return of HR24-500 receiver

HR24-500 receiver broke & new receiver sent but no return label.  we've called 4 more times (over 1/2 hour each time) & have been promised an email with a return label but none have arrived.  only have a UPS store within 30 miles & were informed by them they can only accept "if we were given instructions to return"--so can we just take it to UPS w/our acct. info?  Really, inefficient non-existent service which can't even be available online but yet the threat of a big charge if NOT returned.