I "chatted" with * agents yesterday. We have an old remote and received a new free one...

I "chatted" with * agents yesterday. We have an old remote and received a new free one Wednesday. I thought the new one might work. Both remotes work everything except volume and mute. Instead of believing me I had to go through all the ridiculous steps knowing they wouldn't work because I tried all of them before I joined a "chat". I was testing, again, all ** pairing codes when the first agent cut me off. That told me there was no solution. I started a new chat with a new agent. Again with no luck. I explained we have been customers of Dish since the **'s (mid to late I think) and have spent thousands of dollars over those years. He told me I should call Account Specialists and gave me the phone number. This also told me there was no solution. I seriously doubt account specialists are technology experts. As a side note our current Hopper replaced one that went bad a number of years ago. I noticed that it wasn't new, it was refurbished. That in itself is wrong. We should have received a new one. I (we) noticed it wasn't as good as the old one but decided to use it. After a little research I found out that Dish sent refurbished units on purpose and knew they were worse than what they replaced. What a great business model. All I want is a solution to our volume*mute problem. I just don't think it can be that difficult. If I do call account specialists I will need to calm down before I blast someone who is only "the messenger" as they say. I wasted over *.* hours yesterday, more time on a survey today that had no way to explain this, and now more time writing this note.