I called retention because I was no longer tied to my contract. I told them I would like an HR24-500 since my current HR20-700 was acting up. I have the protection plan and asked for a new HR24-500 which they couldn't guaranty me as a replacement receiver. So, I asked the rep if I could go to a retailer and get one myself and be reimbursed the cost of the new receiver (as part of the protection plan) so I can be "guaranteed" to get the HR24-500. They said sure, and gave me a $212 credit on my account in 5 minutes. I went out and bought the HR24-500 out of pocket for just $200. I made an extra $12 on the deal and won't have a DirecTv bill for 2 months now or until the $212 credit is used. You could always try this route, as i got the receiver I wanted and it was technically free.......it worked for me.