#10 thanks very much for that! ^ ^ ^
I am slapping my forehead!
We've lived all over the world but never thought of US as having overseas offices. We're HP customers but have done all of our int'l travel with other carriers. And I have $0.01-3/minute int'l rates, so cost of calling isn't a problem.
Truth is that I was very busy today, she called the Gold # because her client directed her to use US and it didn't work out. She cleared UA with her client and that was the end of it.
As I said above, I am pointing out that it appears that they don't have a solid understanding of call center mgmt when the service is this poor for int'l FFs with a less than coast to coast shut down.
Again, many thanks for the suggestion. We will keep this in mind since she will be working with this client for a few months at minimum. ^