From what I can tell at the moment you're sometimes reaching agents who are looking on the website or some form of it, you aren't reaching an agent who has access to the full system. One trick that used to work is selecting the option for Mandarin during Singapore working hours and then hopefully reaching a Singapore based agent (who'll speak English), haven't tried recently myself. I was trying to book a flight on AV that the website was erroring on and gave up, they promised call backs but they never came
I once had an issue with them pricing up SIN-FRA-MXP as one award. I sent in a feedback form and someone called me back a couple of days later and sorted it out. Unfortunately now the feedback is taking a long time to get answered