poor customer service

I live in VA, but am out of town taking care of my dying father. My daughter's damaged phone isn't worth fixing and she is due for an upgrade. She goes to school in Michigan, 400 miles away from VA. From past experience, I knew I would need customer support to help her get the phone at a local store in Ann Arbor. I spoke with a customer service rep, who gave me specific instructions for me to write an authorization letter for my daughter to take to a local store in Ann Arbor, to enable her to make the transaction. She gets to the store and they refuse. I speak with the Ann Arbor store rep who tells me they can arrange to ship the phone to my daughter in Ann Arbor if I make her a manager on the account. I navigate the Xfinity site, and invite her to become a manager on the account. The store then proceeded to ship the phone to my VA address. I am somehow expected to get another person to go my VA mailbox, retrieve the new phone and ship it to my daughter in Ann Arbor. I followed every step and instruction your reps gave me and they still did this. So, last ditch effort, I call customer service, again, and ask for help rerouting the shipment address. The customer service rep hears the story, places me on hold while she confers with a supervisor. Minutes later, another rep, not supervisor, picks up the line and requests that I tell her the whole story.  She already knows the details but has me recount the whole thing anyway. I finish and she tells me she has a solution. 'Sir, just get the package from your VA address and re-ship it to Ann Arbor'. 

I exited the call. Your customer service is awful. My daughter wasted hours waiting around the store. I wasted hours talking to customer service and it was all for nothing.