I think, now, you are quite right.
The shame for me, is that I do seem to recall a 'better time', when I felt like the service actually added some significant value, but certainly over the past 18 months or so, not only has the scope of service seemingly closed, the general aptitude or desire to help, seems to have significantly diminished! I cannot seem to engage anyone to assist me or to add any 'Amex Magic' to my requests.