Customer service failure worse than delivery failure

Hi Marcos - thanks for your comments.  Yes, I've reached out to the Xfinity Mobile Customer Service Team by phone three times and by live chat seven times attempting to resolve the shipping issue and then replace my order.  Unfortunately each time I request to replace my same order with the same promotion, I'm told that it is not possible because the promotion ended.  When I explain that I placed my original order within the promotion time period, the Xfinity representative is sympathetic, but still indicates that there is no way they can give me the same promotion - even after escalating to the Supervisor level.  They tell me that they are limited by their "tool" and there is no way to do it and no way to escalate to someone at a level who can exercise judgment without "tool" limitations.
In a customer-focused organization, I would expect that the original damaged shipment would be detected, someone would reach out to me proactively, and would confirm automatic replacement of my original order and promotion with sympathy for the shipping problems.  Instead, it's always me reaching out and pushing for ticket resolution, pushing for answers, pushing for correction of billing on my account, pushing for the same deal that I initiated weeks and weeks ago.  What I get in return is empty promises to escalate the issue, to call me back, to resolve the issue within the next 24-48 hours, and refusal to honor the original terms of the purchase agreement.

As far as account security, I've provided the Xfinity claim number in my original post.  Can you review details using that?

@user_kbyv6o, understood, I really appreciate you taking the time to not only reach out on this issue as many times as you have, but also for making the effort to type out all of those details and context for me. I'd like to research your account a bit further to see if I can find any other insight, and see if there is a way that promotion can be added. I can't promise the promotion can be added, since my team doesn't have the direct tools to apply it, however; I can make sure we turn over every stone possible. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? From there I can review that ticket number you provided, and any other tickets that have been created.