Filed under: Apple Corporate, iPod Family, iPhone
Amex mulls iPhone purchase rebate policy
Readers report that calls to the American Express Return Protection line (1-800-297-8019) are being met with mixed results. Some readers say they are now accepting claims concerning the $200 dollar iPhone price drop, others have had less luck When I called, I was told that customers would be sent to a claims examiner to determine whether the difference in purchase price would be covered. I placed a call to Molly Faust, the American Express Vice President of Public Affairs and Communications for U.S. Consumer Card and Customer Service Delivery. She told me that she was already looking into this matter and promised to get back to me.
According to one TUAW reader, a protection-line operator said "the number of calls we've received about this is utterly insane."
More as this develops.
Update: Molly Faust contacted me again and says to emphasize that this is being handled on a case-by-case basis and that the refunds are not an official program or policy.
Get a WordPress.com Blog
![TUAW [Cafepress]](http://www.blogsmithmedia.com/www.tuaw.com/media/tuaw-cafepress-promo.png)
Reader Comments (Page 1 of 4)
Adrian vG said 2:25PM on 9-06-2007
Stop this insanity already! This has nothing to do with AMEX nor Apple, just your greediness!
Reply
rp said 2:48PM on 9-06-2007
I don't really blame you for trying to get your money back from a recently purchased iPhone. But seriously, why are people complaining about it? Wow, your gadget lost value over time. Amazing and all, but it's not like it doesn't happen to every single thing you purchase. 2 years from now (end of contract with AT&T) is 2 years from now. At that point, your iPhone is going to be complete crap compared to the new ones. So, why even bother complaining? You locked yourself in to start with, so why not just enjoy the ride before it's over instead of complaining about something that you KNEW would happen?
Reply
difelicem said 2:51PM on 9-06-2007
I just got off the phone with AMEX.
I purchased the iPhone with my Amex Corporate Card.
They told me the Corp Card does not have the protection.
No luck.
Reply
Anth said 2:40PM on 9-06-2007
I feel better about buying my phone with my Amex card. Keep us updated TUAW...
Reply
Chris D said 2:39PM on 9-06-2007
I called AMEX yesterday to ask about coverage (Gold AMEX Membership Rewards). The rep chuckled and said "no coverage" - it ended a year ago. She was getting lots of calls. Can't wait to hear the final word - and no - we are not greedy. We pay $175.00 a year for the card, this is one of the paid for benefits (Price Protection).
Reply
Rich Wagner said 2:47PM on 9-06-2007
Good news Amex card holders - Just got off the Phone with Amex now, and they are going to make up the difference. Call 800) 297-8019. (It is a different program than their outdated price protection program.)
Reply
Anthony said 2:47PM on 9-06-2007
Oh but you ARE greedy and stupid to boot. If you could afford to buy a $600 phone then what is the problem other then greed? Were you forced to purchase it? Did Apple make some promise about pricing that I am unaware of? And if you bought it but couldn't afford it then whose fault is that? What i find hilarious is that not only are you greedy and stupid but you advertise it for all the world to see.
.
Erica, your "Apple screwed you" post has made me lose what little respect I had for you.
Reply
jps said 2:47PM on 9-06-2007
Are you all going to complain when the 16 gig iphone comes out and demand upgraded flash memory?
Reply
jps said 2:48PM on 9-06-2007
Anthony, I agree 100%
Reply
mettmann said 2:51PM on 9-06-2007
according to the AMEX site - the Best Value Guarantee DID end Oct, '06 .. https://www124.americanexpress.com/cards/benefits/bestvalue_popup.html
"The Best Value Guarantee program will terminate on October 1, 2006 except the Starwood Preferred Guest® Credit Card which ends November 1, 2006. Any purchases charged to your Card account after the program termination date will not be eligible for the program. Accordingly, the provisions under the heading Best Value Guarantee that accompany your Cardmember Agreement are deleted after the program termination date."
still - I've got my wife's iPhone that I purchased on my AMEX Business Platinum at launch - here's hoping their may be a resolution - otherwise - "that's technology!"
