disappointed in bill and HughesNet

We had a problem a few weeks ago. Our phone quit. I contacted tech support and they told me how to fix it. I did the reset as instructed and it didn't fix the problem. They said I could get a tech to come fix it for a few. We had to say yes because we needed a phone. The tech came several days later (all this time with no phone) and tried the same reset I was told to do. It didn't work or fix the problem. He had to replace a box. So why do I have to pay for replacement of new/broken equipment ? If I couldn't manage the reset process and they could, that would be different. But the equipment was broken. I could have spent days doing the reset they told me to do and nothing would have happend. I don't think we should be charged for the tech visit since it was their equipment failing. The equipment was newly installed in Nov 2017 when we started with HughesNet. Not a happy customer.