I haven't had contact with SAS service a lot so far, but the one time I did they turned out to be the most useless I can imagine. A 2-leg flight (domestic US to ORD and then to CPH) and no luggage at the arrival. Yes, it is for sure not the fault of SAS that the luggage didn't arrive with the flight, but their support was horrible. On the next day, the luggage was brought to Copenhagen - but SAS was not willing to or capable of telling us on which continent the luggage is, after it has been brought in THEIR plane to THEIR largest hub with a "rush" sticker on it. Luckily Copenhagen airport has a fantastic location, so we just went there, and thanks to the friendly airport employee we could retrieve the luggage. If we had left it in the hands of SAS, the luggage would have never arrived on time before our departure and created lots of annoying hassle for us.
THe most amazing/annoying part about this experience was that it was simply the ignorance of SAS that lead to the frustration. If they had just told us: "The luggage arrived in CPH and can be picked up there today or will be delivered tomorrow" then we would have been super happy with SAS.