Reply
Robert said 2:57PM on 9-06-2007
Anthony: grow up and troll elsewhere
If Apple dropping the price is fair business (which it is), why isn't it fair business for AmEx card holders to use their card's services as advertised (which include 90 day price protection)? The only thing I am aware of is total product refund cannot exceed $300 dollars (or is it total product cost).
Erica, please continue to keep us in the "know."
Reply
Fred said 2:58PM on 9-06-2007
I'm gonna start using that as an excuse for everything. Oops! I ran over your dog! "That's Technology" If they ever make a sitcom with Steve Jobs in it, that'll be the name of the show. I got my money back so, my anger has subsided. Got me some Applecare, and a new Aluminum Keyboard! WOO WOO!
Reply
dj said 3:23PM on 9-06-2007
I just called AmEx and was told that they normally don't cover a situation like this, but are crediting customers' accounts as a courtesy. I would have been happy with a partial re-imbursement, but they are FULLY crediting me the $400 plus sales tax to cover both the 8gig iPhones I purchased (for my wife and me)! Thanks for posting that number, TUAW, and thank goodness I purchased with American Express!
Yay!
Reply
Kacy said 3:05PM on 9-06-2007
I find the level of name calling and over all immaturity on this and related related subjects amazing. I think regardless to whether or not you agree with the complaints, it is an event that is happening in the world that is bound to have an impact on Apple, if only on it's public image the eyes of many consumers. As such, I think it would be wrong to do anything but post something here about it, as Erica has. The need that so many people have to shoot the messenger is truly saddening.
I would be less bothered by the the price drop if my experience with Apple's customer service in the last year or two had not been in seemingly perpetual decline. For the last week, I have been dealing with Apple on an unrelated matter. Perhaps it is just my mood, but this situation does not seem to be helping Apple in my mind. I can't help but wonder if when I call Apple Care they aren't echoing Job's recent comments and smug attitude.
Yes Apple's job is to make a profit. But it is a lot harder to do that with a figurative black eye. The market's reaction to yesterdays announcements seem to be less than stellar so I wondering if this is not more of PR mess than a lot of folks would have us believe.
Reply
mettmann said 3:06PM on 9-06-2007
@ Rich Wagner
Booyah - thanks for the heads up - AMEX IS offering an "Out of policy Billing Credit" of $200 PLUS the taxes - The credit - according to the CSR - will show up on my acct within 24-48 hours. He mentioned that since the Best Value Guarantee is no longer offered - AMEX is doing this exception for good standing customers..
Reply
xaos said 3:09PM on 9-06-2007
Anthony,
I have to agree with you. Erica, your posts are extremely inflamatory and childish. I've never really cared for your articles, as they always seem to come across as bashing those who develop products and about proving how smart you are because you've thought of all these things that nobody else did. Your hit job on the iPhone just a few days after the release just infuriated me. You comment yesterday encouraging people to go down to their local Apple Store and "demand" a refund is just plain ridiculous. The folks in the stores had no idea this was coming, and were blindsided...there is no reason to badger someone who is there to help you, just because you feel like your entitled for a refund for a product where you knew what the price was for months before it was released...
Erica...try a little more responsible reporting and pouring less gasoline on the fire.
Reply
Rich Wagner said 3:10PM on 9-06-2007
Mettman,
According the Amex CS agent I talked to moments ago, the iPhone purchase falls under their still valid Amex price protection guarantee. So call that number I provided before and they should take care of you.
- Rich
Reply
Jim said 3:14PM on 9-06-2007
Any word about Citibank anyone?
Reply
iband said 3:13PM on 9-06-2007
Yesterday, I called the number Rich provided today -- I was told no luck. I read Rich's post and called again. They said they normally don't cover it, but that would make a one-time exception -- no fuss, no muss. She took my info and said I would see the $200 credit, plus my 5% Maryland sales tax in the next week or so. AMEX rocks.
Rich, thanks for sharing your experience.
Reply
Brian W said 3:15PM on 9-06-2007
I used my AMEX card for just that reason. It helped me out when my week old G5 got struck by lightening. American Express was very cool about it. I had to get an estimate from the Apple Store and they paid for it.
This time I did not have to invoke the AMEX since I just got my iPhone (refurb) last week. It took 45 minutes on hold, but I got my credit today. Just enough for the a nano for my wife.
Reply