We have been mislead by an incompetent clerk who said when we replied to a "Free Upgrade" that we had to pay for the upgrade which was over

We have been mislead by an incompetent clerk who said when we replied to a "Free Upgrade" that we had to pay for the upgrade which was over $120.  We got the part which was a little, I call it a "dongle" and replaced our small box with it and it was terrible.  We immediately called and complained about it.  Shortly after we received another free upgrade offer and I filled out the form and received the upgraded box, replacing the dongle and it worked much better.  I called DirectTV for a refund on the unneeded part and a rude supervisor "Dana" said we were one day late and refused to correct their error or give us a refund.  Go anywhere but DirectTV, they are horrible.