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The customer service desks shift around the world as the time of day changes. If I phone in the morning, I seem to get people in either Ireland or South Africa, and they always seem to be extremely helpful. In the afternoon, support seems to move over to the Far East - the Phillipines, Thailand, etc - and I don't find them to be quite as good - they sometimes seem to struggle to understand what I'm saying.
Consequently, when I do phone Amazon, I try to call first thing in the morning.
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