Originally Posted by
porciuscato
What I got from one agent was: "Yes, there are 8 seats available and you are on the top of the waitlist, but I can't clear it because the rule is you can't clear any upgrades if there is more than one GS on the waitlist [even below you]" !!!
They are apparently rolling out some new rules, but many agents appear to be improvising on top of those. The new culture seems to be: when in doubt, thwart the customer.
It is clear that GS isn't a priority at this point. If it were, even with all of the complicated rules that exist, a fundamental part of the training would be "these are our most valuable customers - spending in excess of $50K a year - and it's important that you accommodate them in all cases as best you can". Instead, it seems to be - "we're promoting you to a new desk. The status has this longer name - but it's basically just another category - here are all the technical nuanced rules you must learn or you will be disciplined if we review your record and you're making exceptions that aren't allowed".