The Card Has Paid It’s Annual Fee Back More Than Two Times Over!
After what the American Express Platinum concierge did for me, I'm going to be loyal to AMEX and this card for a long time to come. This incident alone had the card pay itself back more than two times over (they saved me over $1000).
Quick story ...
I ordered a surfboard that was shipped via FedEx. It was a pretty hard to find size and shape. FedEx lost the package (non-shocker). I called FedEx and they said I'm out of luck because it was delivered and I signed for it (which I did not ... the website said someone by the name of SORRY signed for it). If I'd like I can file a complaint. Which I did and it got denied. This is all on a Monday.
Enter the concierge ...
From here I called the AMEX concierge about utilizing the customer protection to get refunded. They were very friendly and at some point in the conversation I also mentioned that I would rather have the surfboard than my money back. They called FedEx who magically found the package that there were adamant got delivered.
When FedEx found the package, they offered some crazy story about what happened. Their story wasn't too far off from a Batman comic book with a FedEx driver who goes by the name of SORRY being the hero. The story was so crazy, even the concierge wasn't hopeful they were going to deliver it as they said they would.
Here is where they really went above and beyond ...
Without me knowing, the concierge then phoned the store I bought the surfboard from and told them the situation. AMEX (with the help of the store) were able to locate an almost identical surfboard in their warehouse that wasn't on the store's website. They one they found had a slightly different color to it.
About an twenty minutes after they told me FedEx would redeliver the package, they phoned me back and AMEX arranged to have the other board put on hold for me so if FedEx failed to locate and deliver the board by Wednesday of that week, they would overnight ship the other surfboard (using someone other than FedEx) so I would have the board by Friday night so I can take it surfing early Saturday morning. Just needed to let them know where I want it shipped if it comes to that.
It didn't come to this as FedEx delivered the package on Wednesday. I also received a phone call from FedEx with some ridiculous apology.
Take away from this story ...
Very aware that I may have lucked out with a concierge who went above and beyond for me a bit more than most. This sort of service may not be typical, but it does happen.
Even if the benefits aren't as good as they were a few years back, just being able to get this sort of a service from a credit card company makes the $450 worth it. Just for the peace of mind in situations like this, knowing that they're capable (and willing) to do this kind of dirty work makes the price more than worth it to me. If I had any other credit card, I'd be out about $1000 and a surfboard.
Thank you AMEX!