Unfortunately, they axed the email interaction, so now, it's largely calling/chat.

When calling, I call direct to Hong Kong, to take care to get knowledgeable staff on the phone. Many other "local" country CX support numbers are just routed to something like The Philippines (might be a different country, I just gave up with them, so little experience).

As a DM, I called in on Friday, around 17:00 Hong Kong time and did have a 50 minutes wait time, having had my DM number properly recognized. Saturday, calling in around 22:00 Hong Kong time, my DM number recognized wait was 7 minutes.

So, what my suggestion would be is, to call Hong Kong, at the edges of their published opening hours. I do have the impression, the number (+852 2747 3333) is toll-free, since my VOIP bill only shows a charge of EUR 0.04 per call, independent of the call length.

CX: Oh, please get that interaction by email back ! I don't want to spend an hour on the phone, largely waiting for you, until somebody is available (or chat, the same issue). I want a reliable time-decoupled communication channel. And, CX, IF you have an issue with email itself, take care, there is a local "mail" function in the CX website login account with email notifications, to interact with CX (can't be that difficult).