Earlier on in my career, those of us registered on recipient lists for specifications and standards, received those in hard copies, and received the periodic updates in hard copies as well, containing just the revised pages, which we manually replaced in the binders we kept. The number of specs I was required to maintain, necessitated nearly an hour/week just for the task of replacing pages. Obviously a huge logistical nightmare and a PIA, for the responsible government agency and for the users... but the best system available at the time.
Fast forward to the present... all of this is done electronically. No more binders... no more paper. If I need the latest spec, I logon and review it online.
DirecTV does not have to mail out 20M new contracts/revisions for any/every policy change to their customers. All they have to do is setup a dedicated site that BOTH their CSR's as well as customers have access to, and are told is the single/official authority for ALL policies, superceding previous policies. The CSR is referring to the same source that the customer is. The only reason to contact a CSR would be for processes that require a CSR, not to engage policy info roulette.
Regarding receiver recovery, DirecTV can list each model and the specific method of deactivation/return required, even with a button to initiate the applicable recovery kit to be sent to the customer.
I've suggested this (general to policy) to DirecTV in the past... however unless Mike White was answering the phone, never to anyone who could do anything about it... or even knew who to pass the suggestion along to. Occurs to me that some of the mods/subs might be on a first name basis with someone at DirecTV that could?
The only companies I know that have a system like this are companies that charge for support, Apple, Microsoft, Cisco just to name a couple. With those products you pay for support which helps maintain this.
The nature of changes that happen in a day would make this a logisitical nightmare besides the fact that it's completely un necessary. Shipping costs money and allowing people to just request something would end up being a huge overhead increase because people change their minds all the time. Some people get upset that it takes a week to get a recovery kit shipped but how many times have people changed their mind and called in a week to get that receiver reactivated. However once the lables are paid for that's a cost.
What you suggest is just a huge cost increase with very little benefit. How many people would look I bet less than 10000 people would really care and I'm betting out of those 10000 people most would just be looking at it because they want to justify why they think they're getting screwed.
Look at the discussion over something as simple as "do not return" is. This isn't rocket science you just don't trust the company. If you don't then don't do business with them. I've canceled accounts and gone to places because I didn't trust the company anymore.
Bottom line it's not worth it for the little impact it would have and individual consumer's as a majority refuse to pay additional for customer support.