We're working to get better all the time. We still have a portion of our staff that works in an overseas call center, but they certainly speak English. We're always trying to stay light and positive with customers, even when the things go wrong. It's tough because for many car enthusiasts, their car is their baby, and things can get heated if anything goes wrong with an order (like a delay, etc). We do the best we can to stay calm even when customer emotions are running high and just keep the lines of communication open and go one step at a time if anything goes wrong. The huge majority of orders ship out right away with no issues before or after shipment, but sometimes things don't go perfectly and we work hard to get those situations resolved. Hope that helps!