Since you're mentioning "Business Plus" Row 1 I'm assuming you're travelling on the 350/787 and not the 77W, as in the 77W that would be First Class. Not sure how the fare works for that but I know the seat is basically a "lite" version of the F seat.

I've had great experiences with the phone line so I'm not sure why they aren't able to help you. Have you tried their China phone line and ask for English?

Otherwise your best bet would be to try at the counter.