20 year customer gets no support HELP

Hello.  We are a customer of Comcast for 20 plus years.  Rather satisfied until now.  Explanation:  Our XG1 (PX013ANM) DVR main controller box after years of service began to develop an audible noise keeping us awake at night in that room. (No other room to move it to) Returned the DVR to the Comcast local store to receive another unit.  However, this new “refurbished” unit makes even more/worse noise.  I’m told by the store associate that they can do nothing to help as all they have is refurbished units.  (I’ve found this to be untrue)  What’s very, very funny about this all is when communicating with the associate via e mail he stated, “the tools he has to solve this problem is to sell me apple products at a discount”.  WHAT?? HOW DOES THAT SOLVE THE NOISE??  

We need a NEW, NEW DVR (non-refurbished) and are very unclear why Comcast refuses this. We do not wish to escalate to Comcast corporate executives (via certified USPS) in this matter.  We do not wish to have our IT department speak poorly of customer service from Comcast across multiple internet platforms/sites. We do not wish to cancel cable T.V., ISP and phone service from Comcast but we will do what we must to sleep at night as you can understand.  (The solution here for your loyal customer is very simple as we view it.  As Comcast has done before, provide equipment that functions properly.  Easy and done.)  Please, can Comcast solve this to keep a loyal client??  Thank you.