<human>: Could you distill the essence of the text into 1-3 sentences?

Two weeks ago, our DVR/Receiver simply died. Not exactly sure why, but nobody touched it and it won't even power on anymore. Obviously, we called DirecTV to notify them about the situation. The original employee that we spoke to assured us that he would have a new box shipped out to us promptly. We've been waiting and waiting for it to arrive, so we called them again to inquire about the status of the replacement.

The woman that we spoke to today informed us that, because the original employee had entered in some bit of information incorrectly, the system refused to ship our replacement box and that we will, "simply have to wait until the order cancels itself" in order for them to resubmit the order correctly. We asked for a time estimate for that process and were told that it would be at least two weeks before someone could even look into having the replacement shipped.

By this point (we'd been on the phone for well over an hour), our patience was worn pretty thin. We asked to speak to her supervisor, and she declined to do so. We then asked for her information and her supervisor's information, as we might be needing it during our complaint to the BBB. She replied that her first name was Janan, her supervisor's first name was Jeff, and that that was all the information she was going to give us.

We can't cancel for another year, as we're still under contract. I'm just hoping that Reddit can work a little magic and possibly help us find a solution to this.
<bot>: Our receiver broke and DirecTV is too incompetent to fix the problem. Also, they're uncooperative with our requests for information. Unfortunately, we can't cancel for another year.