I have had similar frustrating experiences with Platinum "customer service". I travel a lot on weekends and when an issue regarding Platinum service comes up, I want to be able to talk to someone about it, and no one is available. Do they just expect Platinum members not to travel on weekends? It is frustrating that the corporate adheres to a standard corporate Monday-Friday office hours and does not realize that their customers/guests don't always fit in to the same mold.
There are other threads discussing this, as well as many other weekend issues that they are disrespecting Platinum members on: