The different experiences may well be due to how often someone stays at a particular property. I'm a first- or second-timer at most properties, but I appreciate a Platinum upgrade regardless, the more so because Starwood does not provide Plats with free internet and free breakfast, unlike Hyatt.
At the Sheraton LAX a year ago, I wasn't upgraded and the engineer wasn't sent to fix a mechanical problem until I called a second time. But on account of this and more, the front desk manager awarded me a very significant points bonus in the morning. I've learned this is the way to earn SPG points, so I let the matter drop.