During my many years as Plat I always got replies within 1-2hrs via email..sometimes in minutes...also extremely good and proactive service with some very complicated OW award routings etc.
Now as a lowly Gold it can take up to 2-3 days before they reply to my emails...clearly they classify the emails somehow. Or maybe they put a flag on my account as I have made it really clear to them how I feel about AY and AY Plus and reasons behind my switch to BA.