[graf_von_anonym]

Judging by the avatars, I'd say some of us are Scottish too.

As for the Indian call centres, I'll just say what I always say, which is that it's because no matter what ISPs or insurance companies or roadside assistance firms do in terms of providing services, the reason most folk give for switching is price and when folk call to cancel [whether or not they've gone through any other support or complaint process] they can, more often than not, be retained by reducing the... price. So when companies keep seeing that people want things to cost less, and often care about it more than anything else, and this is something that they can measure, they'll do everything they can to keep costs down so their profits don't get too squeezed. This means outsourcing, cutbacks, off-shoring, delayed maintenance, service adjustments.

My point is this: don't vote with your wallets. That just ensures it's the only language they understand. Don't make this about nationality. That way lies petty jingoism, almost guaranteed offence. Ask for help you can use, and if you don't get it, ask again. Write letters. Change the venue, change the debate. There's a definition of insanity that involves doing the same thing over and over and expecting a different result.