This is very true. When I signed up back in 2008 and they came to install, I was told that there was no locals in my DMA and I sent them packing because neither the installer or the Customer Service rep realized that I could get an HR20 and use an antenna to get the locals I needed. Rescheduled the appointment. The new install day came and the installer had to call his wharehouse and ask if there was an HR20 in stock as they were going with the HR21's mostly at that time I think. I told them if I didnt get an HR20 I didn't want the service. The driver had to go out of his way 1.5 hours to get the needed HR20. To this day, I still carry 1 HR20 on my account. I now have locals and DNS feeds as well. Most people in Customer Service do not even know what an AM21 is much less that a HR20 carries the needed tuners for OTA. Not to mention its not real practical for everyone to just have an antenna installed either. Who do you call to schedule that with and who determines the size of antenna needed? I no longer have an antenna anymore. I am sure I will get a smaller one, one of these days again.