WhatsApp customer service in HK used to be really good (idk whether there is maybe a different WhatsApp service elsewhere) but in more recent years I've heard it's more hit or miss. Have also heard language can impact service - some saying English better, some saying Chinese.

I assume the problem right now may have at least something to do with pandemic related budget/restaffing issues - even with outsourced agents, who may have been less needed over the past few years. If they need to build back capacity it may help for them to gain more experience.