Wednesday - as part of the Texas Protection Plan upgrade every two years pilot (or whatever it is called) - I ordered a 3rd DVR ($0.00 total cost). Today an HR21-100 shows up. The DVR is in pristine condition so while it would have been nice to get an HR24, the HR21 looks brand new and works beautifully. I open the box and there is no remote. I call customer service and of course there is no option for my particular issue so I just said "representative" until I got someone. I get Philippines. He immediately tells me he has to transfer me to Protection Plan. (huh?) Call drops so I call back and since this dude says I have to talk to PP that is what I ask for. I get Jamie in Utah (she said she was in Jazz country). I tell Jamie that this DVR is missing a remote. "No problem" she says and places me on hold for 5 minutes. She comes back and says "ok we can get that remote right out to you for $15.00". I told Jamie that I just ordered and received this and it is missing the remote. She places me on hold again for 5 minutes. She comes back and says that they can waive the charge. (interesting side note - I said "protection Plan" at the prompts and yet Jamie says she is in Billing) I get done with Jamie and she activates the receiver since I have her on line. Everything is great... ...so I thought. This HR21 isnt seeing my other DVRs. I reset everything and still nothing (tech savvy posters know where this is going) I call back and get Ebony. I tell Ebony what's happening and suggest that I am missing a Deca module. She says hang on because not all receivers need them (come on I dont work there and I know better). She has me reset everything again and waits while everything comes up. Sure enough, no WHDVR. She says she has to transfer me to tech support. I get Matt in Tech Support. Mat tells me "hang on because not all receivers need them" (maybe I am not as smart as I think I am). He comes back and says "oh yeah you are missing a Deca module. Did you order this from an online retailer?". I said "yeah Directv.com" He said "since you should have gotten one and didnt we'll be sending you one out at no cost" WHEW!!!!! 90 minutes total phone time. My biggest issue with this entire transaction was the hold time and just overall bad info. I tell Jamie that I didnt get a remote and the first words out of her mouth is $15.00. I tell Ebony I am missing the Deca module and she has me reboot EVERYTHING? Every question/comment out of my mouth was answered with "can you hold?" It was like I hit every rookie CSR on duty today. Anyway, this will be too long for most people to be bothered with lol but at least I vented.