Mr. Shangkong | Amex can make a difference if it takes complaints seriously
Card issuer's image takes a beating after decision to cancel exclusive service creates ruffles among privileged few accustomed to such perks
It's no secret that many well-paid bankers are fans of American Express credit cards, which to some have an aura of exclusivity - Visa or MasterCard being considered too common.
But Amex's image has taken a beating in Hong Kong after the firm apparently misguided some clients on insurance products it was selling and after it gave a month's notice that it would stop its signature "Concierge" service for some of its clients.
Earlier this month, Amex Platinum credit-card holders in Hong Kong received a letter from the firm about its surprise decision to cancel the service, which is one of the reasons many of the card's holders are willing to pay the HK$1,600 annual fee.
In the letter, Amex said its "concierge service from restaurant referrals and reservations to flower delivery will be ceased with effect from May 1, 2013".
The letter quickly created a buzz online.
Some friends, including the chief financial officer at a major firm, were curious about why Amex cancelled the service, which the card firm had long been proud of as setting it apart from the rest of the industry.
I called Amex's spokeswoman in Hong Kong for comment, but she failed to give a specific reason for the cancellation.
