Contract extension done incorrectly

Hi, @TBS. We're sorry your contract was extended incorrectly. We'd like to uncover more details about it, we'll send you a DM. Christian, DIRECTV Community Specialist

The extension was done as an equipment upgrade, but it was an exact replacement. A technician suggested we try it to fix an issue we are having. We let them replace it and the issue was not corrected. Several employees admitted it was just a replacement, but would not fix the one year 

contract extension. Are you saying I can cancel in the original 24 month agreement time frame and they will contact me about it? 

We're sorry for any inconvenience caused by this. We'd like to take a closer look at your account to provide you accurate information and address all of your concerns. We've sent you a DM, please check your inbox. Christian, DIRECTV Community Specialist

Thank you. It is good to understand as none of the employees on the phone could explain. They just said when we agreed to try the replacement it was considered an upgrade although it was the identical model. 
It was a Genie DVR replaced with another 

Genie DVR. And I did provide the serial number to one person. 

That's right. Thank you for your input @Juniper. 
We appreciate you clarifying your situation @TBS. Once the order is done, you'll be introduced to either a 12 or 24-month agreement depending on whether it is drop-shipped or installed by a technician. DIRECTV appreciates your understanding. Christian, DIRECTV Community Specialist