Feedback on customer service

I had an issue with my keypad.  After replacing batteries due to low battery message, my key pad didn’t work.  The first agent’s solution was to send a new sensor.  The second agent, Lucy, was excellent and set up a tech visit for Saturday.  I rec’d a f/u call from an Adv Tech whose sole charge was to avoid the tech call.  We went through a few steps and I rolled her the keypad was not responding.  She told me to try installing the battery backwards and then sent me a picture of how to install a battery.  That was insulting.  She then offered to send me a new keypad, I refused and said I want a tech to come.  Finally, Xfinity Asst. sent a text inferring the problem is resolved.   If the first person paid attention and sent me a keypad in the first place like I asked. I will seriously start looking for a new provider after being with X and its predecessor for over 30 years.