2 Messages
Horrible customer service experience!!!!!
On December 9th I ordered my upgrade phone Samsung 24 plus that order was shipped out on December 10th through FedEx it was then scan for delivery and said out for delivery December 13th. After not receiving my phone on the 13th after I have been scandal to the delivery truck by FedEx after not receiving my phone I call FedEx and Xfinity for a solution. The people I keep speaking with at Xfinity keep making different tickets and assuring me someone will get back in touch with me although the only time I get to speak to someone is when I have called myself. After talking to FedEx finally today they told me that they had stopped looking for the package and that I need to get in touch with Xfinity to have them file a claim and get a new phone. I spoke with a supervisor named Joshua who promised me I can walk into the Xfinity store and get the phone that I had already paid for as my upgrade. Needless to say when I got to the Xfinity store I like a complete idiot because they cannot give me a phone unless I paid for it there and then. So I can Xfinity another call back and speak to a different supervisor who tells me there's nothing he can do until my ticket is closed out in five more days. So I still do not know what I'm going to receive a phone and no one is even going to contact me back for a whole another week imagine that on something I've already paid for
XfinityMarcus
Official Employee
•
1.2K Messages
1 month ago
Dellgray thank you for taking the time to reach out to us via Community Forums. I understand that you have had a less than stellar experience with a recent device upgrade for your Xfinity Mobile service. I appreciate you allowing our Digital Care team a crack at things to get this issue resolved. Can you send me a direct message with your full name and complete service address to take a closer look at things on our end?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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