How'd you get your own assigned Platinum Concierge? I'd be much happier working with the same person instead of either waiting on hold endlessly or having to start over every time to follow up on something. They can't call out to customers and there's no way to call in and ask for a particular person or extension, so it's needlessly frustrating. And my perception is that many/most of the good ones have become Ambassadors, so that the quality seems to have dropped noticeably.