I know they can't, but unfortunately, they are the "receptionist" to the subscriber with a complaint and Dish has not even bothered to tell them that the complaint is legit, let alone connect the subscriber with someone who can help (or explain).
The CSR's are uninformed because Dish has chosen to keep them that way. In the meantime, it has been over one week since the new HD channels were added and we still don't have most of the SD eqivalents AND we have no one to communicate the problem to at Dish...
Maybe they'll give us a credit...