Empty box, no phone

Xfinity customer for 5 years and never had a problem. Ordered a replacement iPhone 16 and yesterday I received an unopened box from UPS with inside an information card from Xfinity and an empty iPhone box.

I called Xfinity and a rep promised to open a ticket. From reading this forum I don't have high hopes that will lead anywhere so I'm posting here to proactively get this escalated and resolved as quickly as possible.

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user_383b55

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11 Messages

22 days ago

I have the same issue. Lmk if you get a resolution and I’ll do the same. I posted on here 12 days ago and they had to recreate my ticket since the agent who first did it when I called initially submitted it under the wrong ticket category. I hope your issue is resolved.

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user_6jriur

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No resolution after 10 days.

i called twice to open tickets 7 days ago and im told its in progress but then i receive no written confirmation and no follow up.

The third time i called, after 40 minutes, the rep told me it’s resolved and new phone is on the way and they would give free Apple Watch as well. That was a total lie.

a guy from the “executive team” called a week ago and told me he’d call me right back. Still waiting for that.

it seems Comcast has a massive theft problem at their warehouse and then leave their customers hanging through customer service that’s not just bad, it’s bold faced lie after lie.

The phone was stolen in their facility but I’m paying for it and I cannot get an answer as to when or if this will be resolved.

So good luck with your case. My advice is get a written confirmation from the person you’re talking to before they get off the phone. Because whoever you talk to next won’t have any record of it. The company is a shambolic catastrophe of epic proportion.

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22 days ago

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user_383b55

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11 Messages

@user_6jriur I had somebody respond to my forum on July 10 and have been waiting for a resolution as of today. Although there hasn’t been an update with my case the agents on this forum have been more helpful than the CS agents on the phone. They also submitted the correct ticket for me too and included my pictures and police report as the first one that was submitted when I called in was miscategorized and told me to wait for an email to submit my documents which never happened. Also, the Xfinity forum agents check in with you even if there isn’t an update yet. Today marks the date my case is supposed to be resolved but they messaged me today letting me know if there’s no update they will escalate further. I suggest you wait for an Xfinity forum agent to reach out to you on here as it took them about 48 hours to respond to my post too, they seem to know more about what to do in these processes than the agents on the phones. I hope everything works out for the both of us. The waiting game is irritating for Sure though.

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20 days ago

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user_6jriur

Empty box, no phone

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