I don't want to cover BM's ass but there's something strange in your story.

I had a servicing request with BM and they provided me with their UPS account as well so they covered the shipping cost for me entirely. I had no trouble filling the form with their provided ID and my local UPS staff accepted my package.

The collection process was indeed an abandoning experience. I think it took more than a week after arrival into HK before the status got updated. Their explanation was that the item was only considered "collected" after they transport the package from HK into SZ, which would take more than a week. I found this a very sorry excuse and they could at least improve customer communication.