I never thought that MR customer service was very good, starting with the separate elite phone numbers for rewards versus other issues and at times the difficulty of finding the Plat or PP numbers to use. IIRC PP had one number , but if you were calling about a rewards issue, they transferred the call to the main rewards number and not an elite rewards number. I also had some appallingly bad PP agents (or at least I called the PP line in the middle of the business day and they person claimed to be a dedicated PP agent) who seemed to know nothing about hotels or travel so that I had to explain basic concepts/issues to them. It also seemed strange to me that the PP line kept such restricted hours, again with it apparently being forwarded to some general call center after hours instead of forwarding to the Plat line.

Still, it was much better then than now and especially I never experienced holds that lasted for several hours or (correct) elite phone numbers going into black holes consistently.