I don't know. The man was very nice and he had a voice that sounded just like Winnie-the-Pooh. Seriously! I asked him if he was new to the DSR530s and he said no. He went on to say that the DSR530 is his specialty which was why I was transferred to him for the disconnection as he's been working with them for years and would investigate whether the problem was in my usage of the equipment. Poor guy, he probably gets a lot of people screaming at him all day long if he looks after disconnections.
The thing I do and always have liked about StarChoice/ShawDirect is they always seem to have friendly people on the customer service desk. Bell has the most horrible people. With Bell, I've been disconnected, snapped at, and I usually get someone who barely speaks English. When dealing with a complicated contract or device, having someone who barely speaks English is very bad. So I will give kudos to StarChoice for at least having English speaking people who really know English, and that they are friendly. I am hoping if the 9241 works well, I should never have to deal with Bell's lousy customer service. It's a risk, but I think I need a change away from the bad risk I chose with the DSR530. If things are OK with Bell I will stay with them, but if they start jerking me around I'll leave them again within 2 years.