Wow, I can't believe I am saying this, but I just had the most pleasant customer service experience with @comcastcares on Twitter. They solved multiple problems across different departments(Technical and billing) all through DM. Was amazing.
@comcastcares
@Xfinity my remote(XR11) is on the fritz and I have been needing to swap it for a new one but there are no stores close to me that are open on a schedule I can make work. Any other way to trade in an old broken remote for a new one?