Congratulations on the Microsoft Partner status.

Once before I posted about my experiences dealing with outsourced call centers when I had a faulty Dell power supply. In the US my calls were answered in Bangalore by somebody who said I had to take the PC to a Service Centre 200 miles away. In Australia my call was answered in Kuala Lumpur by somebody who said that Dell's international warranty does not apply in Australia. In New Zealand the phone was answered by Dell's dating service in Manila- every time I called, a beautifully spoken young lady expressed regret that there seemed to be no record of any previous call from me, so could I tell her again?

So don't feel bad. My advice is to hang up immediately if there is a communication issue, wait 10 minutes, and try again. If you do get somebody who makes sense, get their name and ID # so you can ask for them rather than starting over with somebody who who may get the wrong end of the stick.

Good luck!