I have warned readers many times about the huge risks of upgrading your Delta AMEX card and expecting either your spend on the previous card to carry over or to get the MQMs, or Medallion Qualifying Miles, promised either by a phone rep or a supervisor. Well, many times things go very wrong as you will see from Bob this week. Take it away Bob!
Hi René. Thanks for letting me tell my story as I am so frustrated I want to explode. I called last night & spoke to a rep and escalated to a supervisor. The supervisor indicated that she opened a case for me, as I had told them that their own recording of my phone call with the upgrade rep on Dec. [date removed for safety] & promised both (1) that I qualified for the 10K bonus MQMs, and (2) that I would receive it within 2 weeks of first purchase (which would have been Dec 2015 [date removed for safety]). I emphasized (and made the rep write into notes) that a Dec [date removed for safety] deadline for case resolution was critical.
Fast forward and now I called at noon and eventually got escalated to a level above a supervisor who gave me a direct contact number & extension – very helpful, since we required several conversations over the last several hours. He listened to Amex’s phone recording of my Dec [date removed for safety] call, and acknowledged the 10K MQM and bonus miles I was promised to receive.
At the end, he indicated that because the 10K MQMs are awarded by Delta, there was no way for him to goodwill-award them to me. However, he said that if I gave him 72 hours, he would be able to work with several other levels of higher managers and make sure that I received what I was promised by AMEX. I got the feeling that he was sincere, and dedicated to keeping a valued customer happy.
It is now January 2016 and I spent half an hour on the phone yesterday (before being somehow disconnected while on hold) with one of Amex’s support people. It was our third conversation in 10 days. I had to call him back after waiting over a week to be “contacted back within 3 business days”. His opening confession was:
“I’m sorry – this is certainly American Express’s error, and not yours, but we are not authorized by Delta to award MQMs. As a result, we have issued you a goodwill credit of 20,000 Skymiles.”
After clarifying (again) how ANY amount of Skymiles is not even close to the same value as 10K MQMs. I then offered that Delta had sent me an email offering the purchase of 10,000 MQMs for $1395.00!!! I explained that Amex had an easy way to get around the fact that they “cannot” award MQMs – just allow me to purchase the MQMs on my Amex, and then just credit me the $1395. He then stammered and stuttered, indicating “we can do *some* things, but not that”, and then put me on hold to speak to someone on the team of the phone rep who initially promised me the bonus.
It was at that time that I was disconnected. I’ve tried to call the rep back a number of time (I have his direct extension now), but just keep getting busy signals when I call. Sad to say I don’t think I will ever see my promised MQMs! Be warned if you are ever thinking about upgrading your Delta AMEX cards!!! – Bob
Folks, I know readers will comment below that “I upgraded and I got what was promised”. Good for you. I get 10x as many nightmare stories like Bob’s for each successful “running through traffic with eyes closed” stories. Why in the world would you EVER risk this when it can mean so much pain for you. Also keep in mind, if things do go wrong, with the personal AMEX card rules currently in place once you have EVER held the card, even via an upgrade attempt, you will NEVER EVER get the new card bonus again!
When you take screenshots, and start with my links on the blog you are all but guaranteed to see the expected points (as long as you are eligible and complete the terms, of course). That is winning. Upgrading Delta AMEX cards, while some may claim success, for the most part really not so much! – René
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