Cam,they must have had an off day.I don't have much opportunity to use the service,but I have had 100% acceptable concierge experiences.
A few weeks ago ,one tracked me down in the RCC lounge at ORD to confirm that I was protected on UA after AC went mechanical ^ I have at least 3 very positive events that they were able to help.

The LHR,FRA,YYZ,YUL,ORD,LGA and YVR people I have met over the last 7 months make this the 2nd best feature of SE status for me after instant KK.

There have been some new additions to the concierge teams lately(or I am just meeting them).

I still believe the service to be exceptional. ^