I, after many loyal years, decided to try to upgrade to a hopper 3 and 5 4 k joeys. I tried via phone, had problems understanding the operator, then tried via chat. I chatted with a very helpful operator who explained the cost, I thought it very high so deferred a decision. After consideration, I decided to do so anyway so started chat again with another operator. After agreeing to the price, the increase fee and even a 2 year commitment, waited for and received an appointment for today. This morning I checked and nothing was scheduled so I recontacted chat and was told nothing had happened as it was listed as a dropped call. I have notes and names, and that is not what occurred. I am torn between staying with older equipment that works versus trying the new and taking another day off to wait as they could not arrange to have someone here today. Any recommendations on how to get responses that I can depend upon? How does one even talk with a loyalty representative?