Have an HR20 that is 5 years old now. Been running very slow no matter what command is given. Have reset, unplugged etc still nothing. Called CS and went through all the BS steps. Ended up wanting me to reset everything to where all my recordings are erased. I said I'd call back. Now, I've had the protection plan for 5 or 6 years now. I feel this rep was doing everything she could to keep from sending a new one out. What should I do to get a new one? I'd like to get one of the newest models out there to take advantage of the newer technology but refuse to pay $99 for a new model upgrade. After being a customer for over 10 years, paying the protection plan and having the same model for 5 years, shouldn't I at least be eligible for a free upgrade? What's the best way to go about this?