Hi JRMChicago. There have been some glitches in our systems recently which has caused members to not see the correct detail. We have had some members let us know they are able to see the correct totals by logging into their account using a different browser. However, I'd still like to help Just shoot me a direct message with your Rewards number and I can take a look for you.
bejacob I humbly state that I disagree with your last sentence. Although this is hardly an emergency, I'd hate to be in a burning building with that approach. Why can't we ask for help or a better explanation? Why can't the CM's reply instead of you jumping in and telling us all we can't expect anything proactive. We are all members of this community and the community managers can tell us whatever they do or don't know about this situation, but with over 1000 views on my original post alone, you'd think that six intelligent staff could do more than they've done. Just look at the number of similar new posts appearing nearly every day! I'm sorry, but I do expect a proactive approach here. We are loyal customers. If I wanted to wait, I'd go to a bus bench, and even then, there's at least a schedule posted so I'd know approximately when it would arrive and take me to my destination.
The CM's response to date has been basically - "Sit tight, they must be working on it, or so we've heard". 7/23 will be a month since this issue was documented on other sites beyond MRI. What's a reasonable amount of time to "just wait" in your professional opinion? Would you ask a customer of your own company to "just wait" for nearly a month? Is this a burning building. No. Is this a lack of caring, communication, and proactivity on the part of Marriott. I'd let you and everyone else draw their own conclusions.
Here's my mindset. We've asked and got nothing. We've asked again. More people have asked. Still nothing. I no longer see the point of asking. Marriott IT has shown in no uncertain terms that this is not important to them. How long do we wait? I have no idea. I just know that everything we've tried so far hasn't made a lick of difference. Continuing to pursue it no longer holds any appear to me (not that it held much for me to begin with ).
By all means, keep holding their feet to the fire. We'll all be thankful that someone did, assuming it produces results. I'll cheer you along with everyone else.
Where you and I differ now is that you are still looking for a proactive approach. I think that ship has already sailed. Anyway, that's my opinion.
Are you reading this carat AndrewT melissaerb lindseyh @NathalieF <-- broken username) deannad We are asking you again and again to please do your job. The lack of will to inform this community is quite frankly astonishing. Even bejacob has stated above that he no longer sees the point of asking. Is this acceptable to you to have your MRI members feel this way? I really would love to see a joint response from all of you. Thank you. We do appreciate all that you all *do*, but this is one unfortunate experience where we do not see a real effort being made on our behalf. I speak just for myself - others can chime in or give up as they see fit.
Hi dansplan. We'd like to apologize for all the frustration this has caused for all of our members. As we've stated previously, our IT teams are aware of this issue and are currently working on a fix. We reached out to them again today and they have just let us know this should be fixed by the end of the month. We know it's been a long time coming and we're sorry for the inconvenience this has presented. Will continue to follow up with them until we've received word that everything is working as it should.
Incredible timing, I joined this community yesterday and sent an e-mail about this issue to customer service today, I wish I had seen this reply from you first! I was able to get the information needed from customer service though. BTW Starwood doesn't even try to have this info on their website, they only show lifetime nights, but that's because they don't include points as a qualifier for lifetime status. That should cause some interesting debates as the programs start to merge.
JRMChicago You can also follow along on the progess of the IT issue on this post - which is gaining traction is seems, but has yet to go viral in our little universe:
I contacted Marriott via the contact form on the web site regarding the zero Lifetime Points issue.
Given that I am about to turn Lifetime Platinum I was concerned about the zero Lifetime Points displayed.
Here is the reply:
Thank you for contacting Marriott Rewards.
I see you have been a member of the Marriott Rewards program since 1991.
Thank you for your twenty-five years of membership.
We apologize that there is a current issue with Marriott.com and the display of Lifetime Marriott Rewards points. Right now it is showing a zero for all members who view this information. Marriott's Technical Support department is aware of this issue and is working on a fix.
Since enrollment, you have accrued **** Elite nights and *,***,*** Marriott Rewards points.
Your current balance of Marriott Rewards points is ***,***.
Thank you for contacting Marriott.