I've used them easily by phone with the EXP desk. I crossed 2MM during my time as Platinum (between two stints as EXP) as it seems from your profile that you did; got the four VIPs; and at that time also ran into trouble using them with agents who didn't know the drill. (The "Platinum desk" number is just less waiting to reach the general agent pool.) I suspect that's the problem here - the number of non-EXPs who get them is small, there are a lot of agents in the general pool, most of them probably never see one, and I doubt their training spends much time on them.

I'd suggest calling back to see if the next agent is more familiar with them, or at least has heard of them and doesn't mind figuring out what to do. Or, if the person seems helpful otherwise, suggesting that he/she look them up. Does anyone know the Sabre code they should look for?