Customer Service - Help Replacing Faulty Box - Local Store

Good day.  One of my four boxes continually loses sound.  The sound will just disappear while actively watching the TV.  I have confirmed that it is not the TV itself, as I can launch another app from the TV firmware, such as Netflix, Disney+, etc. and they function normally with no sound issues.  Restarting the box temporarily solves the problem, but it drops sound again after a few minutes up to a couple hours.  

All I would like to do is swap this box for another.  I tried to call my local Xfinity store (Cartersville, GA 30120) but that is an act of futility because you simply get locked into AI-menu [Edited: “Inappropriate Language”].

Please assist.