Okay - here goes. Called DTV last week to upgrade old HR10 to HR2x. Won't upgrade, have to purchase "leased receiver" for $99. (Another story.) Oh well. Received reconditioned HR21 with nothing in the box except DVR, remote and access card. No BBCs, no HDMI cable, no power cord, no component cables, no manual, etc. Stomach starts to hurt. Called same number I placed the order with. Hold for 18 minutes. Friendly CS rep says she cannot help me procure needed materials. If the box was "drop shipped" to me it needs to be handled by Protection Plan. She transfers me. Hold for 9 minutes. Talk to Protection Plan folks and explain my problem. She says what the first lady told me is not true, Protection Plan cannot help me. She transfers me back to first folks. Hold for 12 minutes. Am memorizing Peyton Manning diatribes word-for-word. Talked to another friendly CS. She sounds very knowledgeable. Doesn't tell me she can't help me. She's going to go find out what to do. Back on hold for another 8 minutes. Total elasped time so far about 56 minutes. CS comes back on - will ship out BBCs but they no longer ship out HDMI cables with their boxes (!). She offers me a $25 credit for the HDMI cable. I'm more concerned about the power cable. Places me back on hold for about 3 minutes. Comes back and says she will just send another unit with a technician. So much for $25 credit. Whoops, ordering system not working. "Acting ornery". Back on hold for 9 minutes. Battery on cordless phone dies, have to get extension phone. Darn have lost rolling on-phone time. Hate to calculate! 18 plus 12, add 3, carry the five... CS comes back, she can't place the replacement order, I have the Protection Plan so she has to transfer me back to Protection Plan folks to place the replacement DVR order, CS updates the account and transfers me, yippee! Hold for 6 minutes. Grand total so far 94 minutes. Gregarious CS answers the phone, asks me How am I doing? He reads notes, appears to understand what is happening. Has me on hold while he reads the notes on the account. Says 2-3 minutes, actually was about 5. Stomach on full churn right now. CS comes back, needs to activate the new DVR before he can process the replacement. Give him receiver ID and he tries to activate, not working. Hold for about 3 minutes, gets it activated, now placing order for replacement DVR. On phone with CS for about 6 minutes in complete silence. Finally says the order is placed and to return the DVR (that I'm sure works fine) in the box upon receipt. Total time, just 9 minutes short of 2 hours. I SO love DTV - very nice people on the phones - wish they could get their systems/info sharing worked out.