I believe they pay their CSRs in the US $12-19/hour. Probably a lot closer to the low end. It is not a career choice. I expect their average tenure is 2-3 years at best. Not a way to get dedicated highly skilled workers. And THESE people are the face of the company to the public, NOT the ads they run.
Believe me, I know whereof I speak.
Their overseas CSRs may be paid in chickens. Or maybe chicken feed.
Do not expect too much from such poor people. Never ascribe to malice, that which is explained by incompetence. (Ascribed to Napoleon and a whole bunch of other people.)
I like Dish. But they’ve done some despicable things. They fired a handicapped worker for popping positive on marijuana. MEDICAL marijuana. A worker with good reviews and no hint of impairment on the job. And it stuck through the courts.
Can’t expect perfection from any entity.
Yet the first CSR might have actually saved you money. CERTAINLY, IMHO, would have saved you trouble over the long run. The ViP series is going away. Support is diminishing. Technology marches on.
Due diligence is upon YOU. Companies simply don’t hire people trained to the degree we would prefer. Note I said TRAINED, not capable. They are surely capable. The companies just don’t pay to teach them properly. Because they can only see a quarter, or at MOST, a few quarters ahead. The CEO and some other managers pay may be tied to results over such a short run, seriously damaging long term results. Such thinking would kill companies like SpaceX and Blue Origin.
COME ZE REVOLUTION, I’LL FIX IT ALL!