In Mid October of 2017 I contacted Dish via Internet Chat and expressed that my Hooper was broken. It was having critical hardware failure (Code: 311). The customer service representative was helpful and said they would be sending a replacement Hooper. A week later I received the new Hooper and installed it. Within the packaging of the New Hooper was no instructions that I need to return the broken Hooper, nor was there a package slip for the return. I thought this was strange and assumed that it did not need to be returned, I decided that I would hang unto the Hooper for a month in-case Dish contacted me or notified me that it needed returned. While cleaning my house at the end of December I decided I no longer needed to hold upon the broken Hooper and discarded it. On January 5th 2018 I got an email for a $250.00 charge for not returning the broken equipment, I decided to reach out to Dish to discuss this issue. After talking to a customer service representative I was given the number of the account specialist hotline, and repeated my issue to the representative within that department. I was met with utter disrespect and unwillingness to understand the issue of negligence on be half of Dish (and myself for not reading the User Agreement). The representative continually repeated the User Agreement about leased equipment, and I understand that it states that it needs to be returned, but it also states that I would have been provided with multiple notices about returning the equipment and that I would be charged for not returning it within 30 days. If I am supposed to adhere to the User Agreement then I believe Dish should have to do the same.
In short I paid the $250.00 for not returning the broken Hooper, and received a $10.00 credit from the disrespectful account "specialist".
An expensive lesson. Most people would at the very least have initiated another chat and asked if it needed to be returned before tossing it out. Also, we all know that old saying about what happens when one assumes.
Over the years, I've seen many threads complaining about the problems with returning equipment. It seems that there is a problem at the 'return equipment section' at DISH. They either don't get notified to send a return box or they take a month to send it and many times it does not include the yellow UPS return tag. And then when the item is sent back, people are not getting a receipt message from the recycle place. [save the UPS receipt]