upgrade equipment

Yesterday I had a tech out to work on my DirecTV. He solved the problem with no issues. He told me I was due for an upgrade on my equipment and I should probably do so. I called customer service yesterday and they told me I do not qualify. I explained that the tech told me I did and it even says I do when I log in online. I was told I was wrong. Online it states that I qualify for the latest upgrade on my account with my protection plan. What can I do?