I understand what you've written and have no problem with that. I just can't understand how his problem could be caused by anything but a bad HR. In my area we have one person that I'd call a technician, the rest (that I've met) are installers and seem to know little about HRs.
But then, I've had some terrible problems with installers. They just can't live on what they're paid in my area, so there is a constant churn problem.
The installer / Service Tech issue is true in many area's - However - When On a service call- The "tech" Will check Signals & re-align from the dish-All outside connections-Cut & Replace- And then SWAP THE BOX- Those things are done because once the tech touches your system-HE OWNS IT FOR 90 DAYS- meaning anyone else that visits in that time frame he gets deducted 50% of the service call. ( that is the main cause of churn) -After all that is done and the customer calls in with a defective remote or the refurb replacement receiver craps out--DING! DING! DING!. Deduct
That policy is to ensure that the customers Total System has been "Looked at" and the result would be at least 50% no recall result.
I'm just explaining why they wanted to dispatch for a service call - the TECH will replace the box ( most likely) with any receiver model the customer my ask for if it's on the truck- Rather than getting a Pot Luck unit mailed to them.
The $49 Charge can waived -If the customer
1.Has not ever had a service call (long Time)
2.CRYS -really good tears
3. Continue's to cry and ask for retention
I'm still very happy he got one mailed to him!