If the customer doesn't like the DVR the installer provides, he gets hit with a $480 ETF. Choosing to switch to a different service at that point is more difficult than you think. Unless you don't think $480 is a large amount of money, in which case I'll PM you my name so you can write me a $480 check. In the very next post, you claim that we shouldn't screw the installers. So we're not supposed to complain before he leaves, and it costs a lot of money to complain after he leaves. Finally, some D* CSRs will promise you a specific model or allude to a specific model (i.e. 500 GB hard drive). That's legally binding. If the installer shows up with a different DVR, that's a problem between him, D*, and whomever else is involved. But not you. It's well within your rights to refuse service at that point. Yo're not screwing the installer -- D* did. You're just delivering the bad news.