All calls MAY be recorded. A very small of those recorded are ever listened to.
Actually Dianna that is kinda funny, as I had a situation when I was trying to get an HR34. First rep said i can get an HR34 free cause I had so many issues with previous boxes and a long time customer, when it was being setup, lost the call. Called back, that rep completely denied anyone would have said a free genie. Of course i was livid, i was already going to cancel and that why the first rep offered for free. anyways, got that straightened out when she talked to a Manager, so she began to set up the free genie and wouldn't you know it, call lost. I call back, now they say first and second rep had no right to say that and we dont do that. I said then cancel me then and basically hung up. It was now over an hour or so dealing with these calls.
I wrote an email to some high up I found on the net...Blasted a few out, didn't expect a reply...An hour later some dude claiming to be high up there said we reviewed the tapes and you were indeed told you can get a free genie. he new the details of each call, from calm, to yelling..To what they told me, to the lies they said. Basically he said heads are gonna roll. The next day, Genie instal FREE of no charge, no setup fees, nothing.
Whew, sorry for the long post, just wanted to share. But in my case at least they did record them calls and all worked out great.