So yesterday I received an HR20-700 after accepting a 99$ upgrade offer from D* to replace an R15. I already have an Hr20-100, an H20 and 3 other receivers. I was either expecting at best an HR21 or at worst an overhauled HR20. When I opened the box yesterday I was horrified to see a filthy, scratched up Hr20-700. I was so angry. I didnt mind it was an Hr20-700, but the condition that it was given to me was a sure sign of disrespect on the part of D* to a customer. I phoned D* this and after being tranferred 3 times, I finally got a Rep who understood the value of customer respect. I explained to her that even though the unit was offered to me at a discount, I still expected a respectable piece of equipment that didnt look like it was tossed around and abused. I also explained that sending me that was not only a slap in the face of a customer, but a bad reflection of D* in the eyes of others who come over my house The kind CSR processed the replacement as a full priced new order and said that should almost ensure (but not fully guarantee) an HR-21. I said to please note the order that after what happened I would prefer a HR-21 but would be fine with any HD DVR as long it was in great condition inside and out. I just figured I would share this experience in case it happened to someone else.