Originally Posted by toomanywords
I was on hold for 30 minutes before I could speak to an agent, from about 10:10 p.m. Eastern to about 10:40. When I finally got through to someone, she was very friendly, but had no seats available for 25,000 points on the flight I was looking for (I was trying to use points for a ticket for my girlfriend on a United flight I'm already booked on -- for May, so this is nearly six months out). There were practically prairies worth of open seats on the plane, but I couldn't get one for under 52,000 points, and I have only 49,000 right now.
In general, though, waiting a half hour to find out my points were practically useless was pretty disappointing. I'll still buy tickets with this card to get the double points, but for my run of the mill spending, I'm ditching it.
You are right about the waiting time on hold. Best way to bypass is like I did. You call Premierpass Elite MC customer service. If I remember correctly go for option 4 which is info about thankyou point redemption. They will transfer you to someone in Global Impact in seconds. I called them three different times on three different days by this route without any problem, otherwise it is a nightmare.