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I have spent 2 hours and 45 minutes on the phone with customer service in the last few days (mostly on hold) I'm tring to upgrade my receiver after being a customer for 17 years and never have had an upgrade. After the first 2 hours, finially, they had it all taken care of. Appointment made! The appointment time came and went, no one showed! I called again, from one rep to the next, to the next I repeated my account information. They said " No appointment had been made!!! After 47 minute and almost late for work, I hung up! We'll see if they call back!