Think I need a new TV box

I can't believe you're telling me to use Direct Message to Xfinity Support. I already did that, and their reply was that I should NOT have used Direct Message, but instead post on this forum. This is the reply:

"Greetings! Thank you so much for using our Forums to contact us and send a DM. Our team is here to help with all of your concerns, and we will make sure to get your TV service working as it should. As a reminder, please do NOT send any of the Official Employees private messages unless they request it. The sending of a Private Message to anyone in the Forums, especially Official Employees, unless specifically requested, is against the Forum Guidelines and the Acceptable Use Policy. We ask that you create a new public post for support. This will allow our community experts and other members to provide their experience first, which may answer your questions. We are looking forward to hearing from you."

I really wish Comcast Support would get its act together.

I am fine taking my box to the local office for a replacement. Do I need a support ticket number, or can I just show up?

@whitel That is correct a post or a comment is needed before you should reach out in private. Now that you made a post and followed the correct process to receive assistance we would be happy to help in private. An equipment swap is even our first recommended option. You can always stop in to exchange or return equipment at any of our Xfinity store locations no ticket is needed. However, if a box swap does not resolve the issue and a tech is needed that may add to additional fees if the visit happens after the new box is installed. We do try to avoid that by assisting in troubleshooting, and we can even send out a box for you if that is the cause of the issue as well as follow up after, unlike other levels of support. 

So you're saying that if I get a replacement box at the local store and that doesn't fix the problem, then I have to get paid support? So, is it better that I request a support visit before trying a replacement box?

@whitel We aren't saying there is a definite charge, but it's always best to try some troubleshooting to see if swapping a box is even needed first. Saves you a trip to the store if it isn't needed. We would be happy to do it with you at anytime if you like. We just need a Direct Message with the account information needed to find your account.