Dirty/Damaged Gateway Modem

The Gateway Modem I received was damaged and covered with dirt, dust and pet dander. The representatives told me there was nothing they could do to help me. They said my only two options were exchange it at the nearest Xfinity Store (which is 65.5 miles from my house) or disconnect my service.  Is it possible to receive a clean Gateway Modem without exchanging at an Xfinity Store?