XG1v4 DVR Boxes Out of Stock at Local Xfinity Store

Thanks so much for your reply. Much appreciated.

I had some extra time last night, so I went online and used Xfinity's chat. After about an hour, I "think" I got the rep to agree to send an XG1V4 box to my local Xfinity store next week without the $15.00 shipping charge. I mentioned that option to the Xfinity store rep when I was there yesterday but he said there would still be a $15.00 charge. If the box arrives, I guess I will find out whether they will charge me or not. 

UPDATE: Just to make sure a new XG1v4 had been ordered for delivery to my local Xfinity store after my online chat session last night, I called Xfinity this afternoon. As it turned out, it had NOT been ordered. As a result, I asked the rep I was talking to if he could order one for me. He told me he could, but after talking with him for close to an hour, it seemed like he was more interested in upselling their services than getting my box shipped. To end the call, he said he would send the authorization to my email within an hour because he had to rush to a meeting. After he dropped off the call, he said it would take one-to-hours more to get the authorization to me and that he would call me to confirm the information. It has been five hours since the initial call and NO email or contact has been received. I'm getting the sense that Xfinity doesn't want to ship these boxes to their retail stores for pickup. 

This morning, I returned my wireless DVR after using it for only one day. The DVR replays were stop/go, live TV would cut out and my screen would turn black,  and the amount of pixilation was ridiculous. All the more reason why a wired DVR is the best solution for me. I was able to exchange it for an older, wired version, which will hopefully work until I can eventually get my hands on a XG1v4. The rep at the store confirmed that the only way to avoid the shipping charge was to have the unit sent to his store and not my house. 

Pretty terrible customer service for such an easy request. With many companies, they would be able to take care of this request in a few minutes. BTW, I haven't received a DM from any support agent. Maybe I'll post this on Yelp and other social media to see if it gets seen there. Maybe others will have found a way to get the box shipped. 

I will be more than happy to help with your issues. To begin, would you mind sending me your name and the address to your account in a Direct message?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

Thanks for your response.

I was contacted by someone in External Customer Relations and they will be shipping me a new unit. There are no guarantees that it will be an XG1v4, but I can easily return it either via UPS or taking it to an Xfinity retail store if it isn't the box I requested. 

The support team here can ship you one if you message them.