At least, the English in Bangalore is of a higher quality than you often find here. Call them and create appropriate stink. Dell are apparently getting quite hot on how your call was sorted, so go for Gold. If you aren't happy (I wouldn't be) then tell them so and in a jiffy someone will get on to it. Outsourced maybe - but I do like the way that they jump. (Lots of Yah de dah, but have spent two hours over different issues with Dell this week and I have found them more effective than many UK based outfits. It is so bad that I might even buy another Dell myself)
And the courtesy is something else....
Conan the I don't really get ten per cent. Honestly.