Originally Posted by
bogan51
1. Correct, I expect the first line of support to have some knowledge and guidance as they are the first line ambassadors (Level 1 support) , or direct me to a MR supervisor as a Level II effort. Telling me they can't do anything is counter intuitive to me when it is their program.
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I did write Marriott, keeping to facts. The emotion is surprise and dissapointment that a great brand like Marriott is claiming they have no oversight in the merchandise portion of the program. This is probably more time with this than i planned on spending. the dialogue is very addictive.
Again, conversing with an uninformed CSR is not the same as writing to Mr. Marriott's office, admittedly the CSR should have done better, but they just don't know. Go to the top and work your way down from there. I'm pretty sure you will get someone's attention that will champion your cause inside the MR organization.