Incompetent customer service

EVERY TIME I've had to deal with cust serv, it takes 3-4 or more contacts to get a resolve, if there is one at all. I feel that the cust serv reps don't talk to each other or document details from a contact cause each time I am transferred, I have to start from the beginning re my problem. Latest aggravation, I have been trying to get a replacement voice remote because mine quit working. I've had it a long time. I called to request another one and was told a new one would be shipped to me and any shipping charges, etc. would be waived. Got an email confirming this. Went thru this 4 times and never got the correct one. Each time, I reported that I had been sent the wrong one. (One remote sent to me was not even a voice remote.) Each time I was told I would be sent the correct remote (I gave the model no.). I was sent a total of 4 remotes and none of them were the correct one. I wanted one that had the "circle back" feature. Each time I was told the shipping charges, or whatever would be waived. I have confirmation emails for each. The last one sent, I took to the store on 6th Ave and it took only 5 min. for me to get the correct remote. I left all the others there. However, when I got my new bill, the shipping charges were added on. I've tried chat, live chat, telephone, and even Facebook messenger to try to get this fixed but each time I was told something different re correcting this. My frustration level is thru the roof!! This is not hard. I'm a long time customer and a good one. Don't think this is asking too much.