I am about one flight away from bagging it in with US. I called reservations to get a RT ticket, PHL>RSW. Easy? Wrong. The agent could hardly speak English and when I wanted to upgrade with miles to First Class he told me that I could not do it and as a Preferred passenger, it would happen automatically a few days before. I tried to explain that with some mobility issues, I didn't want to leave it to chance (am now lowly Silver). He refused to get a supervisor to help. I gave up, got the ticket (which I had to do via the phone because I have a Mac and Safari won't interface and paid more!). Then I called up my old Platinum number and begged forgiveness (I have no Silver card yet) and it was done in about a minute.
Still Ranting and booking my Business class London flights on BA.