Deleted Recordings twice in 2 weeks-phone rep says "it happens"

Two weeks ago about 90 recording were removed from my dvr (had plenty of space left) I called in, phone rep went through all checks, reboots and dvr updates.  Finally she sent a new DVR.  Received it 5 days ago.  Today I turn on the tv and recordings are missing again!  I called phone rep again, we go through dvr reboots and modem reboots, and finally she tells me "nothing is showing wrong on our end", I said "so recordings can just disappear whenever they feel like it?  It hasn't happened in the years we have had your service until last week!"  She said "Yes, they can do that".   

So I'm to understand that recordings can just disappear at random, multiple times, with multiple dvrs?  

As much as I hate to, if it happens a 3rd time we are canceling our service.

Rachel