Mileage Plus Switch & Bate?

This is content to Mileage Plus Switch & Bate topic:
I redeemed 45000 miles for a 1st class LAX/MIA round-trip ticket for my mom. On closer inspection, the one-stop trip with connection in Denver, was only 1st class between LAX/DEN and DEN/LAX on the return portion. Fair enough as it was only option open to given my 85-year old mother some luxury. However, it turns out there was an equipment change on the 1st segment from a 737 or similar to an Airbus with only one class of service. Hence, for 45000 miles, my mom only got the return DEN/LAX segment in 1st class. As she didn't want to complain to me, I only found out after the fact that she'd flown in coach all the way to Miami.

Once I found this out, I called Mileage Plus to complain and ensure she would at least benefit from 1st class in the return segment and to enquire about getting a partial restoration of mileage points, say 10,000, given the change in plane and elimination of 1st class. Mileage Plus telemarketing reps referred me to Reservations saying only they could restore miles (lack of 1st call resolution resulting in increased call volume for United and dissatisfaction for me). I then called United Reservations and my claim was rejected by the telemarketing rep, but I asked to be transferred to a supervisor to escalate. After I waited for 67 minutes on hold, I called Reservations again on a second line, restated my issue and explaining I was on hold for 67 minutes, and asked for another supervisor without being placed on hold. After 3 minutes, a supervisor came on and after being told they could do nothing, I was finally offered 2,000 miles as compensation after I gave a 1-minute lecture on "the customer experience" or lack thereof. On principle, I declined the 2,000 miles and recognized that while they may not be obligated legally or by policy, a 10,000 credit was ethically fair as I could have gotten the same coach trip for 25,000 miles. The call ended without resolution.

However, there is a happy ending--except for my lost 90 minutes. During my initial 67-minutes wait, I sent an e-mail explaining my situation to Mileage Plus customer service under the assumption that as the recipient could likely read, I stood a better chance of receiving my 10,000 credit. After just 3 days, justice was served and I am happy to say United came through with my 10,000 mile credit and an apology for the service issue.

The lessons: from the consumer stand point, writing seems to work better than calling. From United's stand point: empower your telemarketing reps to be customer advocates.