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If Mohammed is in India, barely able to speak or understand English, maybe his intentions were not to be mean, but yet that he is very confused by native English speakers.
I have dealt with several companies that outsource their Customer Service, often to India or other geographically similar countries and have experienced very similar behavior. I believe it stems from extreme confusion more then an effort to be malicious.
Company culture or not, outsourcing could be an important factor, that just because you worked in AV doesn't mean you need to be so quick to dismiss.
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