Out 'sore' cing...

Yesterday I recieved my new Primus Lingo VOIP phone setup package. After opening the box and looking at the contents I realized that everything was there, except the VOIP modem. Hmmmm. Okay, I'll call their customer support and see what's up? I spoke with a woman who had an Indian name (glad they didn't ask her to go by 'Wanda') and she tried to be helpful, but there was clearly a communication problem. I became impatient after a few minutes of not being understood regarding such a simple problem. She then transfers me to tech support and I wait on hold for ten minutes. The tech support guy, also Indian, tells me that this is a customer support issue and transfers me back. In the end they did ship the modem, but I feel that the bugs are not worked out of the system for outsourcing customer support to India. I'm sure over time this will become more effective and help US companies to lower costs, translating to shifting revenues to more value oriented parts of the business. In the short-term though companies could find that their is a real price in consumer satisfaction and retention.