Strange..
DirecTV customer service is generally the best I've dealt with over the years, on a consistent basis.
I'm not sure what you wanted them to do though, CSR rep can't magic-up your recordings.
It sounds like you got a (very) old firmware version on your new DVR, which *is* strange as hell. So old, that it was incompatible with the new stuff - this means well over a year old!
Part of the install process is forcing a firmware update - sounds like your tech fucked up and didn't do it.
THAT is where DirecTV is horrible. Their techs are all outsourced contractors, and paid an extremely retarded small sum to do installs - thus the quality is fucking horrible. I've done all my own installs and never had an issue, but I know I'd probably be pissed if I had to deal with the contractors.
Once in a while you get a smart guy who cares about his job - but they are getting more rare.
Basically, once DirecTV is (properly) installed, it's great. The install process is horrible though. I'd also check your signal levels as well, especially since you have HD. Make sure 99(c) and 103(c) is into the mid to high 80's at least, otherwise have them come back out and re-point stuff. The "new" HD DVR's really, really, hate signal problems - and you will hate your life if you have any due to missed/blank recordings and the like.
Good luck! I wouldn't trade my DirecTV for anything at this point, it really does work once it's setup proper
