DVR deleting recordings

I am frustrated. I’ve read various posts regarding the DVR deleting programs with no explanation or remedy. I’ve received a new box and I keep complaining but nothing is getting accomplished. Is this the “epic” customer service I was promised? Ignoring a problem doesn’t make it go away. I’d respect it more if they were up front instead of playing clueless when asked and no, I will NOT reboot my system again.