They are the most rude, uninformed agents I have ever come across. On the other hand the agents in India go out of their way to get things sorted out. I actually see myself call the 800 number outside the US / Canadda working hours, since I get connected to the India call center.
The call center / reservation agents in the US are consistently rude, lazy, uninformed - always get different answers with different agents and it sure feels like they are being forced to 'help' or 'assist' EK's customers. (not very good for EKs premium customers). eg. I was told I cannot change my flight when I was on a F ticket (full fare - not even booked on A). Called again, got connected to the India call center, and voila, got it changed, as it was supposed to be. This is just one instance, I could go on forever with the issues I have had with them.

EK: Wake up and get things right. You are a great airline, but if first time customers get call center agents like how I have experienced in the US call center, it is not a good first impression.