Non-Existent Customer Service for English Speakers in China

Well folks I need some help.
I am a native English speaker living in Southern China.  We do not have an Apple Store in our city.  As a result we have to go to an authorized service center.  So my story is real long and let me give you the short version.  My iphone 5 has a broken screen and a recall for the broken power button.  Its currently been sitting at the service center for four days. I have called the Applecare China number and have been selecting English service.  This bounces me to either Singapore or Australia. So a senior customer relations advisor granted an exception for the cracked glass. Problem is the service center has no one that reads a lick of English.  This to me is fine being that it is a small city in China.  So the situation is that the service center does not know how to process my phone even though there is an exception for the screen and a recall for the power button.  I have been calling once a day to the Applecare number asking for an update.  Each day I get transferred to the senior customer relations advisor that promise to research the situation and call me back with an update or resolution.  Sadly I am on day four and after speaking to a total of 10 regular agents and 6 senior advisors and not a single person has called me back nor has my phone been repaired.  I am growing increasingly frustrated at the lack of movement on the repair of my phone.  I have gone into the service center 5 times and they are waiting for instructions from Applecare China.  The first time I went in they wanted all my original receipts and passport.  As an American that has taken defective items back to Apples Stores around America I have never met this level of scrutiny.  The phone clearly has a serial number and EMEI number.  So I am confused why China consumers are subjected to this scrutiny. There seems to be a major communication gap between the Australia/Singapore and China operations. Supposedly my case is filled with English and Chinese comments.  Sadly there has been no one that can read both English and Chinese looking at this case file.  As soon as I select English I am bounced out of the China Applecare world.
After a total of 6 hours on the phone I am no closer to getting my phone back.  Does anyone have any suggestions on how to approach this?  I have the emails of 3 senior customer relations of people that I have been dealing with. Sadly none of them seem willing or able to assist me?

tfong010veryunhappy wrote:
duh. I thought it was pretty evident in my previous posting. I apologize as I was under the impression that most of the users on this board are native English speakers.
Yes, a large number are. However, that doesn't change the fact that you don't appear to have asked a technical support question that can be answered by fellow users.
I will break it down in more simple terms. How do I get my phone back from Apple?
Your post indicates that it is not Apple that has your phone but rather an Authorized Service Center. What happens when you ask them to give it back to you? Are they refusing to return it to you?

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