What is your experience resolving issues with the Platinum eConcierge over email? I have tried to to resolve a couple of issues but it was useless.

Here is an extract from an email I sent them today:
>> I am very disappointed in the way this email exchange is going.
>> My first email went to XXXXX who didn't have all the facts so I replied and clarified the facts. but that reply went to XXXXXXX who didn't review the entire exchange and based the reply on the latest exchange only.

I am sorry but this is a waste of time because the exchange was hitting a different agent everytime and none of the agents could understand the whole issue because they didn't go back and review all the facts.

I have had a similar problem earlier in the year and it wasn't until I called a live person that they were able to resolve it. I have used Marriott Internet Correspondence Specialist and in my experience, they are much better.

SPG is a great program and issues/questions are rare but wanted to check if I should continue to use this form of communciation or rely on calling a liver person.