I just called in today to participate in the free equipment upgrade program since I'm a long time protection plan customer. All I was looking for was to upgrade an old SD receiver to an HD receiver so it would work with my whole home Genie setup. I called and they told me I wasn't elegible for the free upgrade until October. I asked why and the rep couldn't tell me, other than that's what it said on her screen. Now I did upgrade to the Genie back in February 2012 at a discount, but it definitely wasn't free (I think I paid $199 for it). Either way, she couldn't say that was what was pushing my eligibility for the free upgrade out to October. So I politely asked to speak with a supervisor to see if they would have more info on the eligibility calculation (as I don't want to do something else on my account to push that date out further). The supervisor came on and told me the same thing and apologized about not being able to explain the arbitrary date for eligibilty of the free protection plan upgrade. So I asked him how could I know that ordering something else in the near future would not extend that date out further. I think he felt bad about not being able to explain the new policy, so he finally ended up giving me the free upgrade that I wanted anyway - he had to put an override in the system to do this. He then gave me the caveat that he couldn't be sure that this wouldn't push my October date out even further. I was fine with that, since this is the upgrade I was interested in with this program anyway. I wasn't looking for a free upgrade that I wasn't entitled to, but the email I received just stated that this program started on May 16th with the eligibilty based on your tenure of being in the protection plan, which I meet. It didn't say anything about getting other equipment in the past at a discount. So just a heads up to those looking to call in - you may not be eligible right away according to their system. And they don't seem to have the information they need to explain why.
I was more than happy with the final outcome. It was just a strange call since they couldn't seem to figure out how that date is calculated and what action someone could take with their account (like accepting some type of discount for equipment or programming) that could recalculate that date even further out.