I have completely stopped using CSR's concierge, it's just pathetic. I now use AmEx Platinum Concierge and it is far better. One request was being handled really poorly (I asked them to help me find a cool cocktail-tasting date night for my wife; they kept setting deadlines for themselves, then asking for more time, then missing their deadlines, then repeating) until I asked to have a manager review it; one reached out to me shortly thereafter with profuse apologies and posted a $75 goodwill credit to my AmEx account.