Well, they might speak English "officially", but they often don't speak it very well.  I was on the phone with a tech support representative from Earthlink - when my email suddenly quit working - and it was a worthless experience.  His name was "Jack" but I have a feeling that wasn't his real name (no, really, I think he lied to me).  His accent was so thick that he had to spell everything phonetically - it took forever and he never was able to solve me problem.

For companies like Earthlink, outsourcing makes sense.  It is a relatively meaningless task and if you don't get any satisfaction you can yell at someone 6,000 miles away until you are blue in the face.  Earthlink has successfully outsourced the majority of their headaches.

Best,
Robert A. Franco
SOURCE OF TITLE