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Appendix
Page 154
If You Need Assistance
1. Call the Customer Service Center at 1-800-333-DISH (3474). Have the date of purchase and either your customer account
number, the receiver conditional access number, or the receiver model number ready. Display the Important System
Information menu to find these numbers.
2. A Customer Service Representative will assist you.
3. If the Representative determines you should return any equipment, you will be directed to call a Return Authorization
representative. Before shipping any equipment, you must talk to a Return Authorization representative and must obtain a
Return Authorization (RA) number.
4. You will be given the appropriate address for which to return your equipment. Whether under warranty or not, you will be
responsible for the cost of shipping back the defective equipment. For faster service, see the Advance Exchange Program
below.
5. Returned equipment must be packaged properly, using either the original shipping materials or the packaging in which the
replacement equipment is shipped. Include a copy of the Bill of Sale. Any items returned without a copy of the Proof of
Purchase will be considered out of warranty. Follow the instructions given to you by the Customer Service Representative.
6. Write the RA number in large, clearly visible characters on the outside of the shipping box that you use to return the
equipment. To avoid confusion and misunderstandings, shipments without an RA number clearly visible on the outside of
the box will be returned to you at your expense.
Advance Exchange Program
The Advance Exchange Program allows you to have replacement equipment shipped immediately to you (depending upon where
you live, it could take three to five business days). Along with replacement equipment, you will receive a prepaid shipping label
and instructions on how to return the defective equipment.
The shipping charge, for receiving replacement equipment and returning the defective equipment, is a one-time fee based on
EchoStar's competitive bulk shipping rates (additional charges may apply outside of the continental US). This fee will be charged
to your billing account or your valid credit card.
If you do not ship the defective equipment to EchoStar within ten days after receiving the replacement, your billing account or
credit card will be charged the market price of the replacement. If you return the defective equipment after ten days, you will
receive a full refund less an administrative fee.
If your equipment is out of 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 EchoStar in its sole discretion determines has voided the
warranty, or makes the equipment unrepairable, billing account or credit card will be charged the market price of the replacement.
Post Receipt Exchange Program
You may choose to ship the equipment to us at your cost. To provide faster service, upon receipt of your equipment you will be
shipped a replacement. Your original equipment will not be available for return.
The equipment you return will be checked to verify whether it is covered under this warranty. If the defective equipment is
covered under this warranty, it will be replaced and shipped back to you at no additional cost (additional charges may apply
outside of the continental US).
If your equipment is out of 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 EchoStar 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, 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.