satalite gal, what ia m saying, is that i have never done worked with an account with more then 4 leased tuners. i think there was a misunderstanding with my giving away 622's to qualified customers at no cost. the 622's i have given away have not resulted in accounts having over 4 leased tuners. and yes, a r00 or smart card number can be used to bring up the account. it is a common way to find accounts when customers or techs dont know the customers number(due to phone number changes) or when the account number cant be found.
and as for what can be done by the lower csr, is very limited. i do work for dish, but i am an advanced tsr, specilaizing in hd equip/installs. we do have power to make adjustments, but we are a business. obviously we are going to get people to pay for products. in just certain situations, we will go above and beyond. usually the attitude of the caller is the reason why someone has to go throgh the email or a dozen more phone calls. you call in start talking down, demanding things, not using please and thank yous, we arent going to give you very much, if nothing.