I can confirm what Dish MattG has said that the basic CSR's cannot do a "like for like" upgrade. The software probably doesn't allow it. My aunt tried to upgrade one of her 722's to a 722K and was told no by the CSR. My aunt was willing to pay an upgrade fee; She was not looking for any freebies. The CSR didn't even want us to talk to the supervisor to see if there was some way the could allow it. She really just shouldn't have said anything and transferred us. Anyway we were blown off by the supervisors message to leave a message.
So, we did what we always do in such a situation: contacted Executive level, via email. BANG! we got a response the next day, a phone call, with profuse apologies and an explanation and confirmation the standard CSR's cant make such an upgrade. However, he authorized and RMA shipment of the 722K at NO CHARGE, even after my aunt had said, again, she would be willing to pay an upgrade fee. Another satisfied Dish customer. This is a HUGE reason why I choose to stay with Dish, even with the pressure of new fees because I can get action from Exceutive CSR's. However, the nice man forgot to also send the "K" remotes. However, we emailed him and he replied the the 'K" remotes were on their way.
Now, Executive may still say NO. However, they can offer much better explanations that make sense for refusing an "upgrade" or other requests and will try to satisfy you in some way if they can't. However, missing a few payments in a relatively SHORT period really isn't a good practice with a company that has to decide if they can trust you with a $400 box at a steep discount or for free. However, if you ever can't find satisfaction at the CSR level, always try the Executive CSR's.
It is interesting that no CSR nor Dish employee am I aware of, including the CSR people who post on this board, EVER offer the Executive level when a customer is denied, upset or has a problem.
Now, I know some people get transferred to Retention if it seems they may cancel service, but Executive level is still a secret that is, ironically, never mentioned by any Dish employee I have ever dealt with as a customer. Executive might get flooded, I suppose. Still, Dish should not be satisfied with a dissatisfied customer that they can easily make satisfied. I really do believe that if a customer is OBVIOUSLY dissatisfied or greatly disappointed or distraught--and is a good customer-- with a denial and the CSR is out of options open to them, they should be referred Executive. I know all the reasons why not to, but I'm sure Dish has lost customers who otherwise could have been saved by Executive. Not everyone threatens to leave; some do it anyway, and by the time they are sent to Retention, it is too late and many have had it with Dish. Are you listening Charlie? And the numerous negative incidents (and poor installs) I have had with contractors!!! Another day, Charlie.
