I would agree with you, the customer service has seen a large decline. On another thread the issues of the elite line was discussed. I can't seem to find it now.

But there was pretty much agreement that all elites MVP, Gold, and MVPG 75k all get lumped into one line with no priority outside of that. On that thread, they also mentioned AS was staffing up with lots of temps.

In customer care, there is also quite a large backlog of emails as reported on that thread.