Not to mention outsourcing support to India. Had a phone call from hell once. Person in India had *no way at all* of telling me if a particular office was opened or closed, and could not connect me to anyone within the company that would know. Off topic as this may be, the US does need to stop relying so heavily on other countries, and stop basing decisions based on other countries' actions.
Aren't these policies about information sharing defined by someone sitting in the US? Any customer contact center is as effective and efficient as the information they are provided by the organization, this needs to come from the higher management. If you are receiving bad service, may be once, think of the role of management providing incorrect / incomplete information to folks talking to you.
Yes! I have karma to burn
Doubt is a pain too lonely to know that faith is his twin brother. - Kahlil Gibran