Visitor
•
3 Messages
Equipment Retun Label
I am requesting assistance with an issue that has still not been resolved despite multiple attempts to get help.
I was informed that I would be receiving a brand-new modem, but when the package arrived, it was the exact same model that I already have. To make matters worse, the replacement modem would not even connect or function properly.
I attempted to schedule a UPS pickup for the return but was unable to do so. I then contacted Xfinity through chat, where I was assured that:
- A new prepaid return label would be sent to me.
- The $15 charge associated with this issue would be credited back to my account.
Unfortunately, neither of those promises has been fulfilled.
I am now concerned that I may be charged again for equipment that I have been trying to return. I want to return this modem as soon as possible, but I do not have reliable transportation and am unable to take it to either a UPS location or an Xfinity Store.
I am asking that you please:
- Send me a new prepaid return label immediately.
- Arrange a UPS pickup, if possible, since I cannot travel to return the equipment.
- Confirm that I will not be charged for the modem while I am waiting for the return label.
- Process the promised $15 credit to my account.
I have made every reasonable effort to resolve this issue on my end, and I simply need Xfinity to provide the means for me to return the equipment.
I would appreciate a prompt response so this matter can be resolved before any additional charges are applied.
Thank you
EG
Expert
•
119.7K Messages
17 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
1
0
XfinitySeth
Official Employee
•
1.4K Messages
17 days ago
Good day user_7owq9c, and thank you for dropping by our community for help! I know how important it is to make sure you have the most updated equipment at all times, so I'm sorry to hear about the recent mix up with receiving your same model of modem again. Above all, we want to ensure you're able to get what you need while being able to return your existing equipment as smoothly as possible. While we do not have the ability to schedule a package pickup with UPS for you as that is a service UPS themselves needs to charge for, we'd be happy to get a new shipping label sent out to you while ensuring any charges that came as a result of this issue are removed 👍
To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
2
0