I've read that to be sent an X1 box that can operate at 4K to match two of our TV's native resolution, I would need to submit a forum post. I've spoken with a CSR on the phone to confirm the store can provide a replacement, but the store refused to provide one, telling me they do not have any in stock and can only provide me with the small XID-P boxes.
Please let me know if there is something I need to do or if someone could assist.
I was able to get one at my nearest Xfinity Store.
Did you try https://www.xfinity.com/xfinityassistant/ ?
Yeah, I've tried chat and the agent didn't seem to understand my request, they told me that they left a note for the store to issue a new 4K compatible box... but they issued the same box that was brought in to be swapped out.