Chase will book air tix for you if you call in. I've done that to book up to W for use with GPUs, for example. No extra cost and the same 1.5c/point redemption. As for hotels I never use Chase for that for the same reason you cite.

Perhaps the CSR isn't the card for you. I certainly wouldn't pay the $450/year for both cards. I'll be dropping my PP card once my annual fee hits. I may even hit 2MM on UA by that point which will render that card pretty much worthless t me anyway.