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Amex Global Assist Experience – Left my car key in the car!

11/29/2007

I was going to visit a new client today, but ended up at the wrong address. After clarifying the correct address, I agreed to meet them in about 45 minutes. As I was about to take off, I realized that I had left my car keys in my car!

Now what? I did not carry my wife’s AAA card with me. I did not know what to do. Then an idea came to my mind. I shall call my American Express Card. After going through the usual verifications, I was put through to the Global Assist Call center.

I told them my problem. I had left my car keys in the car and need help to unlock my car doors. Global Assist said that should be no problem. However, I said I was in a hurry. But they said that it usually takes 45 minutes to an hour. After a few minutes of holding, the “dispatch” team told me that they have arranged for a dispatch company to get to my location and that they will call me soon to confirm everything. I was told to leave my cell phone number so that I can be contacted. I made my call to Amex at 2:30pm.

By 3pm, I still had not received any call. So I called Global Assist to check what was going on. They said that dispatch should be at my location at about 3:30pm and that they probably forgot to call me to confirm. So I waited until 3:30pm, still no call and no sight of the dispatch.

I made another call back to Amex. This time, they got the driver of the dispatch service on the line. He asked me exactly where I was and how to get there. I gave him directions and asked him when he will arrive. He said about twenty minutes. Just after I hung up the phone, Amex called to check how were things. This was an automated phone call made to me by customer service center to check in on me. I told them what transpired and they asked if I wanted to call for another service. I said that I’d wait for twenty minutes.

Twenty minutes went by and still there was no sight of the dispatch service. I called Amex again. I was quite agitated this time. However, Amex said they were about two minutes away. True enough, the guys soon arrived in a white pickup. Using what looked like a little spade to create an opening in the door, they used a long wire and after about three minutes managed to unlock to my car door. It was now 4:00pm and it took one and a half hours since my call to Amex for dispatch service to arrive (when I was told it would normally take one hour).

Despite the fact that it took a little longer, I was quite pleased with Amex. They politely answered my call and were most helpful in trying to get this done as quickly as possible. Whatever happens, I will always carry my Amex in my wallet.

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4 Comments
PlatinumBoy
November 29, 2007 @ 3:49 pm

Hi…I’m wondering if this was from the “concierge service” off a platinum card? I just sprung for a platinum, and am wondering if I have made a mistake; when I called to ask about transferring memership awards points from my old gold card to the platinum, the whole thing was automated at the beginning, and it had a very pedestrian feel to it.

I’m trying to figure out whether this is going to make sense, or whether I should just stick with the gold.

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December 1, 2007 @ 1:17 pm

This was actually global assist. I called concierge service and was directed to global assist. I also found the direct number for global assist was 1-800-333-amex.

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January 9, 2009 @ 9:21 pm

Good to know as i do this too from time to time

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Dawn Marcario
August 24, 2015 @ 6:40 am

Don’t leave home without it? What a joke! At least if you’re planning a trip to Las Vegas. I brought my Amex card with me, and cash, for a weekend trip to Las Vegas. Thinking I had my Amex card as a back up should I need some extra cash, I left my check card and Visa/Mastercard at home. Big mistake! Although almost all of the ATM machines in the major casinos, Walgreens, CVS, and every other machine on the Strip says they honor Amex, they do not. I went to the cashier in four major hotels, and they all said the same thing. Amex fees are too high, so none of the casinos will honor it. I spent 45 minutes on the phone with a customer service rep, who then transfered me to a Global Assistant. The amount of money I wished to take out was $200. My account was completely up to date, and I have over a $13,000 limit, yet no one could help me. There was nowhere within a mile of the Strip to get cash. I was asked what I needed the money for by the Global Assistant. I was told that I would need to walk off of the Strip and into some seedey part of the city to find a check cashing store. Thanks! Just the place a woman wants to be with $200 cash in her purse. Unbelievable. I was then told I could go to a Western Union to have the cash wired to me, but Amex will not wire to a casino hotel. Finally, Jason the Global rep gave me a number to call back if I wanted to try it anyway. When I did call the number it was a 1800 date chat number. After hours of a wild goose chase to try and find an ATM that worked, I was told by a woman at the hotel to try going to the Fashion Show Mall. It was there after four hours of walking up and down and all around the Las Vegas Strip I was able to get my $200. I cannot wait to get home and cut up this useless card. I am truly disgusted by the way I was treated, and felt as if I was being shamed for the fact that I needed cash in Las Vegas.

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