How have peoples experiences been with support from DishTV?

I have had a T1020 which has been a good little unit (even considering the 'interesting' nuances it sometimes had), but just before Easter it cooked the power supply. So seeing I was happy with the unit, I jumped online and saw that DishTV had some refurb units - snapped one up (thinking that they are just as good as a shop bought one - more or less). It arrived shortly after Easter; plugged it in and was tuning it and the screen went blank (as though the signal to the TV was cut). Weird - tried shagging around doing different things, different cables, different ports. Restore defaults. Nothing worked. So called up support the next day - they suggested a factory reboot using some secret button presses - which I did later than night. Didn't work.
So called up support (again), and the person promptly said, sweet send it back to us and we will have a look. 
Awesome, so now I am 1.5 weeks after the initial failure (no fault of DishTV), with a refurb'ed T1020 which was DOA. 

The last person I spoke with (on Monday) said that they would send out a prepaid courier ticket...it's Friday and am still waiting for it :| (yeah yeah I could have paid for it to be sent myself, but this was DOA and paying for something to be returned when it was dead right off the bat just grated me the wrong way)

Anyhow, I sent them an email yesterday to see if someone could confirm if the ticket was on route as we are looking down the barrel of 2 weeks + without TV - you can imagine the happy house syndrome with kids and wife with nothing except a black box to watch. The response was that they would check. Heard nothing.
Have emailed again today - heard nothing. 

So long story short - how have people found the support from DishTV? Up until now I was real happy with them, but this is almost on the side of silly as I can see 3 weeks or more without TV quite a possibility (once/if the courier ticket arrives). 

*sigh*