My just over 2 year old HR21-100 now freezes daily, to the point of a RBR is need, so I called DIRECTV today to replace it. Now the fun has started! I have the PP, so I know I would get a replacement asap. Made the call and sat their and waiting on my cellphone for 30 in to speak with a nice lady is AZ. Yo keep the story short, I repeated my issues and problems at least 15-16X on whats wrong and got the same question and canned response over and over. How many times can I repeat myself and can the CSR ask the same question? Felt like a Police interrogation. Its a DVR!!!!! After a 34 min phone call, test and repeating myself, I as told I have to call when its frozen to diagnose AGAIN, before I would get a replacement. I finally said goodbye and just hung up. :bang :nono2: :soapbox: Called back, kept hitting 0 till I got an operator. Asked for a Sup in the PP dept. First young lady offered to help and I said why not. :sure: Within 2 minutes I had a new DVR on the way! Sometimes the right person is such a pleasure and I thanked her for her time. DIRECTV is the one CSR dept I HATE to deal with. But when I get DO get a knowledgeable CSR, I remember why I stick with DIRECTV. Problem is, their CSR are horrible, but tier few good ones are outstanding! So...what will get get? Another HR21? Possibly a HR24? I have a HR34 Genie and I am in SFLA. My HR21 was fine and I know a lot of people complain.