Urgent: Unable to Return Old Device through AppleCare Express Replacement

Dear Apple Support,

I am writing to express my concerns regarding the AppleCare Express Replacement program. On the 21st of last week, I received my new device. However, I am encountering difficulties in returning the old device.

The parcel was shipped from Singapore to Malaysia, and according to your website guidelines, GDEX service should be used for returns within Malaysia. I attempted to contact GDEX, but they were unable to assist me because my original package was delivered by DHL. Following Singapore's return policy, I contacted DHL, and they informed me that I need a new waybill label from Apple, as my package only has one waybill number.

Since receiving the package, I have been in constant contact with your customer service, yet every representative has asked me to wait. Each call takes over 20 minutes and incurs significant international roaming charges due to the calls originating from Singapore. These calls are frequently disconnected, and the customer service representatives seem unfamiliar with the process and have redirected me to contact GDEX and DHL on my own, which I am unable to do without a new waybill number.

Additionally, I was transferred to Chinese customer service by one representative, who was equally unacquainted with the procedure. I am unable to find an email channel for further communication.

Given the urgency of returning the device by December 3rd, I kindly request immediate assistance in resolving this issue. Please provide a new waybill label or a clear course of action to facilitate the return of the old device.