12 Replies Latest reply: Jul 7, 2015 9:03 AM by lexdevil RSS

Platinum customer service phone staff

clebert Platinum 21 Reviews
Currently Being Moderated

What is going on with the Platinum customer service line?  I called a couple of times last week to try to redeem an e-cert for a stay at a Marriott, and the customer service people seemed really disinterested and almost annoyed that I called.  When I finally did get one to help me (third try), she was ok but not super professional...working from home with dogs barking in the background, commenting on her pending divorce, etc.  What is going on?  The customer service folks used to be so helpful and seemed genuinely engaged in their jobs and appreciative of those of us who spend months of the year in Marriotts!  I am really disappointed.  My last few stays have been at Hard Rock/Loews or Hyatt properties, and those folks really seem to be better at customer service.  Maybe it is time to shift my allegiance over to Hyatt.  They have fewer properties but seem to have nicer, more updated properties. 

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum customer service phone staff
    ramoneur Platinum
    Currently Being Moderated

    I understand your annoyance,

    but looking at the bright side: the woman who was "working from home with dogs barking in the background, commenting on her pending divorce, etc." means you spoke with a genuine human,

    and not a scared underpaid overworked employee that has been beaten into submission and forced to act like an robot with a forcefully installed act-friendly-chip.

     

    Speaking the local languages, I also am sometimes confronted with the real human behind the "professional employee". Somehow I appreciate this more than the robotized friendliness.

    ...but, indeed, sometimes I just don't have the time/luxury for these "delays", or I just feel outright sorry, and can be annoying (or unsettling).

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Platinum customer service phone staff
      brightlybob Platinum 10 Reviews
      Currently Being Moderated

      IM with ramoneur here. It may be a bit weird from our end, but it's the future way, no more commuting and a real human being. I see it as an improvement to those awful mass call-warehouses...

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Platinum customer service phone staff
        pluto77 Alumni Steward Gold 25 Reviews
        Currently Being Moderated

        Only an improvement if the employee maintains a professional demeanor/environment.  As often seems to be the case, many employees/managers lose sight of professionalism when working from home (yes, many are successful at maintaining a professional decorum as well), and I can say that it is really annoying to be sitting in a conference room on a conference call, trying to address issues on a big technical project, only to be constantly distracted by the sound of barking dogs, door slamming, whiny kids, lawn mowers, airplanes, etc coming from the other end of the call.  It's starting to become a more frequent occurance.  I mean c'mon, these telecommuters need to either create a professional bubble and get their game face on when working from home or else schlep to the office.  And with Marriott, C/S, sometimes these people unfortunately don't have a clue.  If they don't know the answer, who do they go to for help when they're at home?

         

        And no divorce details, Marriott C/S.  We're not BFFs.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum customer service phone staff
    iahflyr Platinum 26 Reviews
    Currently Being Moderated

    She was probably annoyed because you didn't redeem it online and you took time away from laying by the pool and playing with the dog in the water.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Platinum customer service phone staff
      randomname Platinum 7 Reviews
      Currently Being Moderated

      Ditto.  I'm amazed at the number of people who show up at the airport, hotel, car rental, etc. without having done anything online.  Everyone else has to wait because of their lack of use of available tools.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Platinum customer service phone staff
        clebert Platinum 21 Reviews
        Currently Being Moderated

        So how do you redeem e-certs online?  I tried and tried and couldn't find a way.  Then when I did get a real live person, she said there was no way to redeem them online.  So where is this available tool you speak of?  Or am I the "tool" for failing to avail myself of said resources and being inconsiderate by calling customer service? 

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        • Re: Platinum customer service phone staff
          pluto77 Alumni Steward Gold 25 Reviews
          Currently Being Moderated

          There are a number of comments in old threads here on Insiders that can walk you through it.  Let us know if you can't find them.

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

          • Re: Platinum customer service phone staff
            clebert Platinum 21 Reviews
            Currently Being Moderated

            Really weird that the CSR told me there was no way to redeem the e-cert online.  Hmmm.  She also told me it was my lucky day because I was the last call she took before her shift ended.  Woo hoo!  Didn't the phone lines used to end up at a call center in Salt Lake City?  I sure miss those days   Really weird, too, that I have to plug in my MR # for the automated call then repeat it again for each live person I get.  When I call United Airlines, their computer recognizes my phone number, knows who I am, and immediately recognizes my itinerary.  While I'm at it, may I add that the Marriott app is really quite useless.  *sigh* 

            (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum customer service phone staff
    joshm Member
    Currently Being Moderated

    clebert,

     

    This is unfortunate to hear, and sorry it's something you had to endure!

     

    As always, I'd be happy to connect you to a specialist for help. Just DM if this is something you'd like to do.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum customer service phone staff
    702rugbyref Platinum
    Currently Being Moderated

    I have had no problems...up until now with customer service on the phone.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Platinum customer service phone staff
    lexdevil Platinum
    Currently Being Moderated

    Over this past weekend I had some trouble with points that posted incorrectly from the Dallas Marriott City Center. First agent on the Plat Premier line couldn't have cared less. Told me to call MR on Monday. When I explained that I am busy during the work week and hoped to take care of it during my free time, she refused. I asked for a supervisor and was "disconnected."

     

    Called back and got a great after hours agent. More problems after that and had to call a couple more times. All of those agents were super. But yes, there are some bad apples.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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