Why can't you just bring in defective contour box to Cox Store and exchange?

Because Contour uses MoCA and the new box(host or client) would need to be synced with your other boxes to work. Also, since Cox has pushed to Contour 2, I don't think they want to stock Contour 1 boxes at the store. 

This is a Contour2 box. It doesn't need to be synced with other boxes in the house since it's the only one. The other 2 are mini boxes. Also I just brought up one of those mini boxes, disconnected the Contour box and plugged in the mini and it works fine so nothing wrong with the signal. Actually I just checked my bill to see if Contour service maybe was disconnected. It's still on and costing 7.99 a month vs 1.99 for a mini box.(I don't have recording turned on). So paying 6 extra a month for what besides the few minutes of pause allowed? In terms  of not wanting to stock Contour boxes at the store...they still have those giant 15 year old Magnovox Cable boxes available there.

kj32 said:
It doesn't need to be synced with other boxes in the house since it's the only one.

Just because your box doesn't need to be synced doesn't mean other Contour 2 boxes don't for people who DO use MoCA. AFAIK the  main difference between Contour 1 and 2 is the software it runs, not different type of hardware inside. The procedure is in place because MoCA being used is the norm with Contour, or else you could get a normal HD DVR. The reason they carry older boxes is because NONE of those use MoCA and I would guess that more people overall still use advanced receivers over Contour and Contour 2 combined. For example, you have more mini boxes then Contour. I am not trying to rationalize if the procedure is correct or not, just why it exists.

"Our retail stores are not able to swap Contour 2 receivers at this time." I'd say they are able to but rather that it's been decided they won't. If they had simply exchanged the box when I was at the store I wouldn't have to take my time and change the planning of the day to meet this service worker.It's also intrusive. If I had picked up a replacement box and it didn't work then a service call would be in order.

In my area there are a possible 28 different kind of cable receivers. That isn't including different kind of mini boxes and cable cards. IMO it would not be practical to stock every available piece of equipment at the Cox store. That is what the warehouse is for. Cox has to decide what they stock at the store what they don't. In general, they only keep on hand the same equipment that they give out for self installs. AFAIK you can't self install Contour 2 boxes, so they don't keep it in stock for swaps. This is the same reason you can't swap phone modems either. 

They guy came out. When he looked at the permanent power up message and heard I had no problems hooking up a mini box to the same signal he went out and swapped the box and all fixed. There was a message to call a tel number to activate it. I think I could have done that and not been inconvenienced waiting around and changing my schedule and could even have avoided the 1 hour I spent on the chat. In terms of a shortage of space in Cox Stores this is the latest system.I also think this area uses only 2 different Contour 2 boxes. By the way, the tech said I was getting his last box and this was early afternoon. So lots being swapped.