Believe me I was floored especially being a multi-million flyer getting the brushoff. Here is the letter written to me.
Dear Mr. Finken:
It is unfortunate that you have been unable to use all of the VIP Upgrade certificaates you received. We understand your desire to exchange your three VIP Upgrades for new ones that will be valid for another year. These certificates are a valued- and valuable!-benefit of the Executive Platinum membership, and we wish we could uniformly replace them upon request.

Prior to the start of the new elite membership year on March 1, you will receive your requalifying Executive Platinum materials. Included will be 8 new one way systemwide VIP certificates. we hope you will be more succesful in using these upgrades. At the same time, we hope you understand why we are unable to make an exception and replace any lost or expired VIP certificates. It's simply not possible to provide unlimited VIP Upgrade certificates as yet another benefit of Executive Platinum membership.

Mr. Finken, I hope you will enjoy the upgrade certificates you will receive with your year 2002 materials. You are one of our very best customers and we shall always work hard to make your travel pleasant and trouble-free.

Sincerly,

No mention I was promised that I could do this on the phone. Appartently many people must be flying coach saving the money and using thesde thereby hurting their revenue. I went over another million miles in Sept and have not received those 4 upgrades as of yet either nor my 2002 EXP package.