Reply to Amex Platinum vs Chase Sapphire

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[quote=Anonymous]OP here. Thank you so much for the input. I am just so torn!

To the poster asking about Amex customer service. 
I've had Amex for 30+ years and have always been impressed with their impeccable customer service. Then I got the platinum card. Wow, even more amazing.

But the last few calls I've had have not been impressive at all:

-I enrolled for the Gold Status on Hilton online. Arrived at the hotel and they said I was only Blue. It was too inconvenient for me to call Amex when I was traveling and thought I'd address it when I got home.  It took 3 separate calls over a span of a few weeks to get the status to appear, and they couldn't tell me what the issue was- but it was definitely on their end, not mine.  When I pointed out that I had missed out on the Hilton bonus points, the Amex I once knew would have just fixed that especially since it was their mistake.  They said, "sorry, no can do."

-My Uber credit wasn't going into my account and they couldn't figure out why.  This also took a few calls. They told me someone at Uber will reach out. That did not happen.  Finally, I got someone on the phone who had a clue- apparently, if you enter your Amex card as a form of payment on someone else's Uber account (such as my kid), the credits will be issued to the last account you added.  Would have been helpful to have that written somewhere. They eventually connected me to Uber (which I don't know why they didn't/couldn't do the first 3 times I called. Uber had to disable the 2nd account, then Amex did their fix.

Their reps on these calls were just not trained well. Just didn't have that "I got you" type of customer service.

I do have a Chase Explorer card right now- $75/year which gets me 2 passes to the United Lounge, and also free checked in bags.  Would love to have both Sapphire and Amex but I can't justify paying $600 for 2 cards. [/quote]

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