My guess is that the OP's reference to "MR" means he was calling Marriott Rewards (aka Guest Services). While it asks you for all kinds of stuff, including your Marriott Rewards number, it puts you in a general queue now and has since fall of 2011.

The best method to get to the front of the queue is to call Plat reservations and have them connect you to Marriott Rewards (aka Guest Services).

As previously discussed in the threads provided below:

http://www.flyertalk.com/forum/marri...ne-stinks.html June 28, 2012

Phone menu HELL Feb 3, 2012

See posts 5-8 in this thread for details and Marriott Concierge response: http://www.flyertalk.com/forum/marri...mily-rate.html Nov 19, 2011

[Sarcasm]Another wonderful enhancement brought to you by the geniuses at Marriott.[/Sarcasm]