Offline Flybiz

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Re: AMEX SM
« Reply #2 on: March 07, 2013, 01:51:44 PM »
Thanks! Not sure why I didn't see it earlier!
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Offline yaakov s

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Re: AMEX SM
« Reply #3 on: July 29, 2013, 11:50:53 PM »
Is it my imagination or Amex is taking forever and then some to reply to SM these days
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Offline DP7

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Re: AMEX SM
« Reply #4 on: July 30, 2013, 03:38:19 AM »

Quote from: yaakov s on July 29, 2013, 11:50:53 PM
Is it my imagination or Amex is taking forever and then some to reply to SM these days

Been happening to me. Mostly when asking to make a product change. Taking much longer than the 24 hours they say they will respond in.
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Offline Twin

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Re: AMEX SM
« Reply #5 on: July 30, 2013, 07:48:30 AM »
I was told that I would get a response in two billing periods still nothing and it's been about three billing periods.   
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Offline yaakov s

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Re: AMEX SM
« Reply #6 on: July 31, 2013, 07:54:26 AM »
This is insane. It's taking them around 36 hours to reply to SM! You would think there are enough people in India to fill those positions.
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Offline yosefchaim

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Re: AMEX SM
« Reply #7 on: August 03, 2013, 10:54:33 PM »
Quote from: yaakov s on July 31, 2013, 07:54:26 AM
This is insane. It's taking them around 36 hours to reply to SM! You would think there are enough people in India to fill those positions.
Is it because of this     "To better serve you, we are replacing Email Servicing with Live Chat. Starting on August 30th, you can get immediate help by chatting live with a customer care professional"    Does this mean SM is over?!?  :(
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Offline yaakov s

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Re: AMEX SM
« Reply #8 on: August 04, 2013, 02:43:16 AM »
Quote from: yosefchaim on August 03, 2013, 10:54:33 PM
Is it because of this     "To better serve you, we are replacing Email Servicing with Live Chat. Starting on August 30th, you can get immediate help by chatting live with a customer care professional"    Does this mean SM is over?!?  :(
Sure hope not! Live chat is a disaster it takes forever to chat.
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Offline meshugener

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Re: AMEX SM
« Reply #9 on: August 04, 2013, 11:07:25 AM »
+1
And the biggest downside is that you can't save the conversation for future reference.
I had them assuring me that the annual fee is waived for the first year of my MB Plat... Had I have the option, I would save the convo, and have Amex refund me the AF.
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Offline jaywhy

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Re: AMEX SM
« Reply #10 on: August 04, 2013, 11:12:30 AM »
Quote from: meshugener on August 04, 2013, 11:07:25 AM
+1
And the biggest downside is that you can't save the conversation for future reference.
I had them assuring me that the annual fee is waived for the first year of my MB Plat... Had I have the option, I would save the convo, and have Amex refund me the AF.
You can't take screenshots?
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Offline meshugener

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Re: AMEX SM
« Reply #11 on: August 04, 2013, 11:16:03 AM »
And then?
It would be a PITA to prove it.
Unlike Chase, you can't send an attachment to Amex via SM.
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Offline jaywhy

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Re: AMEX SM
« Reply #12 on: August 04, 2013, 11:25:12 AM »
Quote from: meshugener on August 04, 2013, 11:16:03 AM
And then?
It would be a PITA to prove it.
Unlike Chase, you can't send an attachment to Amex via SM.
Not sure how it would be a PITA to prove anything, just include the URL with the screenshot...
Sending it would be a PITA though.
And SM's expire after 90 days.
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Offline Centro

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Re: AMEX SM
« Reply #13 on: August 04, 2013, 02:03:55 PM »
Quote from: meshugener on August 04, 2013, 11:07:25 AM
+1
And the biggest downside is that you can't save the conversation for future reference.
I had them assuring me that the annual fee is waived for the first year of my MB Plat... Had I have the option, I would save the convo, and have Amex refund me the AF.
Most companies give you the option of saving the chat after your session, amex doesn't?
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Offline Shreknit

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Re: AMEX SM
« Reply #14 on: August 04, 2013, 02:09:32 PM »
Quote from: meshugener on August 04, 2013, 11:07:25 AM
+1
And the biggest downside is that you can't save the conversation for future reference.
I had them assuring me that the annual fee is waived for the first year of my MB Plat... Had I have the option, I would save the convo, and have Amex refund me the AF.

Just so you know supervisors have access to any conversation you previously had via chat. Demand to have a supervisor call you like I did and honor there written word if not you can call executive costumer service and they will honor it.
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Offline yosefchaim

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Re: AMEX SM
« Reply #15 on: August 04, 2013, 04:47:07 PM »
Quote from: yaakov s on August 04, 2013, 02:43:16 AM
Sure hope not! Live chat is a disaster it takes forever to chat.
+1  Can't understand why it's worth it for them. It will cost them a lot of $! Firstly because it takes so much longer, secondly, because they have add staff so there's not too much wait time. (I guess it helps the economy by creating more jobs!)
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Offline Jkhein

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Re: AMEX SM
« Reply #16 on: August 04, 2013, 05:05:46 PM »
Quote from: yosefchaim on August 04, 2013, 04:47:07 PM
+1  Can't understand why it's worth it for them. It will cost them a lot of $! Firstly because it takes so much longer, secondly, because they have add staff so there's not too much wait time. (I guess it helps the economy by creating more jobs!)
India is not know to be struggling with their economy
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Offline yosefchaim

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Re: AMEX SM
« Reply #17 on: August 08, 2013, 01:42:58 PM »
In order to better serve you, we now offer Live Chat with a Customer Care Professional as an alternative to Email. If you send us an email between now and August 30, it may take up to 72 hours for you to receive a reply. After August 30, the option to Email Us will no longer be offered.
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Offline yaakov s

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Re: AMEX SM
« Reply #18 on: August 08, 2013, 01:57:49 PM »
Quote from: yosefchaim on August 08, 2013, 01:42:58 PM
In order to better serve you, we now offer Live Chat with a Customer Care Professional as an alternative to Email. If you send us an email between now and August 30, it may take up to 72 hours for you to receive a reply. After August 30, the option to Email Us will no longer be offered.
Idiots
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Offline yosefchaim

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Re: AMEX SM
« Reply #19 on: August 08, 2013, 02:08:21 PM »
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