My father had a receiver fail and after sending in the old one in their supplied box he never received a new one. After several weeks he called D* and they said that even though he was a valued customer since 1995 that because he didn't go through the protection plan department, which he pays an extra fee for, they wouldn't be able to send him a replacement unless he paid for the new receiver. I think this is incorrect but wanted to get someone else's opinion. I told him that part of the agreement is for them to replace defective receivers. Before he had the protection plan they had replaced 2 receivers with out any issues.