Need a BRAND NEW Cable Box

Hello, PLEASE Help! Im getting very frustrated. Been a long time customer and not getting the help I need.

My son has a very rare condition called Multiple Chemical Sensitivity or Enviromental Illness. He allergic to all Fragranced products. He can have seizures from smelling it. He is home bound and suffering bad in life.

His old cable box recently went out and xfinity is telling us they cannot get him/us a brand new box and that all are refurbished. We got a supervisor who promised us he would get one sent out and it was used smelling like perfume. This could hurt my son very bad. Fragrance does not just dissipate over time and cannot be washed out of internal components. 90% of the world uses fragrance products in their home and we cannot do USED or 2nd hand anything anymore. We tried going to the store and they would only let us open 2 boxes up and both smelled like scented stuff.

There has got to be a way to get just 1 brand new box for him.

PLEASE somebody help! This is a Disability/Accessibility issue, NOT a personal preference issue!The poor kids life is ruined bad enough with this illness and all he wants is his cable back.

We dont want the xfinity app or some other way to watch online, we want a New cable box for his tv that we pay for service for. Dont care which cable box it is, just a Brand New one/And remote.

Thank You!

Responses

Here4Help

Expert

•

192 Messages

1 year ago

@CLINTK9 I am sorry to hear about your son, good luck to him and your whole family. Have you tried picking up a new television box at a local Comcast store? This way, even if it is refurbished you can "test" it for any odors before taking it home. This way you can ensure that you get exactly what you need. You can find a local Comcast store here: https://www.xfinity.com/local/store-offers. Otherwise, getting exactly what you need via a call, chat, or forums message may not get you exactly what you need as these customer service people do not have access to the local market's individual inventory so they typically cannot promise specific equipment.

I hope this helps.

2

CLINTK9

Visitor

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2 Messages

Hello, TY for response. Yes we went to the store, they would only let us open 2 boxes to smell them, they said we couldnt open all of them. So thats not option. I really dont understand why someone from xfinity could not just call a warehouse and ask for a new box and get this done for us.

1 year ago

0

XfinityNicolas

Official Employee

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1.1K Messages

Hey @CLINTK9, thanks for reaching out to Xfinity Support on our forums. @Here4Help does make a good point and there isn't a difference in our systems between refurbished and brand new devices. However, Xfinity does invest heavy in being accessible to as many as we can. Have you tried contacting our accessibility team to see if they have a solution to help? If not, their website here has all of their contact methods.

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1 year ago

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Need a BRAND NEW Cable Box

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