I hear you, but if you try to continue to be respectful even in the face of another person's disrespect, they will eventually stop being disrespectful to you. And if they don't stop soon enough for your needs, you can always politely inform them that you will hang up now and try with someone else. I'm sure you can totally avoid escalation if you try. EDIT: although at this point I think it might be better if you stay off those phone calls. The phone reps may not have enough authority to help you. When did you begin your subscription to the service? If it wasn't too long ago, the sales call can be pulled by the HN staff on this site (they have "mod" next to their handle), and they can see whether the sales person set the right expectations. If they didn't, you may have recourse, and the sales person will receive training that will improve their service. In any case, I hope you get your issues addressed!
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