I don't think the guy didn't speak English, I think he was too rude or indifferent to bother offering customer support in English at that moment. You see this in Austria also if you try to get customer support over the phone in English, since lots of employees are stressed from this kind of job so some will just not bother with you with a not my job, I don't get paid to be a translator attitude if you ask in English.
That reminds me of when I visited Vienna many years. I went to the information counter at the train station. I didn't want to be rude and presume the information person spoke English. So, I asked if he spoke English. His bemused reply was "Yes, I speak English and 7 other other languages".
