Full story: I called about replacing a broken hd receiver. The receiver had times where the video would go away while audio played. When I reset the receiver, it was okay for a few weeks. Even when it had problems, I could hook up the hdmi to bluray player, and it worked fine. So I called to replace. They originally did that. Called an hour later to replace it with an hddvr. Argued that we paid $100 for the damn hd receiver, they would send us a NEW $100 hd receiver, why can't we pay $100 more if they will do that and give us an HDDVR? The guy went ahead and put in an order, I call again to find it's an UPGRADE and we have a due account of $388.35. I try to get them to let us do standard install, they say they can't do that since the system knows the room has 1 directv line. So I say have it replace the hddvr, they say they can't do that because it's already scheduled for the hd21. So I agree, hang up, call again. Argue with another person to switch it, end up canceling the hddvr pro install. Wanted to restart the new hd21, and fix all this mess. Was talking to somebody in protection plan, they said they were gonna do this, then I heard a few buttons and I got switched to customer service (??). I told the guy about it, he said he'd look it, then I heard more buttons and I got switched to another guy. I told this guy connect me to protection plan. I went over the problem, wanting to replace the receiver, and they put me thru Directv troubleshooting hell. They troubleshooted, reset the receiver, then told me they can't replace it today and if I CALL 3 MORE TIMES, AND STILL HAVE PROBLEMS, ONLY THEN I'LL BE ABLE TO REPLACE IT!! The $388.35 charge is still showing on my account as well, and I have a broken receiver and nobody is trying to help. This is crap. A paying customer should not be treated like cattle. If Directv cannot follow their protection plan I will be settling this in small claims court. Since this is a D* forum, I'd like advice.