Almost every time I have sent an e mail to "customer support etc" I have had almost the same reply word for word, each time it has been signed by what I take to be an Indian name..(from that I am assuming that it is the Indian Call Centre,I may be wrong)
What I do now is reply to that e mail stating that I am not prepared to call (at my expense ) and would they pass my, query, complaint, request for help to the relevant department.
Without fail, I have been contacted(within one or two weeks) by someone with clearly not an Indian name, who has always proved to be most helpful.
My feeling is that the Indian call centre is just buck passing and can then say " we have dealt with xxx number of calls this month" and that this reply is the default answer to almost all queries.
I may be wrong, but that is the impression I have