So I have an HD-DVR (HR20-700) that's hard drive bit the dust last week (scanning and finding errors). I called DirecTV on Saturday morning, went through the whole troubleshooting process and was approved for a replacement by the tech. I've purchased the protection plan since becoming customers so I never thought a replacement would be a big ordeal. However, I was told that the order could not be completed due to a "system update". I was told to call back in 2 hours. I did, and still the same situation and was told to call back Sunday morning. I called Sunday, same story, but this time was told to call back in 4 hours. I decided to wait till Monday. Still no change...told to call back in 4 hours again. I waited and called Tuesday, nothing. I called Wednesday and was told that I need not call back to get the HD-DVR order in, but that they would take care of it and email me once it was done because the "system was still in the process of updating". Here it is Friday and I have yet to receive an email from DirecTV. Should I wait yet another day, or escalate this? I feel as if I've gotten the run-around. I am not one to complain about petty issues, but I feel a week+ with no tv service is cause for me to be a little irritated by this "quality" of service.