One associate is trying to give some points to another associate. Both have the same office address. Associate one sent a e-mail to customer service via the link within spg.com a couple months ago and nothing happened. He sent another e-mail a few days ago. What if any magic is needed to get something like this done? How long does or should it take? Thanks

 

First of all, it sounds like the transfer you are referring to is against the terms and conditions.

"Starpoints may be transferred between two specifically designated Preferred Guest accounts sharing the same residential mailing address with the exception of Starwood."

Second, Internal transfers are usually one of the quickest transactions that can be done because the Starpoints move from one place to another within our system. There is no lag time once we get to it (once it is requested by a Starwood associate, it is done).

Finally, our e-mail response times are slower right now than usual. I have pasted some information below taken from a recent customer service thread.

"We have had an increase in volumes at the same time that we are trying to implement a new approach. There will be a significant improvement in response times over the coming weeks. We ask for your patience and understanding as we implement this new system with a 'one-touch' philosophy. The new system will create better customer service and should be completely in place by the end of May. Please note that this 'one-touch' philosophy is not a cost savings - it will be actually be more expensive to operate than our current procedures.

Follow-up e-mails are not necessary. Our response time is significantly slower than we would like (for now), but if you have sent an inquiry, it will be addressed. (follow-up e-mails only slow the process because each one has to be processed, read, and replied to)

We are working to bring our e-mail customer service in line with the high expectations we have set for ourselves and that you have come to expect from us."

Regards,

Dave "the back-up Lurker"
Starwood Preferred Guest

 

FYI. The key is between two at the same residential address. It will happen but as stated the system is a little behind. Thank you SPG.

 

This original post says office address and now your subsequent post says that it is going to work, and the key is residence address, and it will just take some time??

 

They both used a single residence address. Changed under account profile. Posts posted yesterday.