Storm Ready Returns

Hi,

I have sent in the webform twice to request a return of my storm ready device, and have never received any response from XFinity.  The product is not usable due to my network configuration.  The website does NOT make clear that the storm-ready device is unusable if the modem is used in bridge configuration.  I tried to return physically in the nearest store and was told they cannot process returns for the device.

When can I expect to hear back regarding my return request?