Replacement for XR11 Remote

I contacted Customer Care to get a replacement for my XR11 remote that stopped working.  My chat agent went through the troubleshooting steps which I had already done and said a new remote would be shipped.  I received my remote today and it was the Contour 2 Big Button remote which is the size of of a Kindle.  I was told that Cox no longer carries the XR11 as it is old equipment.  We're not happy with this gigantic remote and would like to get the XR11 or XR15.  Can I get one from the retail office since the chat agent doesn't any hat information available?