Good to hear you guys had a positive experience.
Unfortunately, my experiences with the SQ call centers have been bad the majority of times and I avoid calling as much as possible. My experience is from the last 5 years, with 2y as PPS. There didn't seem to be any difference between PPS or regular CS.
My most recent experience was trying to get a simple one-way Asia-EU award with one leg on a *A carrier booked - couldn't do it despite availability. I gave up, booked the SQ portion online and will get a separate train ticket for the last leg instead...
Well, at least your comments make me hopeful that I might have more luck the next time. Maybe I need to try HUCA more often...