I was not there, so I don't know exactly what took place on the phone call. My elderly mother-in-law currently has two DVRs (HR-24s I believe) and one HD receiver. One of the DVRs has not worked for a while and she never uses the other one either. So in an effort to reduce her bill, she wanted to ditch the DVR that does not work all together and replace the other DVR with a standard receiver. Customer service told her that they would deactivate the broken DVR but that it would not reduce her bill. Basically said that the one "free" TV you get is the one they are deactivating. Sounds like BS to me. Next they told her it would cost $99 to swap the other DVR for a standard receiver. That also sounds a bit off. Opinions?