as to the other stuff, we've had that crap going on so long even with local call centers, that I'm worn down bitching about it.  I've used the word "Kafka-esque" more in the last five years than I ever dreamed possible.  I actually find the India calls somewhat of a relief - the Americans get defensive and stubborn!  The Indians have no interest in defending our system and are very agreeable when you assert that things are ridiculous or make no sense.

Maybe we can eventually make language a complete impediment to understanding. -Hobbes