can't watch shows that I recorded

On 08-10 I went to watch shows that I had recorded. I couldn't watch them because the video would freeze or the audio would cut out. I called Cox that night and they said to swap out the modem. I swapped it out the next day and I still couldn't watch anything I recorded. I called back and I was told that there was a problem with the dvr for some people and that I could not watch anything I recorded before 08-10. 

I got pissed off and asked to speak to a supervisor. They transferred me to a quality control person. I got more pissed off and said I wanted a supervisor again and they hung up on me.

I called back on 08-13 and spoke to a supervisor and was told I was *** out of luck and that I would have to delete anything I had recorded before 08-10 because some there was a problem and they probably couldn.t fix it. 

I think this is *** **.

Can someone at cox tell me why cox is allowed to *** on their customers like this.