Before Nortel got slammed with too many complaints about overseas telephone support I remember one incident. I called in and got a Level 1 person whose english was actually refreshing / surprising until we started to talk about the problem. I might as well been talking to my dentist as she didn't know what a switch was let alone a failed port.
My only way around this was to ask for the supervisor on duty and request an escalation to Level 2. Level 2 was in North America. Yahoo.
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