The problem with outsourced call centres overseas, whether phone or e-mail, is that the staff only get trained to respond to the say 438 questions that someone reckons is all they need to know.

I always think it would be more effective to actually post those questions they are trained in (and the anodyne answers) on a website so that you can do it all yourself a lot quicker, and know what you stand no chance of getting an answer to.

A further problem lies with staff being paid by the call handled, which just encourages the absolute minimum of effort before moving onto their next 8.2p worth.