Keep fighting with them dentonpc, you will finally bug them enough to where they will send you another one.
I have been going through absolute HELL trying to get them to swap a receiver for me. Last week when I said that they had ordered me one, they didn't. I called back in on Monday to get a tracking number from them or atleast an order number. They tell me that it was never ordered and they would not order me one because I went through Value Electronics! When I gave them their (DTV's) receipt number the lady on the phone said that she "had no record of that" and kept telling me to call VE. The only time I ever dealt with VE was I was getting a price on a HDTivo, I am guessing when I did that they created a "pending account" for me, well when my stuff was installed through DirecTV and keep in mind I also purchased my things through DTV, they evidentially activated the "pending account" through VE. So everytime I call I get the run around and I go through this stuff everytime, and they say they will make a notation on my account to resolve the issue. So finally I call the number that charper posted and rang once and a guy picked up the phone on the first ring and apologized for everything I was going through and setup the swap, well I get the order number and this morning I checked my account on DTV's website and they sent me a REGULAR DVR!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! So I called back and told them what happened and they sent me around to 4 people and got me to the right person and she wanted to troubleshoot the problem YET AGAIN!!!! Then, get this, she tried to tell me that I ordered my equipment through VE and that she wasn't going to be able to help me at that point I asked her to read her notes. Then finally after convincing her of the issue she relented and being on the phone for over a hour she FINALLY ordered my receiver.
I love their service, PQ is better than Dish. But I have talked to their customer service more in the two weeks (not even two) than I did with 2 1/2 years with Dish. No one person can handle the same thing, it gets VERY frustrating.
Sorry for the length, I just wanted to vent.