Almost gave up my Dish service

I wanted to share an experience I just had with Dish, in hopes that maybe I can help someone else avoid a problem. This is not a shot at Dish, as they (hopefully) have done the right thing, but a problem that could happen with any company.

I own my Dish equipment. I decided to get the protection plan, which is something I normally wouldn't do, but it turned out to be a blessing as one of my receivers died. I called Dish, and they told me they would get a new receiver out to me asap. I assumed they would want the old receiver sent to them, but strangely they told me they did not want it and to dispose of it. That seemed unusual so I asked the rep several times to confirm that. He insisted he was correct, so in the garbage the old receiver went. I even mentioned his comment to a fellow RV'r, who said he was told the same thing once so maybe it isn't so unusual after all. Well, two months go by and there is the email telling me I am being charged for unreturned equipment. After about two hours of conversation and some serious ear bending with Dish, they eventually credited the charge. Not because it was the right thing to do, since they made the mistake, but because they did not want to "lose me as a customer". I almost felt like I was being scolded for following their rep's instructions. It remains to be seen if they will follow through, but I expect that they will.

Moral of the story: Beware what you are told when dealing with these types of companies. Ask for a manager if you have doubts, or if all else fails follow your gut and do what seems right in spite of what you are told.