i have been to the embassy in DC for few legal things. i don't blame them for not answering the calls. they are ill equipped and understaffed. i have seen them work insanely hard during my brief visit. the calls keep pouring in and there's no way they can answer all the calls all the time. i got good email responses too. so i am going out on a limb and say 'let's talk about the government's inability to provide necessary equipment and adequate staff'. two more phone lines and few more personnel would solve that problem quite a bit.