Hilton HHonors - Suggestions please Hilton Honors points lost because of a Hilton error

Please can anyone offer this diamond some advice?
I stayed at the Hilton Seychelles last year on a reward stay but my incidentals spending was I think about 1200 euros. I was incorrectly told that this spend did not attract base points. However I learned this year that that advice was incorrect. I emailed the diamond desk the week that I found out ( through a very helpful Flyertalk Member). They said that because my claim was more than 12 months old ( by a grand total of 5 days) nothing could be done.
I emailed again and ( as a reserved Brit) all of my emails have been polite. I explained that I understood the 12 month rule but as incorrect info had been given by a Hilton employee asked if some weight could be given to this. Two weeks later I had had not even an acknowledgement.
I emailed again today as I had received no info.I copied it also to the flyertalk hilton e mail address.
Have just had a polite email back from diamond desk stating that 5 000 points added to my account as a gesture of goodwill with an apology that I received wrong info but stating that NOTHING could be done past 12 months?
Am a bit upset by this. Have helped with the online Hilton community and give constructive feedback on my stays
What would others do in this situation?
All advice gratefully appreciated !

That's pretty poor service. My key lesson about dealing with Hilton customer service is that it's highly inconsistent. It might be worthwhile a few calls at different times to the day to the Diamond desk (where as I understand it you'll be put through to a range of different call centres) and requesting to speak to the supervisor each time.

There's also some "corporate" customer relations which others have aluded to, which I think might be different. Can anyone confirm?

Hilton Customer Service is a mystery to me - I still have no idea where to get Diamond centre contact details from other than on Flyertalk.

I actually think that 5000 points instead of like 15000 isn't that bad considering that per the T&C they owe you nothing. B.t.w are you sure that all your incidental spending was at facilities run by Hilton?

Try calling, when I want points I call. None of this emailing stuff.

If Chhat still works, use that. I heard it stopped a while back though.

WelshGirl, not all incidental charges are eligible for points. For example, transfer costs and excursion costs, spa costs may or may be, etc.

Have a look at your bill, identify those items that are legimate (meals, bar charges, phone charges, etc) and them make a specific claim at

diamond@hilton.com

Good luck

Try calling, when I want points I call. None of this emailing stuff.

If Chhat still works, use that. I heard it stopped a while back though.

I got CHHat to work once. When I did, all they did was tell me to call. Every other time I've tried CHHat, I just get taken to 3 separate login screens before I am returned to my account info. I've given up on it. Instead, I try one email. Usually that takes care of the problem. If not, I give them a call.

Just to let you know that the diamond desk could not help, nor could the person in Glasgow recommended to me by a fellow FTer ( thank you for the suggestion) . I can't be bothered to shout ! Thanks for all the suggestions