Box keeps freezing up

A few weeks ago, I made an appointment to get my cable box swapped out as it was freezing up and needed to be rebooted a few times a week. I showed up for my appointment ahead of time but ended up waiting over 45 minutes. When I reached the front of the line, I was told that they did not have any boxes in stock. (I wish someone reached out to me ahead of time to tell me that).  I was asked to leave my name and phone number. I was told that they would call me when they got some more in stock. Even though she had a tablet in her hand, she wrote down my information on a Post-It note. Almost 3 weeks later and no one has contacted me. I have been a Comcast customer for over 20 years but I am thinking that I may look around for something else. I pay over $225 a month for triple play. I don't really use my landline phone and I only watch 15 - 20 different channels.  I didn't want to become a cord cutter but I am not happy that I wasted half a day (driving out to the service center and waiting in line) and I still have the same box. Is that the way to treat a long time customer? Surely, for what I am paying, I could get better service ...