You can call any DL number and either be directed to the proper queue because DL recognizes your # or enter your SM and be directed to the right queue. If you call the standard non-member line, you can still get yourself to the right queue and conversely, if someone provides you a # to which you aren't entitled, you will also be directed to the proper queue.

OP simply has a sample of one during a very busy time. Yes, he had priority. But, that priority didn't get him anything at that moment.

Try this 1,000 times at different times of day and in different mass IRROPS situations and you will see that it does work. Or accept that it works but that it doesn't mean that there is a dedicated agent waiting for just your call.

If the so called priority doesn't actually give me any priority, then why it's called priority? Sorry, I fail to understand that.
So how in works then? Who is deciding when I have the priority, and when I don't? Sorry for persistence, but I'm really interested how it works. (If it does work... :rolleyes:)

Sure, no one argues with that.
In fact, as per benefits web page, only DMs have those dedicated agents (dedicated VIP line).
It's just the question of ethics to say that you get something when you actually don't.

I'll keep an eye on this issue. So far I've made three attempts (yesterday and today) and there were no difference at all.

I'm not sure this is correct. AFAIK many of the Chisholm staff are dedicated PM agents, although when they're not busy with PM calls, they may handle lower tier callers. In addition, some DM calls overflow to Chisholm, although not nearly often enough IMO.

Also, IIRC in the past I had the impression that FO calls were typically handled by general agents, although FOs went to the head of the queue.

I thought exactly the same, that's why I got confused about my present experience.
Oh well.

I now understand that in your "nonelite" test, the phone line would not have been able to ID you by caller ID or your input. Didn't realize that earlier.

Still, I think the issue here is that while FOs do have priority over non-elites, that priority doesn't do a whole lot because there are a LOT of FOs, and they are more likely to call vs. non-elites, AND of the prioritized calls, they are still at the bottom of the list behind higher elites.

Unless you literally started two calls at the same time, one from an FO phone number and the other from an unidentified one, and then saw which one picked up first, this isn't the most valid test. DLs hold time messages give an approximate range - perhaps the FO call would be picked up in 28 minutes, and the non-elite call picked up in 30 mins. That's still a (small) priority.

All that said - I totally get that it's annoying and sucks to have to be on hold for any more than a couple minutes.

The different phone numbers are just smoke and mirrors. It doesn't matter what number you call. You'll be put in the right queue. You could be a DM and call the Platinum number, and once the system identifies you either by your phone number or SM number, your calls are afforded the DM priority. Similarly you could be a non-status flier and call the DM number and it won't get you any benefit.

And don't think you've got an exclusive VIP line, DMs. The same reps are handling calls for other tiers also. Late last year while I was still a PM, the agent answered the phone "Diamond Medallion Desk, this is xxxxxx" before correcting himself.

Yes, that's correct.
I was calling from a non-status phone, so if you don't enter FO SM number, then you end up as general member. If you do, then as FO.

BTW, I noticed a huge difference: on 3232323 line they say 'Hi', and on the elite line they say 'Hello.' :p

Hmm... Yeah, you've got a point here.

Here's what I just did.
Two phones, both are not connected to any SM account, therefore you're a general member unless you enter your SM number.
Two calls at the same time. To be precise, elite line was dialed 10 seconds earlier since it takes time to enter SM number. As it was pointed out, it doesn't matter which line to dial. Elite one asks SM number right away, general one - after confirming why are you calling.
It can be debatable at which moment you take your place in the line, at the start of the call or, say, at the 'okay, I'll connect you to the right person' phrase (I'm inclining to the latter), but honestly I think it doesn't really matter in this case.

Facts:

• General SM member
  • Announced waiting time: 0:54 - 1:34
  • Actual waiting time: 0:53:20

• Silver Medallion member
  • Announced waiting time: 0:54 - 1:35 (One minute more - what a coincidence! Lol :D:D:D^)
  • Actual waiting time: 0:53:14 (plus 10 seconds on top of that because I dialed earlier)

Result:
Waiting time is absolutely the same. No priority at all.
Those seconds of difference are within admissible error of the experiment. And even if it was like 2-3 mins, in comparison to almost one hour waiting it's still the same.

I'm really disappointed, Delta. :(

And, it's so much harder now to play HUCA game. :( Hopefully I won't need it.

P.S. Personally, I think that silver should be offended. I mean c'mon, silver is a precious metal and all that stuff! :D Wouldn't it be more appropriate to change the name of this level from Silver to, I don't know, Aluminum Medallion? :rolleyes:

Update:
Shared my concerns with Delta. Here's response:
Ugh. Did they even read my email? The problem isn't in the huge waiting time itself, the problem is in the fact that it's the same for silvers and general members.

I guess no one cares.

Linoleum Medallion