I've had this happen a few times recently. I call the glob line, ask to use a SUA, and after I've already been on the phone and answered questions, then they transfer me to this so-called "luxury" line where the agent is by all means less competent than whoever I normally deal with. It happened for an Andaz res (West Hollywood) and then again for Carmel Valley Ranch.

If I'm going to have to be transferred anyhow, is there a separate number I can dial in the first place? What a stupid change.