I don't think the merger has much to do with it. I personally think they have a bunch of new agents that have no clue on how to provide customer service, and they don't know how to assist. I think it is an attitude + training problem. Sometimes they are even rude, which I have never experienced before until recently.

I think training is desperately needed, not only physical knowledge, but also basic customer service skills. These new agents should also be advised the customer service standard that SPG is known for. As the platinum desk has always been very efficient and helpful before.