jd2683 - yes, I called the standard number. Yes, they are not able to assist you. They need to reach out to a separate SM team. Out of the 3-4 calls (then PM status), I have never spoken with a SM rep; the standard CSR contacted SMR and spoke on my behalf. It was a lot of repeating myself. I eventually got tired of it; in retrospect, not worth my time. After my last call, they promised a response in 48 hours. In less than 24 hours, I received their decline email - perhaps, they were tired of me :-)
Again, I don't disagree with Delta's overall strategy. As good as their benefits are and being one of the best and reliable carriers out there, I do wonder about their escalating airfare costs relative to their competitors. For example, I'm booking a cross-country flight in May: ~$800 DL Main cabin vs ~450 AA Main cabin (similar itinerary). As a Silver M, I will unlikely get an upgrade and I can use AmEx Plat/PP lounges instead. This trip, I will use my companion certificate (via Delta's AmEx Plat card). In the future, I'm not sure how "loyal" I will be to Delta - I'm not a millionaire who can spontaneously throw out $$ or frugal as to resort to discount airliners. For nearly half the cost, e.g., to Rome, Italy, I think I'll forgo the benefits of Delta and instead enjoy Italy's food and wine all the more.
Wish you best with your process, and hope you have a better experience than me.
~fly2eat