Failed Camera - Failed support

Someone tried breaking into my house today and triggered the alarm. The video footage from that exact moment says "No Video - We did not receive this part of the recording from your camera." WHAT A JOKE!!! I have the police department asking me to dowload footage and I have nothing because this system failed. I have been on hold with tech support to see if they can recover anything and NO ONE answers!!!!!!! I am furious. I have been a loyal customer for YEARS and the one time I need them - they are no where to be found. No one answers, no one calls back. I have a right to feel safe in my home with the system and service I pay for. Such a complete dissapointment. I'll be switching systems asap.