Yes, I'm based in the Seattle area. I called the US number (800-262-1234), which automatically connects to the New Zealand call center.
After I had the positive experience and posted about it here, another family member called for a refund on their ticket but were told they would be charged a cancellation fee. I had them call back and they got it sorted out quickly the second time. But it does highlight not every agent is up to date on the rules and regulations.