I imagine it has something to do with the "level" of credit card you have. My card is fairly high end; nothing in the $500,000 per year solid gold card league, but definitely not in the "sign up for this card and get a free pizza" type either.

The customer service has been outstanding. I've never spent a minute on hold, and of the three disputes I've had (one identity theft, one double charge, one true merchant dispute) they've canceled the charge in seconds without question. I received a confirmation letter in the mail about a week later and that was the end of it each time. It's been a completely different experience than when I had a "free pizza" card.