I have been a long term DirecTV customer and just had 2 HR24's swapped out under the protection plan with 2 HR21's. The HR21's that were installed are obviously used as they are quite marked up (scratches, etc..). The installer even said that I was getting "garbage" equipment, but those were the last 2 DVR's on his truck. There is quite a performance difference between the two models, not to mention the condition of the "new" DVR's. Am I also correct that I lost hard drive space -320GB (HR21) vs. 500GB (HR24)? We had other problems with the installer such as leaving all of the empty boxes, old SWM LNB and old coax behind my house. Anyway, I contacted DirecTV with these issues and they let me know they can't guarantee specific models, even though the CSR said specifically I would be getting HR24's in return. The CSR offered that one up as I knew from this board that asking for a specific replacement model would get me no where. The CSR also pointed me to a website and phone number for me to get and use "proper disposal guidelines" for the old equipment. Concerning the condition of the DVR's, the CSR indicated that without an issue DirecTV cannot switch DVR's based on appearance. I am very frustrated and don't know what to do next. Any help/ideas?