I recently had to try (I'll write more about the trying part in this post) to replace a bad HR20-700 receiver (one bad ATSC and one bad OTA tuner). I have two HR20-700; one works great and the other need replacing. I live in central NJ and have an excellent OTA antenna and use it to pull in the NYC and Phylly OTA digital channels. I initially called Directv on June 3rd when I noticed the receiver getting the "searching for" message for the Directv and OTA channels. After having me do some diagnostics , the Directv CSR decided to send a technician out to check the dish and wiring just to ensure there wasn't a problem on that end even though I told him I was sure the problem was with the HR20-700 - a refurbished unit I received from Directv in 2006 whose performance steadily declined since I received it. The tech came out to the house on June 7th, replaced the Dish, LNBs and wiring and re peaked the dish. The problem still persisted with the receiver. My other receiver, also a HR20-700 continued to work flawlessly. I called Directv on June 9th and the issue was escalated to the "Case Management" team. They sent out a different tech on the 15th (I don't know why) - he checked everything and verified that the issue was in the receiver. I asked him to replace my bad receiver with one of the receivers he had in the truck. He called his supervisor and the supervisor said NO and would not allow the tech to swap out the receiver. He was concerned that if my bad receiver was deemed ok once it was returned and examined by Directv they would be charged the price of the receiver. I called Directv again on the 16th and was assigned a PIN and spoke to case management and they said they could send out a new receiver. The person said since the OTA & ATSC tuners were failing he would send out an AM21 and at least a HR21 HD DVR. He said they had the ability to work directly with logistics to order a specific receiver model. I checked the orders status on the 23th and was told the AM21 had been ordered but was on back order and I would be receiving it around July 1st. They said I would be getting a HR21 and would receive it around the same time. Guess what - the FEDEX guy dropped off a refurbished HR20-700 receiver at my home today (June 30th) despite what case management said in all my earlier conversations with them. I called Directv/case management, used my PIN to speak to the appropriate person and was told someone screwed up my order. The supervisor said I would be receiving the HR21 & AM21 and to return, unopened the HR20-700 I received today. I hope I receive the right equipment soon. I have been a Directv customer since March 1996 (my account number start in the 500 series) and usually recieve, prompt, professional service. I will update this post when I finally receive the right equipment.