Most people don't know nor do they want to swap it themselves. I know people who refuse ship and swap and demand that a technician come perform the swap. Most subscribers are not members of this forum and would probably mess up a very simple swap or get easily frustrated and not know what to do and then get mad at dish and want to cancel their subscription. So at least for some new products like the H3 and Joey 4K dish will send a tech out to do the work with no ship and swap option. In Time dish will probably offer the option to ship and swap or have a technician come and do it just as it does for the other older equipment. It really is a very good and sound business practice even if it does cost us more money.
That's perfectly valid but it doesn't mean a technician is mandatory. Just ask the customer. Dish knows what equipment is in place, what is replacing what, and any special things to consider. For a true SWAP, they should at least give the option to ship it and let the customer do it or set up a technician visit. Think about it - swapping a Joey for a Joey (being 4K changes nothing) is simpler than swapping a dual-tuner DVR (Hopper, 622, etc). There are more cables to swap, and potentially mix up, you have to swap the UHF antenna, etc. I know everyone here laughs at those, but as you say, many users don't have a clue nor do they want to learn.
The s/w for the 4K Joey is already on the Hopper. The Hopper has s/w for ALL models of Joeys. If I'm not mistaken, it's 100% hands-off by the user as well once it's connected. Just connect it, power it on, and walk away.