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In the world of miles and points, we spend a lot of time talking about some of the best welcome bonuses on credit cards. These welcome bonuses attract customers to sign up for these products. They serve as a very useful tool to fuel our travels around the world. I’ve written previously about how Amex’s customer service won my business and helped me out when I was stuck.
Beyond attaining lucrative welcome bonuses, I’ve been a long time Amex card holder primarily due to their customer service. In over a decade, I must say that I’ve had an excellent customer service experience, which is pretty impressive for a company of their size. My most recent experience while using the extended warranty benefit on my Amex Gold Card only further bolstered by faith in the Amex brand.
Extended Warranty Benefit
Amex recently made changes to their Extended Warranty program. Previously, this benefit added two years after the original manufacturer’s warranty expired. However, for products purchased on or after January 1, 2020, you’ll only get one additional year added to the manufacturer’s warranty.
In simple terms, let’s say you purchased an item with your Amex card on January 5, 2020. If you manufacturer’s warranty expires on January 4, 2021, then Amex’s extended warranty benefit will extend your warranty until January 4, 2022.
Extended Warranty Claims
In my case, the old benefit rules still applied. I’d purchased Beats Solo Headphones back in July 2016. The original manufacturer’s warranty covered the product until July 2018. Since I’d made the purchase before January 1, 2020, Amex’s old benefit terms applied. As a result, my extended warranty expired only in July 2020.
Filing a Claim
Amex makes it pretty easy to file a claim online. You can file a claim online or call and speak to a representative. I called up Amex’s customer service at 1-800-225-3750 and spoke to a representative at their claims center.
Similar to the online form, she started out by asking me a few basic details. After confirming my credit card details, she proceeded to collect information about the product that I’m claiming the benefit for.
Since I’d filed claims before, I was aware about the process and supplied her with all the information. Basic details like date of purchase, seller name, price and details about the problem.
I explained to the rep that the left hinge on the headphones had given away and become loose. As a result, the headphones had lost grip and kept slipping out.
I also added that I had a repair estimate ready from Apple in case she needed it. The rep asked me for details of the repair estimate from Apple, along with the amount. The repair estimate provided by Apple was to the tune of $140.
Before ending the call, the rep mentioned that I’ll get a confirmation email with a claim number. She also mentioned that a claims rep will follow up in the next 24-48 hours.
Here’s what really impressed me. The entire process was so easy and the claim was settled in less than 9 hours. I spoke to the rep at 3 PM to file a claim. When I woke up in the morning, I saw an email from American Express at 12:02 AM. The email confirmed that my claim was approved. Also, when I woke up in the morning and checked my Amex Gold Card account, the credit had already posted!
The Pundit’s Mantra
In previous posts, I’ve outlined how customer service is vital to any business that wants to retain customers long term. While welcome bonuses and other incentives may be fantastic to acquire customers, the quality of service year after year is what keeps customers loyal in the long term.
As much as I hate the changes Amex keeps making to their premium products, their customer service and benefits keep impressing me. I’m really impressed how professionally and speedily some of my insurance claims have been dealt with by Amex over the years. The agents have always been well trained, courteous and have made the whole process seem really smooth.
Have you used the purchase protection or extended warranty benefit by American Express? What has your experience been like? Let us know in the comments section.
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