Oh jesus, this isn't about race, it's about whether someone is suitable to do a particular job or not, and based on the fact that this particular guy had a thick Indian accent, which the OP found hard to understand, and the fact that he had trouble understanding what the OP's problem was I'd say he wasn't suitable for the job. If the call operator had been from England, but with a really unintelligible accent, and hard of hearing so it was difficult to explain the problem then it would be exactly the same scenario.. Had he said ' Oh yeah, there was no problems in communicating at all, but he was Indian, what the hell Nokia?' then fair enough..