We have a Chase Platinum Rewards card from like 2005, and it is NEVER eligible for a product change, but our other 2 chase cards, we product changed with no problems... so it is very possible that you happen to have one of the old reward cards that your stuck with.
For my Chase card (I see you've already product changed), I just sent a message through the website and asked which cards my card could be product changed to. They responded pretty quickly. I responded to them and let them know which card i wanted. No Phone time required.