Exactly.
Back in 2018, the bulkhead seats in J unexpectedly unlocked for about half an hour (about three days before my flight out of SIN).
I called SQ, and they had me in 11K within thirty seconds – now, they won't even bother to do that for you, even if you're non-PPS, and the seat is available to book.
(Had a phone booking in 2019 where SQ were able to this for me).
Rounding things off, wanted to upgrade my PE -> J for my October 2018 flight to SIN, and I got a useless agent who told me there were no commercial seats available (SQ site said four seats).
I hung up, called back, and got a lovely Singaporean agent who said I'd called through to redemptions, and needed to speak with his commercial colleagues, but that he'd take my details, and ensure they called me back.
25 minutes later, they did exactly that, although they EMD'd me $200 for the upgrade, which I found out later on via fare rules, they shouldn't have.
I miss that kind of service – lightyears ahead of what we get now.