Long time lurker but first post. This has been a very helpful forum in the past. This is simply a post indicating my disappointment in DirecTV to resolve a very simple customer expectation. In the end, it cost them two accounts. DirecTV just lost my account after 11+ years of service. Reason: After encouraging my parents to move to DirecTV, the installer - a "Tier 1" installer dispatched by DirecTV installed HR21 and H21 equipment to their home last week. Since then, DirecTV was unable to replace these boxes with H24 units. Notes: 1. In my new location, I have had HR24 and H24 boxes since September along with other neighbors. Thus we know that they are available. 2. The HR21 unit installed was immediately and horribly noisy. This was replaced a day or two later with an HR24. Thus we know the installer has the new equipment. 3. My parents, nearly 80, have all HD TVs in their home but were otherwise assuming that they were getting the advertised equipment which is the same equipment that they have used at my home since September 2010. 4. My parents have 5 units in their home. 1 HR24, 4 H21s. Thus, they should be considered a GREAT new customer from an billing perspective! Customer service was unable to resolve for the same reasons stated elsewhere in this forum: 1. "Cannot guarantee equipment models" = false advertising 2. "Equipment is at the discretion of the installer" = age discrimination 3. "You can spend $100 to get new hardware" = wait, we should spend $400 MORE money to get the install done correctly that the installer COULD have done originally At this point, both my contract and my parents contracts will incur penalties which I will try to dispute for at least the newly installed (< 1 week) service. Perhaps this is too principled for some, but I refuse to simple accept DirecTV's position and inability to resolve a simple problem with a simple solution. Very disappointed and now shopping my Plan B.