Has anyone else experienced a horrible customer service experience on the platinum line recently? I've had 2 issues, and neither has been remedied. I made first contact attempt on August 4. 4 online customer support requests later- all unanswered. 2 phone calls that I actually got a representative (3 that I hung up after 30 minutes), and they were 2 of the least helpful, apathetic, and downright rude customer service experiences I've ever had. During my call to the platinum elite line last night, I asked to speak to the supervisor twice...the agent refused. She put me on hold twice: once for around 5 minutes and again for almost 20 minutes. Both times, she came back on the line and said "my supervisor said..." That's not what I asked for!
I recently received Hilton Gold status because of my Platinum Amex...thinking of cancelling my 7 upcoming Marriott reservations and heading over to the Hilton side!
I have had two answers come back from the on-line customer support and both have been pretty high level and either not answers to the question or just lacking sufficient detail to help me. One phone rep actually helped me, but it took two weeks for the solution to finally post (20k bonus points from a credit card referral) and the other answer was simply incorrect based on some feedback from a few reputable Insiders....The help lines have not been much help at all.