Spent 1.5 hours on the phone with them trying to book 5 domestic economy tickets. I didn't want basic economy and that was all the website let me choose. Was a huge pain to book, and she almost booked the tickets in the wrong fare class (basic economy B even though I specified I wanted G) until I noticed the price she gave me was too low. I also didn't get the flights I wanted because she said they were showing no inventory even though AA.com showed them both during and after I booked it. I even ended up paying a bit more ($30/ticket) because the other flight had to go a different fare class.
all in all, a pretty awful experience and lessens my desire to want to get and use chase UR points.