One of the nice perks of making Medallion was being able to talk to a trained, motivated and empowered Delta customer service rep at SMS.
Although my ICC experience had not been as extreme as quoted in the article, it had been frustrating each time I needed to call. SMS isn't perfect, but it's definitely a big step up.
Given that this board is dominated by people who have a choice in calling the general phone number or SMS, it's somewhat haughty to criticize non-elites that have issues with the ICC.
Really - when was the last time you saw a post like "I called SMS, they were worthless, so I called the ICC and got what I wanted"?
