Most of the time, when you bring up an issue to one of these foreign-based CSRs, you can hear the clattering of the keyboard as they google the same answers you already did before calling. They are almost certainly contractors, not company employees, and they probably have several dozen different corporate clients they service, so none of the CSRs learn anything about the clients' products. But then, they don't have to, do they? All they really need are moderately above-average (say, index of 105-110) googling skills.