Originally Posted by
CCIE_Flyer
No doubt what OP is referring to, though, has more to do with the culture of the rewards program, which I believe most with experience across the two would likely agree that SPG was, well, more rewarding. This extends to the general approach to customer service as well, which in the case of Marriott in recent years I'd be hard-pressed to confer on them anything so lofty as Sears-level status. K-mart, perhaps.
Is there anything below K-Mart service levels we can liken it to? I would actually say there is NO Customer Service at all right now from my own personal experience. Putting callers on hold for over an hour when they call in for a simple task (that should be doable on a website) and having a full email mailbox is simply inexcusable...even if their IT is having bigger issues with the integration than expected.
Their management has to be so far in denial at this point that it's ridiculous!