DirecTV has situations where they will tell you the exact same thing. If you were trying to upgrade an HR-21 DVR to an HR-24 DVR, a Customer Service rep would tell you that they have no control over which HD DVR will get sent to you. They would be telling the truth. To DirecTV, an HD-DVR is an HD-DVR. So, Customer Service has no way of telling the people who ship the HD-DVR's that someone has specifically requested a particular model.