Originally Posted by
longtimereader firstimeposter
but shouldn’t I be able to email a normal mailbox and have this sorted out quickly? I just don’t see it necessary to have a single point of contact to chase down points for me.
In the new Marriott I think this service is necessary since the platinum desk is so abysmal. In L-SPG I could chat or call in and get a helpful platinum person who could help track down lost points. I ideally would prefer a dedicated “super help desk” instead of a single point of contact.
Absolutely!
But you may be inadvertently ascribing the crime to the wrong group. Ambassadors and the Ambassador team handled emails and calls super well and were very responsive...until Aug 18.
Then Marriott screwed the pooch with an epic series of IT fiascos and asinine tech choices. The new IT eliminated the secure servers where Ambassadors saved vital information for their guests. The new IT changed Ambassador email addresses and/or servers, causing many if not most Ambassadors to never receive the emails sent to them or be able to access voicemail messages left for them. The new IT prevented emails that otherwise would have automatically forwarded to the General Ambassador service when your own Ambassador was unavailable/away. The new IT thereby also slowed the proces by which new Ambassador guests heard from the program and even were assigned their Ambassadors. The new IT also changed and often precluded Ambassadors from doing what previously were pretty routine tasks.
That’s all in addition to the inaccurate and incorrect details that were being caused by the merged IT systems. Ambassdors were just as out of the loop to fix those as anyone else until the IT people finally got around to them. They still are trying to fix IT errors.
The Ambassadors haven’t screwed up as much as the Marriott IT team and IT choices that crippled their ability to effectively do their jobs. Those IT mistakes are slowly being remedied, and so we are seeing better Ambassador results and the Ambassadors and Ambassador team finally are getting workable systems that actually allow them to do their jobs!
Of course, you’re always welcome to contact the regular Platinum line. But you’ll soon discover that Ambassadors are far more capable to help you once they have their systems working to let them do their jobs.