Huge proponent and user of concierge lifestyle services. Your experience with Ten and language translation could have happened with any provider, but all are supposed to subscribe to a third-party LanguageLine type service. Most call centers typically do so I'm surprised of the internal back/forth with Ten concierges. Literally, all that is required is a three-way call.

You're on the right path by always being nice. I try to stick with emailing requests (vs. phone).

Here is an SMS dialogue with Aspire requesting a Hong Kong city guide: http://www.flyertalk.com/forum/25669566-post44.html

If I have to call, I've found I have better luck with the evening crew. They seem more relaxed and helpful. Keep in mind evening requests don't typically get resolved until the following day, so that means at least 2-3 people have seen it (vs. if you call during the day, agents are trained in first call resolution).

If your desired restaurant is unavailable or times aren't convenient, Aspire does a great job following up on openings as the date approaches.

I noticed Citi Concierge has a new microsite for self-service (which is a new trend): http://concierge.citi.com

Let me know if you have other questions