wasn't a bitch this time!
On October 4th of this year, I decided that finding a Wii in person was going to be about the hardest thing EVER, so I went online and did a pre-order. It was supposed to ship on October 31st. John and I were going out of town that weekend, and I really didn't think it would arrive until sometime the following week.
On November 4th, after an e-mail to the company trying to figure out if it had shipped, I received a cryptic e-mail back saying there was some problem with my credit card and to call customer service. So I do. I was told that Amex had put a hold on the card and I was to call them.
So I did. I have a few problems with Amex over the years (and also with Visa), so I was expecting a certain level of customer service. Basically, there wasn't a problem with my card (it wasn't because we were travelling and there were multiple charges from multiple states - which there were!) - basically Amex decided that they needed to put a hold on the charge until it could be verified that I had indeed made the charge.
Guess what, Amex never called any of the THREE phone numbers they have for me, they never emailed the TWO e-mail addresses they have. They did nothing. The CS guy I got when I called basically said, they just didn't call....then had the nerve to ask me if I wanted them to accept the charge!
Since I had already given the game company another credit card, I said no...then I asked the Amex guy how much I had spent on my Amex card over the last 2 years. (OMG, even I was astounded!).
I then told the gentleman how upset I was that Amex had almost ruined my kid's Christmas, and did he have any idea how hard it is to find a Wii? He had no response, so I asked him if Amex would be happy that they were going to lose a customer. Again no appropriate response, so I told him to have a nice day and I hung up.
About a week later, I received a "customer service survey" phone call from Amex asking me if I was happy with the customer service I received from my phone call. OMG!
Now mind you, I was actually nice during both phone calls, but I told the woman how unhappy I was, and why, and she verified that Amex has 5 different ways to contact me should there be a problem. She asks me if I would like a supervisor to contact me, and I resignedly say ok.
They called my house 2 different days last week, then call me at work on Wednesday morning. I was thinking "omg, will these people just leave me alone already....I have the Wii, it has all worked out."
The supervisor had listened to the tape of my 1st conversation and could not have been more appologetic. He told me that Amex is a customer service company and the lack of customer service I had been given was appalling and NOT acceptable. He wanted to make sure that I did in fact get a Wii, THEN GAVE ME A $200 CREDIT TO PURCHASE GAMES FOR MY KIDS FOR THE Wii!
How cool is that? I am thinking maybe guitar hero if they make it...I know it is pretty expensive, and probably not something I would normally purchase.
Gotta love Free money!