I am glad it worked out for you at the end even though I am not convinced the grass is necessarily greener on the other side if we were to compare CX to SQ for example. Personally, I think SQ's ground services are lights years ahead of CX due to my past travel experiences with SQ have been outstanding for me. I can think of several examples as to how SQ truly impressed me, for instance, years ago when SQ still had their old Silver Kris lounge in SIN, there were concierge staffed there whom I can ask to do virtually anything for me. All had I to do was tell them my name, flight date and time, even if it's a week from now, you can be sure it will be done when you come back to SIN. That's how amazing it is. They will look up the information for you, no need to memorize your booking reference number or anything like that since who in their sound mind will try to memorize such a thing.

Or another time, I stupidly put a laptop in the checked luggage, naturally it was damaged during transport. The SQ staff @ SIN handled it with amazing professionalism, she actually closed down the SQ First Class check-in queue just for me, personally escorted me through secured area into their baggage claim services and reimbursed me over $600+ USD in repairs for something that was essentially a fault of my own. So for me, SQ has always been amazing.

But then I have colleagues who traveled from Canada to Bali on SQ on Aeroplan award ticket for their honeymoon later who told me SQ wouldn't even entertain their damaged suitcase claim when one of the wheels was damaged during transport. And recently, in the SQ forum, something similar happened to another chap on FT, whose damage suitcase claim was mired in a bureaucratic loop for months without solution by SQ. So while I am tempted to say SQ is better than CX service wise, it has to be pointed out YMMV. When I have issues with CX, they always respond timely and so far, they have been satisfactory. Doesn't mean I didn't have to escalate from times to times or run into bad apples either but honestly, CX customer service is still very good overall, despite all the inconsistency.

I wouldn't judge an airline based on an one-off incident.