^^ this. if your service provider is not offering you the service they should, stop rewarding them with your business. script readers means the business can't be bothered training their staff to the minimal degree required to understand their job well enough to support you, the customer, who is paying for it. there is never an excuse for poor language skills, end of story. crap language skills invariably means outsourcing to some equally crap offshore provider where doing it on the cheap has meant compromising on selecting staff who can actually communicate in the language the customers speak. the customer base is in an English speaking country. I expect them to be able to communicate competently in that language.