I am so fed up with directv that I am ready to go to dish. I ordered the hr20-700 a few weeks ago and the directv person I ordered from didn't know that it was only available in LA at that time. So she scheduled an install on labor day. That So an installer came to my house, making me waste my entire labor day, installing the new dish and then telling me that he was there to install the hr10-250 (which I already owned). I spent a 1/2 hour on the phone with directv to be told that it won't be available outside of LA until later in Sept. They apologized and gave me $200 off the order when it is available. Lo and behold, it is available on directv's web site today so I called to order it. Since directv only has voice activated menu's I said "equipment" and I was directed to one operator (after being on hold for about 10 minutes). He told me he had to transfer me to another department. I was on hold for another 15 minutes. The operator I talked to told me that it wasn't available. When I pointed out that it was on the directv web site he told me that it was available and he would have transfer me to someone else to order it (but he would remain on hold with me). On hold again for 20 more minutes. The new operator told me that it was available but only if ordered it on the web site, not on the phone. He told me that if I ordered it on the phone he couldn't guarantee that I would get the hr20-700 and not the hr10-250 (the dumbest thing I ever heard - that a company can't guarantee that I will get what I order). I got pissed and I asked to speak to a manager. That was another 15 minutes on hold (we are now over an hour on hold). The manager told me that they would swap out my old unit for the new one - free, but not now. I told her I'd rather pay $100 (since I have my $200 discount) and own the new unit and keep my old one. So, she was able to complete the order (pending calling my local installation location to make sure they had one). An hour and ten minutes, total. This is the most ridiculous and frustrating experience. Directv should be embarassed at the way they have launched this unit and the lack of information provided to customers as well as their own employees. If I didn't want to keep using my existing hr10-250 (that I paid a lot for as an early adopter) I would have switched to DISH a long time ago.