The CSR was not incorrect based on how dish marketed the hopper. It doesn't sound like he denied the HWS, but actually made the recommendation of sticking with he 922. This is a push dish has made. However if you would like the HWS still, all you have to do is tell them that you understand it's not recommended, but you still want it. They will hook you up. And if they don't, then hang up, and call back. Little known secret is one of the grades the phone reps get graded, promoted on, and monthly bonuses, is their repeat call rate within 72 hours. If enough people callback against them, they miss out. So it's a double whammy for you, as you can get what you want, and can help weed out those that are not in the know.