Anyone know a competent Xfinity representative?

I've tried for the last couple of weeks to get updated cable boxes delivered to my house to replace old (10+ years), outdated hardware.  After the first order didn't arrive in time, the online rep apologized profusely (the one thing they're good at doing) and placed the order for me again.  Another week goes by and no cable boxes, so I reach an online agent again and was told:

"I have checked, and your order has been delayed due to an unplanned outage in your area. The technician needs to visit, which is why the technician's visit has been rescheduled."

After I called him (or her) out on the obviously fabricated response, I get:

"...yes, you are totally right that there is no technician visit required for the cable boxes. I also need to inform you that the order for that has not been fully placed the last time."

So the agent's first response is to just fabricate a lie instead of saying they failed to place the order?  Is this how Xfinity trains their agents to interact with customers?  Are they just hoping I'll stop asking so they don't have to send updated cable boxes?

I've been an Xfinity customer for decades now (no competition - until recently - in my area).  I feel like they've made a fortune off of me while providing seriously incompetent service, particularly from the help desk.

If anyone knows how to contact a truly competent service representative from Xfinity (without having to spend 15 - 20 minutes decoding their robo-answering service), I'd love to hear it!