This is nothing personal against any one who doesn't speak English as a first language or live in the US. There are plenty of wonderful people all over this world. This is about specific experiences.
You need to have US-based service reps when they are asked for. I ask when I call in and get "Bob" who does not speak English as a first language and I have difficulty in understanding them. These folks are at a natural disadvantage at times as usually they haven't lived in the US and aren't familiar with our culture and idioms.
For example, one of your foreign call-center folks decided it was OK to send my order to a different city than the specific store we'd already agreed to. We never discussed this. During the call, I had to ask them to repeat themselves at times and then repeat what I thought I heard back to them to get some clarity. Maybe in their culture it's OK to modify someones order and send them off to a different city. Not so much here in the US though.
Eliminating linguistic and culture barriors, especially when needing to have technical or detailed policy discussions, is crucial to successful support. Please learn from your competitor that is named after a rainforest in South America.