A few weeks ago I called DirecTV to ask about the new protection plan. I was told at the time that I was eligible for a new Genie for $49 installation fee with no additional charge. I had them place the order and then posted a thread in this forum to get some opinions. I got very good responses including private messages advising meet to wait until I could get an HR44 not available at the time. Prior to coming out the installer called me and confirmed he did not have an HR44. I advised him that I wanted to hold off. Later a representative from home services dispatch called me and suggested canceling the order. She said I could reorder at a future time, get the same deal, and request the HR44. A few days ago after hearing it was available and in my area I called DirecTV to place the order again. Things are turning out well, but my experience was comical and I thought I would share it. I called customer service and was told the HR44 is not available in my area. I told her that I heard it was and please check again. She checked again and this time said it was available. But I was not eligible for any promotion because I had canceled the previous order and the system would not allow me to have any further promotions. She told me my options were to pay full price or go out and buy it from a retail store. I told her that I understood she could only do what her system was allowing her to do but that I would like to escalate the situation. She said that was fine and asked me exactly how I wanted to escalate. I told her I wasn't familiar with the escalation process or options but I suggested she transfer me to a supervisor as a first step. I spoke with a supervisor who was also friendly but could not offer any other options. I told him a couple of options I had that came to mind were either canceling or calling another call center. I told him I had Verizon Fios internet and they were anxious for me to get their TV service, but that I was hesitant to make a move after being with DirecTV for so long. He was friendly, said he understood and would hate to lose me as a customer but he could cancel my account immediately if that's what I wanted him to do. He did not offer to transfer me to a customer retention group. I told him I would try calling a different call center that my experience in the past different call centers had different stories. He agreed that was a reasonable option to try. I immediately called again but took a menu option indicating I had equipment problems so I would not talk with customer service. I knew protection plan people generally seem to have more information. I did talk to someone there and he explained that they don't deal with upgrades to a specific model in his department so he wouldn't be able to help me and also could not do anything to ensure I would get an HR44. But he said he could transfer me to someone who could help me. I asked you're not transferring me back to customer service are you? He laughed and said no I will transfer you to someone who can actually help you. I was transferred to to a case management agent. I explained the situation and she agreed I should not be denied that promotion given the circumstances. She told me that she would like to take a day to work the situation and agreed to call me back at a set time the following day. She called back as promised and said that they were able to resolve my situation but it took a lot of the work at their end. She had on the line a representative from customer retention and both of them working together were able to restore the promotion I had been offered. They said their system did not give them specific information as to which model Genie was in inventory where the installer worked, but that I could check with them and reschedule once they had the HR44 in stock. The installer from the previous order gave me his cell phone number and told me I could call him at any time just to make sure they had worked I wanted before he would come out and install. I have the installation scheduled for April 2. I talked to the installer today. He did not yet have the unit in stock. I will check back the day before and reschedule if necessary. The key is not to cancel the order but reschedule the existing order. I had such a good experience with the case management and customer retention folks that I got their employee numbers and sent a very complementary message to DirecTV. I got a personalized response thanking me and ensuring that the management in both their areas would be advised. I have a PIN assigned from case management if I need further assistance. I've learned two lessons. First, there are competent people who work at DirecTV. Second, it's hard getting in touch with them and you usually have to deal with customer service first.