the reps who do chat and email are almost entirely people outside the US. Calling is much more likely to get a US rep. You can always politely ask to be transferred to a US rep - people do so all the time and it's not a big deal. As for when to call.... it's all kind of random. It just puts you through to the first available rep which could be in the US, could be India, who knows. Not sure what time zone you are in though? But anytime between 10:00pm - 1:00am (Central Time) is when it's the least busy, so i would assume with less people calling in general that late, since it puts you through to the first available person, with more people overall being available then you're likely to get a US rep during those hours... but that's of course not 100% for sure, it never is. Though, like i said, you can simply just ask to speak with someone here if it's easier for you to communicate. :) More on reddit.com

OK no one likes bad customer service. But I'm missing part of your story. HOW did they make it more difficult to call? Did they disconnect the phone number? Did they change the menu to find support? Did they leave a message to use the chat service instead????? More on reddit.com

I just ask the offshore rep to be transferred to someone in the States. I've never been turned down. More on reddit.com

You can't actually get through to a human. If you request a phone call you have to interact with an automated bot (with the TTS Brian voice). If you request a chat on the website you also just interact with a bot. My item was supposedly handed to a resident but it wasn't. Literally no way to speak to a human about it, I just get trapped in a loop of bot interactions. More on reddit.com