A friend of mine has 500k SQ points that he wants to burn. Today, I tried to help him do so:

1) 2X20 minutes on hold with their Beijing office -- call dropped both times
2) 1.5 hours on hold with their US office -- they talked to me, but asked me to send them an email
3) email sent, but no response at all after 20 hours

(During my hold times, they constantly told me that they are the best airline in world; if they really believe this, they should staff enough people to talk to their customers in a timely manner.)