Last week I called to have a remote control replaced (the volume down button really didn't want to work).  The agent told me to take the old remote to the UPS store to have it shipped back, and to have my BAN and order numbers handy.  I questioned her on this, because I'd heard in the past (on these here forums) that they didn't want them back.  But she said "Yes," please bring take them to the UPS store for return.

When I got the replacement remote, there was a SMARTPOST sticker in there, indicating return by USPS.  Since the nice lady told me to send the old one back by UPS, I went by a UPS Store.  The guy behind the counter first asked for the BAN, but when he saw that I only had a remote he said that he couldn't take just a remote, he could only take a remote with its device.

So, I put the old remote in the box and put the SMARTPOST sticker on it and mailed it back.

This evening I got a follow up call about my service issue, and I mentioned the UPS/USPS confusion.  He said, as I originally thought, that they didn't want the non-functioning remote back.  I told him that, unfortunately, I'd already mailed it.

So, apparently the policy has not changed.  And the quality of the information gained from some customer service reps has not changed, at least for the better.

But I like my U-verse.