Just used another swu yesterday. Took 4 calls to the diamond line. First issue was the wait list flight was not ahead of the coach ticket. This caused the check in process to use my diamond upgrade vs swu upgrade so priority was wrong. They fixed this and unchecked me in so I could run thru the check in process again... once I checked in I found that I was not on the upgrade list at all. This caused 3 more calls to the diamond line to fix. First call I was told I was on the list, even though I can see clearly I was out. Rather then argue I hung up and called again. Second agent said it was fixed now and that I needed to check in again. I did and still was not added to the list. The final call fixed it. Turns out the agent that wait listed me forgot to attach the certificate number and redemption code to the ticket. Thus the system would not process. Once this was fixed I was #1 on the list.
This really needs to get fixed....