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You know, I've had some bad experiences with outsourced customer service, but I've also had a number of really pleasant ones. I've even had a couple where they seemed like such natural speakers that I thought they must be located somewhere in America before a little hint tipped me off, like a name or a slightly mispronounced word. It sounds like steve's replacement might not be great business investment, but I don't think its true that outsourced customer service always means a loss in quality. In fact, many of those workers probably deserve to be doing more than telling people how to connect to a wireless router (or whatever).
Anyways, congratulations steve.