Gen2 pod failure

After contacting xfinity chat, and going through all the procedures to get it working again,  it was determined that my Gen2 wifi extender had failed. The chat person told me to go the the xfinity store and I would receive a replacement at no charge. When I arrived and explained the conversation I had with the chat person, I was told that "they always get that wrong" and that a new pod had to be purchased at full price. I told the manager that I already pay Comcast $380 a month for services, and that was with a military discount. I asked if a discount could be applied to the new pod I had to buy. She declined.

I'm upset with the lack of coordination between the chat platform and the xfinity stores.....not to mention the attitude of the store manager who explained the miscommunication with a smirk on her face.

It may sound a bit lame, but we have been with Comcast since before it was called Comcast and would think that being a loyal customer for all these years would account for something. Apparently not.