Yeah, I've had some long conversations with "her", AKA "Bob". I used to work with a Pakistani guy who we put on those support calls until he turned to us and said, "It is no use. I do not understand them either."
Best was when one of our software vendors established a call centre in Australia for after-hours support. That accent I could listen to for hours, and did.
This problem, though, is pretty sloppy work. It's one thing when a weird combination of hardware coughs up a lung at an update, but this one happens with the two biggest video vendors in the world and there's simply no way that it couldn't be caught if anyone at the mothership was testing it before it went out the door. It's getting to be a sad, old story by now.