More Centurion Customer Service Issues
May 17th, 2008 by admin
Following are more Centurion “customer service” issues I’ve encountered:
-
The cards didn’t come with the profile form that was referenced in the included letter stating that you should fill it out and return it in the envelope provided (the envelope is there, but no form). This, per Mark Bigos, is due to a glitch in their management decision structure that they are working out. Yet more lack of attention to detail.
-
I added one additional cardholder on the same day at the same time as when I added the first additional cardholder. Because I didn’t know the DOB of this second additional cardholder right then, I had to call back with it approx. 15 minutes later. Apparently, because it was processed separately, it gets different treatment because rather than it coming in the nice box with all the information and such as the first additional cardholder’s did, it came in a replacement card box, complete with a note to return their previous card which this replaces if it is made of titanium.
-
Apparently, there are no more personal travel consultants being assigned, they are moving away from that to a team format. You still get a personal concierge, but after requesting something simple from my “personal concierge” almost 24 hours ago via email as a response to his introduction, I have yet to hear from him, not even an acknowledgement he got my request.
-
When I signed up for the card and was adding additional cardholder, there was a representative who stated that all she needed was the SSN and could look up the DOB with that information. However, when I called back to confirm information, I spoke to a supervisor who said she was mistaken and apologized for being given the incorrect information. I then called back, just for fun, to see if I could reach that lady again and told her what the supervisor told me, and she said, in an argumentative tone “well, he’s wrong, I am looking right at the DOB generated from the SSN.” So I asked her to transfer me back to him (I had both their names), and he told me that she shouldn’t be doing that, it was against procedure, he would deal with it, etc. etc.
-
I have never, ever been treated impolitely or rudely by the standard American Express customer service. In fact, they all seem much nicer, have better manners, better service, try to go above and beyond to help (unlike Centurion) and several times I have even been offered membership rewards points of credits towards annual fees for my trouble (Centurion patently refused any credit or any consolation even though I’ve literally spent HOURS trying to sort this out and it has been their mistakes!!). I am appalled at the general level of service, especially considering it is Centurion… I thought it would be a notch above, so far it has been well below.
