I recently sent the guru licensing department an email indicating that I needed a new license key for my Workstation 11.0 license.
It took 10 days for them to simply reply to my email, and rather than reading the email, they simply sent me a standard "fill out this form" and send it back email. It then took them 6 days to reply to my reply which contained the form as well as the text of my original request. They still did not read the original request.
I contacted the Customer Support department and they basically told me that they don't have anything to do with guru licensing, and then closed my trouble ticket.
Outsourcing may make monetary sense, but not at the risk of losing customers.