The reason for this was because you can't have 2 orders open at the same time. There's no reason to send two techs out to one house when they should be able to resolve everything. Since one order got canceled and the SC was automatically canceled the representative could have asked if he was aware the SC was canceled. The problem is it could look like a SC was ordered and then he decided to do an upgrade instead. So in this scenario the representative missed something that could have avoided the issue of the installation. The AM 21 I still stand on the grounds that you should never purchase something without doing sufficient research. I'm stopped from buying my audio stuff twice now because I've found out something else that means I want a different receiver. Once I am 100% sure of what I'm buying I'll pull the trigger.