UPDATE: (CC from slickdeal)
Ok, so I have some more interesting information about this whole ordeal and
what it means for us. American Express is definitely well aware that this
special offer has gone viral. I also confirmed that it was in fact only
meant to be targeted to a small group of people (recent Columbia Graduates).
It was also (supposedly) supposed to only be valid until 5/11 (two days
prior to the posting on SD). But as we all know, for some reason none of
that was ever mentioned in the T&C nor the application. It never stipulated
any target group, limitations or expiration.
Outside of maybe the first group of people who applied, everyone else was
defaulted to the 10k/1year promo. So when you receive your cards and/or call
to activate, that is what you will be told you have been given. But all is
not lost!
Obviously the impact to Amex is definitely substantial. God knows how many
people applied and got approved for a card. The matter is currently being
handled by the "Recovery Department". From what I understand, this is
basically the highest level group in the customer service area and reports
directly to executive management. They are actually higher in rank then the
"Executive Team". At this point, due to the scope of the situation, these
are the ONLY people who are going to be able to approve or disapprove the
application of the special promotion to our accounts. They have already
issued out an internal company memo, so every employee is well aware of what
's going on. There is NO POINT in arguing or asking for anything to the
people you speak with on the phone. They will not be able to help you until
the Recovery department makes it's ruling. And you will not be able to speak
with them directly.
The Recovery group is currently evaluating the situation to determine how to
proceed. I imagine their decision will greatly depend on the number of
people who took part in their offer. They are trying to figure out exactly
what happened, why it happened, how it happened, and what to do about it.
I personally feel that we are in a good positiion. First, the T&Cs support
us, and they would have to invalidate them in order to deny the promotion.
Something I doubt they would want to do (can you say class action lawsuit?).
Second, as it has been discussed before, American Express does pride itself
on superior customer service and putting customers first. Not honoring the
promotion, regardless of their original intent for it, would be contrary to
this policy. Third, when errors like this have occured in the past, Amex has
honored them.
So my advice to everyone is to be patient. It will take time for them to
make a decision, and there is nothing that can be done until that's made.
Cross your fingers and hope for the best. If in the end they decide in our
favor, great. If not, then we will have to cross that bridge if it comes to
it and decide how to proceed. I imagine the only way to get a negative
ruling reversed is with either an EECB, bad media exposure, or legal
recourse.
For now, we just need to sit back and wait...
