Wrong Hardware sent

In June, as a Diamond Rewards member, I was offered a free Storm-Ready WFi kit. I accepted the offer and received the kit a couple of weeks later. Unfortunately, after activating the kit, it did not work properly After customer service tried a few things while I was on the phone with them, they told me to return it to my local Xfinity store and get a replacement ordered. I met with Jason [Edited: Personal Information], a Sales Consultant who took th kit back and submitted a ticket, [Edited: Personal Information] ,for a replacement kit. Almost 4 weeks passed without any indication of a replacement kit being shipped. At that point I went online, and using your chat service, chatted with a customer rep by the name of Razia. He told me his chat ID is [Edited: Personal Information]. Razia told me he placed an order for a replacement Storm-Ready WiFi Kit and gave me the order number [Edited: Personal Information]. I received the package today, but instead of it being the Storm-Ready WiFi Kit, it was an XB8 gateway, which I already had and did not need. I had to take that back to the same store today. The customer rep that helped me said he could not order me the correct Storm-Ready WiFi kit since it was a Diamond Reward, but indicated that the ticket [Edited: Personal Information] was still opened and added a comment about the wrong hardware being sent.

Hopefully this can be resolved, and I receive the Storm-Ready WiFi kit I was promised at no cost. This has taken way too long and required too many trips to the store.