Visitor
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1 Message
Trade In Question
Hello,
I am reaching out about a recent Xfinity mobile order I have placed. The deal that was offered said that the phone received (iPhone 17) would receive credit for a trade in (iPhone 14), which I fully intend on sending. However, I am concerned and confused about the email I received today. When I ordered the phone, it said it was on back order until 10/20. Today I received an email that the shipping label was created, but the package was not yet sent out. This is on 10/10. By triggering this process, the 21 day timeline to return the trade in phone has started. My concern is this, if the phone doesn’t ship until 10/20, then depending on shipping timelines I’m not sure when I will receive it, even if I ship back the day after I get it, it still needs to reach you by 10/31 in order to count towards the promotion. I have no control over the mail once it leaves my possession. I am consumed why we are starting the timeline 10 days sooner than it should be. I sure hope this is a glitch in the system, instead of a scam so that the purchase I engaged with will actually be not valid.
Thanks for your time,
Kayla
XfinityQuemekia
Official Employee
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657 Messages
13 days ago
I completely understand your concern and confusion about that email. It's incredibly frustrating to see a timeline triggered prematurely, especially when it involves a valuable trade-in and a fantastic promotion you're relying on. I'd be worried about meeting that 21-day deadline when the new phone hasn't even shipped yet as well @user_x9jouw.
Send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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