FlyerTalk Forums - Progress In Online Support Coming?

So I sent an e-mail to customer care wanting to know why my SkyMiles ticket was booked in business class price mileage even though only one of the legs was business, not the rest.

I got a response that not only didn't answer the question, but was completely incoherent. I complained back and got a response that offered some explanation and completely fixed my problem!

Dear Mr. *********,

First, let me apologize and thank you for your time. We are aware that
some of our customer responses have not been up to the expected Delta
standard. We are working directly with agents, and have taken steps to
have all of our Elite e-mails answered by agents here in the states.
I do agree with you that our previous response was incorrect and a waste
of time.

I could explain in detail the way the SkyMiles program works; however I
feel it would be better to just go over your ticket specifically. When
your reservation was made first class was not available on the leg from
Shanghai to Tokyo's Narita airport. The ticket was issued as a round
trip from Shanghai to Saipan. The mileage was calculated from origin to
destination, and the stop in Tokyo is considered a connection. On your
reservations where Tokyo to Saipan was confirmed in first class it
charged first class mileage from origin to destination. The return
flight is all confirmed in coach class. If first class were to be
available, it would incur additional mileage and a $100 change fee.

As an exception I was able to confirm you in first class all the way
from Shanghai to Saipan. I have assigned you seat 10 K, however if you
pull your reservation on delta.com you can select an alternate seat if
you so prefer. I have reissued your ticket to reflect this and sent you
a new e-mail receipt.

Mr. **********, thank you again for giving us an opportunity to respond to
your concern. We very much appreciate your Medallion loyalty to Delta
and look forward to the privilege of serving you again soon. If you
have any further questions please let us know.

Sincerely,

****** *****
Customer Support Supervisor
www.delta.com