Surly customer "service"

I received a call from a "representative" offering me an amazing deal - a reduction in my monthly payment. The catch? I would have to lock myself into a 2 year contract. When I told the "representative" that I wouldn't like to take up the offer, the friendly voice turned into an upset and surly one. When I am already considering cancelling, being courteous to me on a call is VERY important. I will be cancelling now - as a loyal customer I don't need surly people making my day worse. Yet again has DSTV failed the people paying them for their services.