Faulty pro wifi extender, customer support seems unable to correct my issue

I have been trying, for about 2 weeks now, to order a replacement for my pro wifi extender, which seems to be having an esim issue (it's not reliably connecting to the cellular backup network). 

I've spent about 2 hours in total on the phone with customer service, in three separate phone calls with 3 distinct representatives. In this time, I have been:
1. sent an x1 wifi extender (which is not a pro wifi extender)

2. Have had to explain to two different customer support representatives what the difference between a "modem" and an "extender" is
3. Have had a customer support representative attempt to cancel my entire service account
4. Have asked multiple customer support representatives how to return the X1 wifi extender that was sent to me without my request or approval, with no actionable information being given to me other than "drive it to the xfinity store"
5. Have had a customer support representative tell me that I need to drive to my nearest xfinity store (a 30 minute drive) to physically return and replace my faulty pro wifi extender

I am paying for a service (pro wifi extender added onto my account) that I am not receiving (the equipment is faulty).

I'm very close to switching providers entirely as a result of the frustration I've experienced over this, honestly, simple to correct issue. The amount of time it has taken both myself and xfinity customer service to correct this issue would honestly pay for this piece of equipment to be manufactured three times over at this point.

So, I ask the experts in this forum -- How can I get a new pro wifi extender shipped to my address and a return label for the faulty device?