"I apologize that you feel that way..."

What are the worst, least genuine, most off-putting words you can hear from a customer service representative?  I think it may just be, "I apologize that you feel that way."

I just called American Express for what seemed like a simple request, only to be denied.  I questioned the policy and was basically told, "that's just how it is," which may be the second worst thing you can hear from a customer service rep.

I have written before how happy I am with my Hilton Honors American Express card.  I think the value returned in the form of free hotel stays as a percent of the spending required to obtain the rewards are among the best available compared to any type of reward card.  I have amassed a large number of Hilton Points by using this card, which I plan to use on our Honeymoon.

In fact, I use this card for most of my business expenses.  As a result, I routinely charge large amounts on the card.  My monthly bill is usually more than $2,000 and I have never been late on a payment.  The only problem that I have is the due date.  It is routinely a day or two before I receive payment for many of my business expenses.  This creates a monthly cash flow crunch.

I called American Express this morning to request that they change my billing cycle by just a couple of days.  If they could push back my billing cutoff date by two days, it would resolve all of my cash flow issues.  Well, guess what.  They couldn't do it.

"Why?" I ask, "I have done this with other cards.  I understood that it was a simple request."

CSR:  "Unfortunately, we cannot do that with this particular product."

Me:  "And why is that?"

CSR:  "We just can't.  There are other products for which we can do that, but this isn't one of them."

Me:  "Well, that doesn't make much sense."

CSR:  "I apologize that you feel that way."

Me:  "It doesn't matter how I feel, it's a fact that this is a simple request and it's an arbitrary and silly policy not to accommodate me."

CSR:  "I understand, but there is nothing that we can do for this particular product."

Me:  "Well, as you can see, I use this card quite a bit.  I would hate to have to change things because of a simple request that you couldn't accommodate."

CSR:  (sighs) "We appreciate your business, but unfortunately there's nothing I can do for this particular product."

Me:  (finally realizing that I am speaking with a brick wall) "Well, this is a bad policy.  Buh-bye."

CSR:  "I apologize you feel that way.  Have a nice day."

You know, in the end, I'm not going to use this card any less.  Sometimes it comes down to service vs. quality of product.  In this case, the quality of the product wins out.  Hilton Honors also offers a visa card by Citibank, however you only receive two instead of three points for every dollar spent.  That's a huge difference!

Oh, and why do the words "I apologize that you feel that way" bug me so much?  Well, first of all, you aren't apologizing for anything.  Second, you're putting it all back on me.  It's like saying, "our policy makes sense.  The fact that it annoys you is all on you.  I'm not going to apologize for the policy, I'm just sad for you petty person that it annoys you."  I guess I'm just looking for some concession.  Not monetary or anything like that.  Just some human recognition of the absurdity of it all.

When I worked in customer service, I would routinely concede that a policy doesn't make sense.  The customers aren't stupid.  They know that I can't tell mega-bank to change their policy. 

If this CSR gave me a simple, "I know.  I don't think it makes sense either.  But because of the agreement with Hilton Honors they require certain cutoff dates so that we can properly credit your points.  So, unfortunately we're stuck on this one."  We would be all copacetic.  Even if it was BS, I would be like, "okay, that's cool.  Thanks for trying."  Instead I get, "I apologize that you feel that way.  Have a nice day."

Oh well, just an annoying way to start the day.  But yes, I think I will have a nice day.

Comments

[Kira]

It gives the air of "I have no problems with having done it, and I think you shouldn't be pissed off about it."

[Kira]

It gives the air of "I have no problems with having done it, and I think you shouldn't be pissed off about it."

[Lou]

i have this same card and requested a payment date change as well to get it in line with my other CCs so I could remember to pay them all at the same time.

i had a better explanation from the CSR. the CSR i talked to said that the payment/statement closing date could not be changed because of the Hilton Honors reporting period. they could not change it because of the timeframe that they had to report points earned to the HH system.

i don't know if that's true or not. i've used this card and reaped its benefits on my recent honeymoon. for me, its benefits surpass the inconvenience of having a payment date different than my other cards.

[Roro]

My response: "Well, I apologize that I have to go over your head." Your manager/supervisor please?"

And I'm inclined to go through several layers of managers (carefully getting the correct spelling of names and titles) with my problem, until I get a satisfactory answer.

I've been known to research the internet, find the Department Head's name and write to the Department Head and the CEO about the problem (sometimes with careful yet polite mentions of my next step -- the media (consumer reporters in my area).

Just go to the "INVEST IN US" or "INVESTOR" section of the company website . . . there you will find all the information you need (who's over what department, corporate address and phone number, etc.) I've been known to give the Department Head a little call or a nice fax about a situation.

I've gotten great results. I like stirring up the pot. (And no, I don't have a lot of time on my hands -- I just like to be treated correctly. And I'll take time to make sure people who are serving ME do the job well.) Yeah, I'm a little bitchy, so what.

Roro

[Tim]

"I'm sorry, I can't help you." or perhaps "Can you hold please."

[bluntmoney]

You should have apologized that they were passive-aggressive. Regarding the bill date/cash flow issue, have you looked into making payments online? If you could get a head start for just one month and pay the entire thing when YOU want to pay it, you can at least have only a small amount due on their official due date.

[Hazzard]

Yet another reason for me to hate commercial banks. I will never use anything but a credit union again!!!
Hazzard