We are all aware that we may get some agents who may not have the same accent we are used to but I believe AT&T is working on that. Sometimes, we have to understand that they may need some time to adjust and to neutralize the thick accent. First, it is not their first language but they are great because they speak and understand English laguage and other laguages. When it comes to accent and listening, it can be worked on. Well, what is more important is that these agents are trying their best to resolve customers' technical issues so we have to work with them as well. Instead of being sarcastic sometimes, we have to cooperate with them, and learn to undertand. Much more to it, we have to thank them because they are there for an important "business purpose". Come to think about it, why do we have them in the first place, and what would happen if we don't have them...we gotta think outside the box...