Originally Posted by
Hydro88
I don't know how the allocation of Concierges actually works. On the few occassions that I've sent a message to the email address (which appears to be a generic one), different people have replied.
You should have been contacted by a concierge from a personal e-mail address. Others may check / respond from that e-mail address when the named concierge is off.
The concierge is good for simple administrative tasks (applying TSUs, missing point credit, etc.) and e-mail is an efficient way to handle these issues. It certainly beats having to take the time to phone in. While the program certainly could be better, I value the service provided in its current state.