As an existing customer, Directv (DTV) is NOT your friend or are you considered valuable. I signed up first time for DTV mid august 2012. This with HD DVR service, with what they said was latest equipment. Less than 2 months later, the Genie is released! I contacted DTV customer service by email, requesting a free upgrade to Genie based on the above. I was responded back stating that could only offer for $299, with tech install for up to $100!! In same email, the response indicated that better deals can be sometimes found by calling DTV (instead of email). I responded back that was insulted by the offer, and why would I have call, if DTV offers email support? Subsequently I was emailed by another DTV rep stating they were looking into the issue, and would respond back. Several days later another rep called by telephone, but I was not home. She followed up by email that nothing more could be done, and I had already saved a lot of money based on my sign up offer. I responded back that I was now officially a dissatisfied customer, and that the 'money-saving' offer she quoted was nothing more than ANY new DTV customer gets! I also mentioned how with the initial order that DTV somehow botched by request for bundled internet (I ended up with cable for this after DTV could not resolve), and failed to offer free DTV internet connection (also advertised on their website). She also mentioned that often the best deals could be found on-line. Uh, like opposite of what the email rep had told me about calling! I received no more communication from DTV after myself responded feeling was unacceptable offer. I consider this a huge rip-off as the new DVR is vastly superior. I understand not practical to upgrade every DTV customer with Genie, however based on the recent sign up I had done - not to provide free upgrade, or at least a REASONABLE upgrade offer, is very poor service and customer relations. At this point feel that their needs to be some kind of class-action process against DTV to protect existing customers regarding the upgrade policies. Its like, 'hey new customer, we will give you everything, and LATEST', but existing customers, 'Sorry you are losers!' I exploring how to get out of their contract as reasonable as less costly as possible, but this company is very bad! I would not recommend a friend (or enemy) this company for any amount of money!