There has got to be limits with how outsourced services are being handled. Where I work, they have outsourced IS/IT services. This means that what support we use to rely on local personnel for is now handled by a third party. For any on-site problems, there are some people on-site to handle such cases. However, if we want to report a problem, we have to call this one number that takes us to a central "help desk".
Now, originally, the help desk was located somewhere in Ottawa. If we called outside their normal operating hours, then we would get routed to the help desk in Europe somewhere. Recently, they've announced that the call center will be Costa Rica! What the f*??
Anyway, either way, if we have a problem with the printer here, we call Costa Rica, who in turns calls a technician here on-site. Go figure...
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