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First support level is really bad, especially if you end up in India. But if you manage to escalate to level 2 or higher, it gets better. Here, in France, I always say I do not speak english, I use to have someone in Ireland (they’re two french speaking ADC experts actually), and they are good. Another solution is to involve your Citrix sales contact (if you have one) and/or try to contact your support technician manager.

Ireland support is also getting worse. If you have problems with India support. Try requesting managers support. He will help you getting the support agent working harder on a solution.

This question is being raised increasingly by our customers too. We ourselves as a consulting company been struggling this all the time. I have also noticed that I seem to always end up with same couple escalation engineers in my support cases. These engineers are really good but apparently overworked.