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Advance Exchange Program
The Advanced Exchange Program allows you to have a replacement remote
shipped immediately to you. Depending upon where you live, the remote should
arrive within 3 to 5 business days. You will not
have to return your defective
remote to DISH Network using this program.
A shipping charge will be applied for shipping the replacement remote. This is a
one-time fee based on DISH Network’s competitive bulk shipping rates
(additional charges may apply outside the continental U.S.). This fee will be
charged to your billing account or valid credit card.
Post Receipt Exchange Program
The Post Receipt Exchange Program does require that you send DISH Network
the defective remote control at your cost to determine if the equipment is
covered under warranty. To provide faster service, upon receipt of your
equipment you will be shipped a replacement. Your original equipment will not
be available for return.
If your equipment is not covered under warranty and can be repaired, your
billing account or credit card will be charged the standard repair fee for the
replacement. If damage to the defective equipment is found, which DISH
Network in its sole discretion determines has voided the warranty, or makes the
equipment unrepairable, your billing account or credit card will be charged the
market price of the replacement.
ACCESSORY WARRANTY
An accessory is any DISH Network branded equipment, displaying the DISH
Network logo, excluding the receiver, Smart Card, cables and hookups, and
non-mechanical components. A one-year warranty becomes effective upon the
activation of the DISH system or date of purchase, if bought separately. A proof
of purchase is required to verify the purchase date. If an accessory has an
expired warranty, no exchange will be issued. You may purchase replacement
accessories from DISH Network or your local retailer.
IF YOU NEED HELP
1. Review this User Guide.
2. See Troubleshooting on page 31.
3. Call the Customer Service Center at 1-800-333-DISH (3474). Have the date of
purchase and your customer account number ready.
a. If the representative finds you should return the remote control, you’ll get a
telephone number to call for a Return Authorization (RA) number. Before
shipping any equipment to us, you must get a Return Authorization number.
b. You must package returned equipment the right way. Follow the instructions
the representative gives you.
c. Write the RA number in large, clearly visible characters on the outside of the
shipping box used to return the equipment.
To avoid confusion and misunderstandings, we will return shipments without
an RA number clearly visible on the outside of the box to you at your cost.
d. We will:
• Check the remote control, including whether it is covered under the
warranty.
• Replace any remote we find is defective with a new or refurbished remote,
if the defective remote is covered under the warranty. We will ship the
replacement remote at our expense.
• If a defective remote is not covered under the warranty,
we will tell you. We may assess you a flat rate charge for a replacement
remote, including shipping and insurance.