Lost full list of PVR recordings and painful customer service.

So all pvr recordings in my list are gone today. Spent 1 hour 41 minutes mostly on hold with some of the most horribly annoying, repeating, elevator music I have heard. Transferred once and had to revalidate with the rep which doesn’t make sense since I was transferred internally. Then I am told sorry I can’t help and you will hear back from our back office in 7 working days. So no resolution or explanation and no recorded programming to watch on the weekend as I was expecting. Frustrating system that already wasn’t great as programs would show as recorded then wouldn’t play, or have glitchy or freezing audio or video. I have replaced the tv box once, and been through the unplug and replug order too many times (with all devices on different floors which is a pain) and I gave up calling for the issue as I don’t have 2 hours to waste every time I have to call. With the cost of the tv service, I expect better than this. Has anyone ever gotten decent, timely, proper resolution to their issues or is this a lost cause? Loyalty and a long list of services doesn’t make any difference. I feel like picking a service provider is like picking the one that has the least horrible service.