I was also contacted via private message by one of the HHonorsRepresentatives here on FT after I made a post inquiring how I might get retroactive credit for a promotion I was not aware of. I promptly received the credit.
When I wrote and thanked her, the rep then made the "if there is anything else I can do for you" reply. "As a matter of fact," began my response. That inquiry was passed along to a corporate Customer Resolution Manager who promptly contacted me and made a very generous offer to assist me.
I am not a road warrior like many of you, barely making diamond every year. The few times I have contacted customer service my experiences have been handled by capable and competent representatives who have understood my questions and have worked diligently to assist me. This is 180 degrees from the reps at AA, Delta and Useless I have had the misfortune to speak with.