What's with the platinum concierge line?
Jan 14, 2008, 11:53 am
#1
Original Poster
Join Date: Sep 2005
Location: Toronto
Programs: AC SE, SPG Platinum
Posts: 141
What's with the platinum concierge line?
Has anybody else noticed that when you call the platinum concierge line, instead of getting connected to a human nearly instantly, you now have to navigate through "enter a number" hell before you can speak to a concierge?
The fastest way I can get through is hit "3", then enter your SPG number (I can't believe I have to do this everytime) and then you get connected.
I am not sure what I am finding more startling - the fact I have to enter some extra numbers and wait an extra 30 seconds to speak to someone, or the fact that I am this impatient!
The fastest way I can get through is hit "3", then enter your SPG number (I can't believe I have to do this everytime) and then you get connected.
I am not sure what I am finding more startling - the fact I have to enter some extra numbers and wait an extra 30 seconds to speak to someone, or the fact that I am this impatient!
Jan 14, 2008, 12:57 pm
#2
Join Date: Dec 2003
Posts: 113
Coincidence -- I was just about to enter a post on the same topic -- I just called the plat line (first time in a while) and ended up in automated voice purgatory; hopefully this is just temporary (like purgatory) but if it isn't the SPG marketeers might want to consider naming the voice like some of the telecoms and cable companies have done to help personalize the experience for the customer.
Jan 14, 2008, 6:55 pm
#3
Join Date: Jan 2006
Location: Bay Area
Programs: HH, PC, SPG, MR, GP, US, UA, AA
Posts: 3,466
Has anybody else noticed that when you call the platinum concierge line, instead of getting connected to a human nearly instantly, you now have to navigate through "enter a number" hell before you can speak to a concierge?
The fastest way I can get through is hit "3", then enter your SPG number (I can't believe I have to do this everytime) and then you get connected.
I am not sure what I am finding more startling - the fact I have to enter some extra numbers and wait an extra 30 seconds to speak to someone, or the fact that I am this impatient!
The fastest way I can get through is hit "3", then enter your SPG number (I can't believe I have to do this everytime) and then you get connected.
I am not sure what I am finding more startling - the fact I have to enter some extra numbers and wait an extra 30 seconds to speak to someone, or the fact that I am this impatient!
Jan 14, 2008, 8:07 pm
#4
Join Date: Dec 2007
Posts: 1,688
Since the Plat line # is publicly available on SPG website, would you rather to enter few extra # to ensure only Plats can reach the concierge line, or wait patiently for the CSRs to finishe referring the non-Plats to appropriate phone # before they start to help you out?
Jan 14, 2008, 8:49 pm
#5
Join Date: Jan 2006
Location: Bay Area
Programs: HH, PC, SPG, MR, GP, US, UA, AA
Posts: 3,466
Jan 14, 2008, 11:12 pm
#6
Join Date: Dec 2003
Location: LAX...Ex MAD Ex SJC Ex ORD
Programs: US Chairmans, AA Lifetime Gold, SPG Platinum
Posts: 845
I don't know what number you have, but I NEVER seem to wait for a SPG Plat concierge, nor do I use a phone tree. The Plat number does not seem to be publicly available. Please, fellow FTers, do not post it here.
Jan 15, 2008, 8:14 am
#7
Join Date: Oct 2002
Location: EWR
Posts: 245
Jan 15, 2008, 8:59 am
#8
Join Date: Nov 2005
Programs: Via 1 Gold, SPG Gold, Hyatt Diamond, Priority Club Platinum
Posts: 34
Call the preferred guest line
I tried to call the Platinum number and it said they were having difficulties.
So I called the Preferred Guest number, entered my account number and was transferred to the Platinum department.
Don't know if they resolved the issue. I let the two CSRs know there was a problem.
Hope this helps.
Redstorm
So I called the Preferred Guest number, entered my account number and was transferred to the Platinum department.
Don't know if they resolved the issue. I let the two CSRs know there was a problem.
Hope this helps.
Redstorm
Jan 15, 2008, 9:00 am
#9
Original Poster
Join Date: Sep 2005
Location: Toronto
Programs: AC SE, SPG Platinum
Posts: 141
And as cranrob pointed out, the number on the website (listed as platinum line) is the same one on the back of my platinum card.
Jan 15, 2008, 9:28 am
#10
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Los Angeles & Orange County, CA
Programs: Wouldn't you like to know?!
Posts: 23,822
1. Just tried calling. Got the usual msg and was immediately transferred to Platinum Concierge
2. It doesn't matter if the number is published or not. Whatever your request is, the agent will ask you for your SPG #. If you are not Platinum, BZZZZZ, seeya.
2. It doesn't matter if the number is published or not. Whatever your request is, the agent will ask you for your SPG #. If you are not Platinum, BZZZZZ, seeya.
Jan 15, 2008, 12:38 pm
#11
Join Date: Jun 2007
Location: Vancouver, Canada
Programs: HH Gold, PC Platinum, SPG Platinum, AM Gold, Avis First
Posts: 135
Same experience for me-have never got the phone tree, I am actually pleasantly surprised at how quickly they respond and the quality of service. Perhaps there is a different route for calls from Canada? Who knows....
Jan 15, 2008, 2:12 pm
#12
Moderator: Asiana & Qantas Frequent Flyer
Join Date: Dec 2006
Location: STR/SYD/SMF
Programs: QF Lifetime SG, LH HON, OZ Lifetime Diamond +, HH Diamond, Marriott Lifetime Platinum
Posts: 14,375
No button pushing contest when you call the Australian (aka Singapore) Platinum line at the moment. Hope it stays this way 
Jan 15, 2008, 3:10 pm
#13
FlyerTalk Evangelist
Join Date: Dec 2004
Location: Sacramento
Programs: UA 2MM/GS; SPG Lifetime Plat; MHC Lifetime; Tar Heel forever; and I "Dig the Pig" at Piggly Wiggly
Posts: 12,152
I had to make to call to 800 number today, and after the brief "SPG-Special Member Services" message and "This call may be recorded," the call was answered promptly. Time on phone indicated 13 seconds after dialling was completed.
Jan 15, 2008, 6:28 pm
#14
Join Date: Mar 2007
Posts: 3,990
My issue is slightly different. I have given up calling Platinum Concierge because I don't find them particularly helpful. Some of them are especially unhelpful.
I now use the online email contacts and usually get a faster and better response.
Go figure.
Cheers,
I now use the online email contacts and usually get a faster and better response.
Go figure.
Cheers,
Jan 15, 2008, 8:00 pm
#15
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,187
I agree, it is answered on the first or second ring most of the time and by a human. I ahve never had to enter a number.