Mine was changed from my previous one, who I never used, to a new one a couple of months ago. After a nice email intro exchange at the point of change, I haven't tried to use her until this week. Monday, I sent her an email and asked a simple question and a favor as I wasn't in a place that I could reasonably call the hotel. Her work days/hours listed in her email signature indicated that she was in the office. Its Friday, and still no response.
So......back to doing things on my own as I've see this "benefit" as close to useless for the past few years. My original PL agent from ~10 years ago was amazing and has stayed a casual friend years after she left Hyatt, but that level of service is far in the rear view mirror just like FFN and G bonuses.