I just decided to replace one of my 3 DVRs with a Genie. The CSR did agree that I was entitled to the new box without any cost, but she would not ship it to me no matter what I said. I have to have a "professional installation."
I've been with D* since 1995 and have installed almost all of my own equipment, running cables, etc. I don't need someone to come out to "install" it which requires unplugging a few wires, pulling out one box and plugging the new wires into the new one.
I know people here have had a Genie shipped directly to them. What did you say to the CSR to get them to send it instead of arranging an installation?