American Express Personal Finance, Business Solutions, and Travel Services
It's very hard to provide reliable 24x7 service. American Express ought to do well, but they don't. For example:
1. AMEX service for downloading credit card transactions to Quicken is out of order. This is an important function for me, so I use their online email service to complain.
2. I get an email saying they've got a reply online.
3. A week later I return to the AMEX online email service to read their reply -- but it's "temporarily out of order".
Why some companies can provide 24x7 service, but most cannot, would be a great topic for a Harvard Business Review study.