I've had nothing but outstanding experiences with American Express customer service, even in the past few years. Miles ahead of what I've experienced with Chase and other issuers.
I don't doubt it. They always treated me well on the phone, but when I needed them to actually fix a problem they fell on their face and thew up their hands like they were powerless. I ended up having to solve it myself which blew the whole point of using them. I may be an outlier.