Good luck with the "non-canned thoughtful response". All of my responses from United are canned. I can even quote them verbatim now.
I, too, am a Premier member on United. Flew them for years, never complained once. The one and only time I complained (items missing from my gate-checked bag) was dealt with nothing short of indifference so far. Still waiting on the Customer Relations call I was promised a week ago. No luck so far.
The good news is that other airlines will often extend elite status to you when you explain this sort of situation to them. I just did so as well.
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