Mags, I think the assumption is based on customers whose only experience of VM CS is speaking to India. I've had conversations by voice and by email with them that are very obviously scripted. It is extremely frustrating. But the upside of it is, many more of the people that come through to your extension are going to be almost pitifully thankful just to be speaking to someone who is empowered to deal with the issue rather than merely categorise and close it down. Hopefully that makes things just a little easier for you.
