NW CS is still alive and kicking. You just have to know how to get through to the MN-based pm-NW CS team. It is doable. The difference between responses from ATL and MSP (check e-mail headers and trace the origin IP to be 100% sure, though there are other easier ways also to tell) is like night and day. Though, admittedly, ATL is starting to get better - occasionally (perhaps DL wised up and put the NW CS managers in charge to clean up their act and re-train their ATL CS staff).

Also the DL (actual DL, usually SLC) reservations phone staff seem to be getting better and better. I had very good service from two agents just two days ago on an award flight (just never mind that it still takes nearly two hours to issue a ticket and always "internal help desk" must be contacted, it seems, for every single ticket issue or re-issue, with its lengthy holds and all). The distinct impression I get is that DL has finally losened it's reigns on its staff and at least for PM and up agents has given them more leeway and told them to do what it takes (within reason) to make the customer happy and be accommodating, vs. always trying to fleece the pax for ever last penny. It really is getting better, so a ^ to DL on that. I notice the improvement and appreciate it and the new more customer-friendly attitude of the PM phone agents. At least, based from my experiences.

Back to CS (not res. phone agents): as a PM it's not that bad, but as anything lower (and for sure as Silver) it's totally useless contacting DL. I know so from some colleagues trying to get DL to resolve a few simple issues. Talking to the general DL (ATL-based) CS is talking to a brick.