I have been leading the moans and groans with the debacle of the help lines. It has to rank as one of the biggest fails in Marriott history.
That being said..... I called twice in the last seven days and on both occasions, after fighting my way through the robot, my calls were answered quickly. Both agents recognized my phone number and had my account info handy. The knowledge level is still not close to the old Marriott crew that was jettisoned, but they were helpful and polite.