If they own the 322, then yes Dish should activate it. However, the customers may have better luck if they call themselves to activate it. On two occasions I got CSR's who would not activate, but upon checking with supervisor, activated it. I can tell you, that if they have to go to CEO, they will definitely activate the 322. Assuming this is WA, of course. 322 is an 8PSK capable box and will function when all SD moves to the 8PSK modulation scheme next year.