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Another Reason to stay with Amex!! - Share your best experience with amex

gg123

gg123

TF Premier
Been using Amex Gold for relatively short period. while I had a minor inconvenience like closest HP fuel station not accepting the card.
This one situation made me feel like amex is Best in Business.

On Jan 1st I made an Online transaction of ~10k on clothing website. The card is charged but the transaction was failed at merchant end due to some error. Having worked with enough billing and finance data, I know for a fact that if a transaction is failed the merchant will not have an invoice and with out invoice they cannot claim the transaction and Amex will not post it. So without thinking twice I completed my order making another transaction which was successful.

But to my surprise when I checked around 5th both the transactions were processed (Statement generated on 3rd). When I saw the statement I immediately raised it to CS via chat and the support rep understood my concern and immediately made a Credit Adjustment for one of these transactions and then raised an internal investigation of why this happened. They made sure I don't have to pay this amount till the issue is resolved.

I couldn't help but wonder how Axis or ICICI would've handled this situation. Taking nothing away from them, these banks will definitely do their best to resolve the disputed transaction but I am 100% sure they will never do a Credit adjustment first and then investigate the issue.

I guess "Amex makes life easier" is true after all.

gg123
Member since 2023


Edit 1 : About the issue resolution. 8th of jan is when support rep from the merchant had called me on my mobile and apologised for the inconvenience when I asked her about the invoice they mentioned the transaction was marked as successful in their system and the invoice was also generated but due to some issue Order ID was never completed. Nevertheless I asked them to reverse the transaction. They reversed it to the source and it reflected within 24Hrs. what's particularly note worthy is that I have never reached out to the merchant in any shape or form
 
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gg123 said:
This one situation made me feel like amex is Best in Business.
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I met a guy some 10 years back.we were discussing about company culture and customer centricity. And he said amex is no 1. It doesn't matter who gives what offer, amex will always be his primary card.

He had to go to Singapore for some emergency business meeting. So obviously he is tensed. Few hours before flight he noticed he has lost his amex. Calls the concierge on the way to the airport to give his details. He said dont worry he'll take care of it. Best of luck for the meeting.

He boards the plane. Goes to his hotel. And finds the card on a his bed with a letter and bouquet.
I said are you serious. He said its nothing. people have requested ridiculous things to amex concierge and got it. From movie ticket print out to sand from some beach. And these are people he knows not something he read online.
 
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During Covid years, 2x10K Taj vouchers I got from Amex Platinum-Travel (milestone completion for 2 years) got expired due to travel ban. I called Amex customer care and they renewed both vouchers for another year, no questions asked.
That had been my best Amex experience so far.
 
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Anduril said:
During Covid years, 2x10K Taj vouchers I got from Amex Platinum-Travel (milestone completion for 2 years) got expired due to travel ban. I called Amex customer care and they renewed both vouchers for another year, no questions asked.
That had been my best Amex experience so far.
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Same. However, I had called them 1 month before expiry & they extended the validity by issuing new codes .. Now was I able to use the expiring vouchers or not is anybody's guess .. lol
 
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ray8285 said:
Same. However, I had called them 1 month before expiry & they extended the validity by issuing new codes .. Now was I able to use the expiring vouchers or not is anybody's guess .. lol
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They issued new codes for me too.
I was able to use the vouchers successfully after that at Taj Bekal 🙂
 
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I concur, Amex has the best customer support hands down. Not just in CC business, best customer service period. The only thing that tops it is a 5 or 7 star hotel service and even then I have had a few unpleasant experiences. Amex card is the only product where I think I get more than what I paid for. Every business in India has a tendency to Scam it's customers in some way or other, be it a bank, restaurant, e-commerce etc. I have 30 CCs with almost every bank in the mix and Amex has been my primary card since the day I bought it.
 
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I always wonder, why other banks are not able to follow the same suit as Amex? ( Of course not PSU's, they're a lost cause )

Is the MDR amex charges so high in comparison to other banks that it's able to hire and train great individuals and also go out of their way for their customers? (Gifts, annual fee reversals etc..)?

Or is it because banks like hdfc and icici are just too big already so they don't need to bother? They just know people will stick to them?

I've had a close experience of good customer service with idfc and hsbc, but then again these are very personal and not widespread like Amex.

Only if other banks took it up to improve their customer service to even match 50% of what Amex is and provides, things would be so different.
 
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the_collector said:
I always wonder, why other banks are not able to follow the same suit as Amex? ( Of course not PSU's, they're a lost cause )

Is the MDR amex charges so high in comparison to other banks that it's able to hire and train great individuals and also go out of their way for their customers? (Gifts, annual fee reversals etc..)?

Or is it because banks like hdfc and icici are just too big already so they don't need to bother? They just know people will stick to them?

I've had a close experience of good customer service with idfc and hsbc, but then again these are very personal and not widespread like Amex.

Only if other banks took it up to improve their customer service to even match 50% of what Amex is and provides, things would be so different.
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Population man....Indian banks neither have any incentive, nor competence to work professionally. Amex has a full banking license (You need a full banking license from RBI even if you just wanna sell credit cards) but there is no way it's gonna ever step foot in the Indian banking sector. The Indian banking sector in itself is pure shit and it always has been and it always will be. This is evident cuz we have a top-notch world-class (even better than world-class) regulator like RBI; We wouldn't need a strong, competent, honest regulator if we had good banking ethics. Look at Axis Bank, when good financial numbers don't translate to great customer experience the entire sector is f**ed up.

For PSUs, I understand. They serve a lot of people that private banks can't even imagine. As long as RBI has their eyes on PSUs and they are strictly monitored I am good. That doesn't mean PSUs are good, they are the definition of incompetence.
 
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dvader said:
Population man....Indian banks neither have any incentive, nor competence to work professionally. Amex has a full banking license (You need a full banking license from RBI even if you just wanna sell credit cards) but there is no way it's gonna ever step foot in the Indian banking sector. The Indian banking sector in itself is pure shit and it always has been and it always will be. This is evident cuz we have a top-notch world-class (even better than world-class) regulator like RBI; We wouldn't need a strong, competent, honest regulator if we had good banking ethics. Look at Axis Bank, when good financial numbers don't translate to great customer experience the entire sector is f**ed up.

For PSUs, I understand. They serve a lot of people that private banks can't even imagine. As long as RBI has their eyes on PSUs and they are strictly monitored I am good. That doesn't mean PSUs are good, they are the definition of incompetence.
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Yeah that's true.

But I mean, I think the sheer fact that every bank knows they have a significant market share because of the population , they are not incentivised to get more customers.

I know AU and IDFC pushed hard to gain that initial momentum. It all fizzled out after.

If Amex does enter the banking segment , their target audience would probably be very different. It's obviously not practical because they would need to set up physical bank and multiple branches which would take them years to get to a scale that would make sense and profit
 
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