So here's my situation... I've had Directv since 2004, I have 1 HD DVR (paid 299.99 for it in 9/06), one SD DVR and one basic SD receiver. Earlier this month my SD DVR, an old RCA TIVO unit, died. I called DirecTV, they were very nice and helpful, told me that since the unit had malfunctioned, they would send out a replacement, there would be no charge and no extension of committment. I confirmed this with the CSR twice, and he confirmed twice. My new SD DVR arrived, and was a R22. I was very pleased, and it works great. Unfortunately, on my next bill I had a $19.95 charge for shipping and handling. I had specifically asked the CSR if this charge would be applied and he stated no, since the receiver was defective. I called once again to ask if the charge could be waived since I was told there would not be a charge, and I was told the matter would be forwarded to the "credit department," and I would be hear back with the results. I have not heard back. Lo and behold I get a new Sharp HDTV for the bedroom last week. I called directv for an upgrade to a second HDDVR from my basic receiver. I confirm that my account is currently not under contract, and the CSR says no, actually, when your R22 was shipped you were placed under a 2 year committment. I was frustrated by this, stayed very calm and polite and asked to speak to a supervisor. The supervisor stated that this commitment was listed in the account agreement (which I'm sure is true) and could not be waived, despite the fact that I specifically asked and was told it would not be applied. He did offer a $100 credit off of a new HD DVR, however. I wavered and said I would call back. I called back the next day to order the HDDVR with the $100 credit (since I'm already under contract, apparently). The order went smooth, they stated the credit was listed in the notes, I asked to have the receiver shipped but the CSR said installation was mandatory, however there definitely would be no charge for installation. She set up installation for about 5 days down the road and all was good. Until the next day, I check my account online and see a $199 HDDVR charge, a $100 credit, and then also a $99 installation charge and a $19.95 shipping and handling fee! My "credit" was turning into a HDDVR for 218.98. I call back and was met by a very rude CSR who stated there was no note on my account of any discount at all, that the $100 credit would apply towards the installation fee which was aways applied to new HD receivers. I asked to speak to a supervisor, who eventually agreed to credit the $99 installation fee, although did not credit the $19.95 installation fee. I must admit, in the end, I'm getting a second HDDVR for 99.99 + 19.95. This whole adventure, however, has probably sucked about 20 hours of my life on the telephone and has been fraught with at least 3 outright lies. (#1 - no commitment for replacing a defective receiver. #2 - no installation or shipping charge for a HDDVR upgrade. #3 - rude CSR stating no discounts were listed on my account (which the supervisor later refuted). I like my directv service and have no intention of cancelling. In directv's defense, the policies and charges applied to my account seem to be in concordance with the agreement. The CSR's, however, are horrible! They have no knowledge of their own company's policies and routinely promise things that are just not true. Whether that's out of their own ignorance or just to get the customer off the phone, I'm not sure. DirecTV customer service managers - I hope you read these threads. I have no problem with the underlying policies but your front line staff cannot promise things like no charges, no commitment, only to have them applied anyway!