I have to say, despite the frustration of more than often getting contradictory/different answers to the same question(s) from different customer reps from the Guangzhou center (I now asked every time I called if they are the GZ or HK center), all the call-center reps invariably are very courteous, willing to help and even when they were not sure how they should proceed, they usually would try the things I requested them to try. For now, (despite the frustration of their inexperience), I'd still give them some leeway and will not put the blame on them.

One interesting anecdote: Either earlier this year or late last year, I once called into the HK number and reached a rep who spoke in Cantonese. I noticed she spoke with a slight accent, so I asked if that was the call-center in Guangzhou or mainland China. She kind of snapped back at me (I would not say she was rude, but she was obviously annoyed, perturbed and became a little agitated) and asked me a few times why I would ask her if she worked in the Guangzhou center and why did it matter....which in turn made me snap back at her and asked her back why she wanted to know why I asked her the question (at that point, I understood why she snapped back at me but my original first question was asked in a neutral manner without any prejudice). I don't care one way or the other where the rep is based. What matters is that someone can help resolve the customer problem/needs.

One more thing: During the calls over the past few days with Cathay, one GZ rep told me that there are a few different teams at Guangzhou and some teams are contractors and some is under CX and she said if I want to reach the non-contractors CX team in GZ, I should call during the weekdays during office hours. Night hours are usually the contractors teams. When I asked another GZ rep, she did not seem to know much about this. I cannot tell whose information is correct.