No Platinum Chat in the new program

Old Aug 29, 18, 3:43 pm
  #1  
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No Platinum Chat in the new program

Is the plat chat gone? Always found that rather helpful...
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Old Aug 30, 18, 12:41 am
  #2  
 
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Just noticed that myself just now and NOT IMPRESSED. Who wants to use the telephone these days...
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Old Aug 30, 18, 2:02 am
  #3  
 
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Oh wow - I took care of 95% of my needs using chat. I only ever called if I didn't bring my laptop!
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Old Aug 30, 18, 2:41 am
  #4  
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I could not find a chat function as well.
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Old Aug 30, 18, 3:21 am
  #5  
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I've also been unable to find a dedicated Platinum Concierge phone number - any luck?

Ugh, this whole thing sucks.

khabah
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Old Aug 30, 18, 6:41 am
  #6  
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Originally Posted by khabah View Post
I've also been unable to find a dedicated Platinum Concierge phone number - any luck?

Ugh, this whole thing sucks.

khabah
Isn't it the number on the back of your card?
margarita girl is online now  
Old Aug 30, 18, 7:25 am
  #7  
 
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A few times while trying to make reservations I had a popup message asking if I'd like to chat. The functionality seemed very similar to the old chat, but the agents weren't as helpful. They were able to make a reservation for me, but then I had a couple reservations that I couldn't apply SNAs to and one I couldn't cancel online. It was clear that the chat agent was just trying to do exactly what I could do online. He ultimately just gave me the phone number of the hotels and told me to call myself.

But I don't see a way to force a chat, and the popup message hasn't happened since last week.

Last edited by spgplat21; Aug 30, 18 at 7:36 am
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Old Aug 30, 18, 7:43 am
  #8  
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Originally Posted by margarita girl View Post
Isn't it the number on the back of your card?
Ah. If it happens to be the number(s) behind the new card in my Wallet app, then boy, is my face Marriott red.

khabah
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Old Aug 30, 18, 7:45 am
  #9  
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I've still been able to use direct messages to @spgassist on twitter with mostly good results as recently as a few days ago.
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Old Aug 30, 18, 9:57 am
  #10  
 
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Originally Posted by khabah View Post
Ah. If it happens to be the number(s) behind the new card in my Wallet app, then boy, is my face Marriott red.

khabah
Not that it matters. Still takes them a half hour to pick up.
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Old Aug 30, 18, 11:09 am
  #11  
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In the dying days of the SPG programme they switched Plat chat to a Marriott system which was significantly worse than SPG (agents were not trained and didnít even get passed account info) but stopped working entirely after a few days when wait times went above the time that anyone waited. It was then withdrawn.

I can only hope they reintroduce an online chat facility when (letís not say if) Marriott customer service comes back online, and that they ideally learn some lessons from SPG and make it a moderately positive user experience.

It was was my experience with Plat Chat which made me commit enough stays to get to Ambassador in the first place. If I were to one year lose my Ambassdor the programme would lose a lot of its appeal if the next level down means little to no channel of communication to the programme for hotel bookings or queries.
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Old Aug 30, 18, 11:37 am
  #12  
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Rumors regarding the end to Platinum Chat are just that. See this site for more details.

It would seem that the reason chat cannot be had at the moment is the pressure of call volume on the call centers. I understand folks need/want to call since the merger, so no alleged "victim-blaming" there. It's just the reality of the moment at this given time. Platinum Chat will be available as call volume allows.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Aug 30, 18, 12:15 pm
  #13  
 
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Thanks William, and certainly understandable on call center pressures.

That said, those pressures are entirely of Starriotts own making. The poorly designed, tested and implemented combination of the programs, the botched updates and self induced issues are all issues, not surprisingly, driving this volume. Marriott needs to find ways to communicate with customers, not remove them.

For example, the fact that I can not merge my accounts is because of a slight variation in my name and it necessitates that I call an agent to make the change is absolutely ridiculous, and is illustrative of how badly managed this whole process has been.

Making matters worse is that Marriott has largely been silent on all this. Transparency and honesty can go a long way to soften the impacts of a negative situation. Apparently Marriott thinks sticking its head in the sand is a better approach.
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Old Dec 31, 18, 1:04 pm
  #14  
 
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No chat function on Marriott?

Loved this SPG and can't find it on MR. Is there one? Thanks
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Old Dec 31, 18, 1:27 pm
  #15  
 
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Originally Posted by schley View Post
Loved this SPG and can't find it on MR. Is there one? Thanks
no, I appreciated that feature from spg
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