<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by 200 ngts/ 200 legs/year:
Reply- "Sir you can only challenge back the level you lost, please make a choice".
Reply-“Sir- This is MARRIOTT you do not get to pick and choose what you can get, these are both gifts to you”
Reply- “Please hold”
"My supervisor says no way that you are asking to go from Zero to Plat".
We go around for 5 mins, the agent gets hostile (raises her voice and says “I have been here 2 years and I KNOW that this never happens- are you calling me a liar?”). I remain calm and continue with basic logic, asking what I should do, quit my account (agent replies if you want to forfeit 500k pts go ahead) and ask for the challenge on a new account, send in faxes of my other status? What could I possibly do to make me eligible for a Plat Challenge.
Very important to note that never once did I get excited or angry, although I think my calm disturbed the agent. Did not even take offense figuring that the agent was either misinformed or playing her role. I asked on more than one occasion to speak with a supervisor to short cut this but she kept putting me on hold to “check with her supervisor”.
Eventually the agent says fine if you do not believe me talk to my supervisor.
Whole exchange took more than 20 min..... </font>
Really unacceptable. I'm not speaking of whether the agent had good info or bad, just the arrogance and lack of respect for what should be a valued customer. Certainly doesn't sound like the Marriott culture Socrates frequently mentions, and which should distinguish Marriott from competitors. But how can this be corrected if you are not willing to mention the name of the agent to a manager? I assume the agent will just treat the next customer in the same way.
[This message has been edited by ohmark (edited Mar 02, 2004).]