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user_25i0ee
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Wednesday, May 22nd, 2024 4:18 AM

Closed

Weeks of chat-no answers and no solutions on ticket

Below is a summary of my conversations with the "chat" agents and live reps on the phone.

My case # is ECM0007555584

  1. You sent me an Apple watch with the wrong phone number assigned.
  2. I contacted you when it wouldn’t pair and was told by an agent that it was already paired to another number on our family account which was completely wrong.
  3. As a solution, another agent deactivated the watch and re-added it to my account with the correct phone # (my number.) I would have never even known this was their work around solution but the watch now shows up as a monthly charge on my bill which shouldn’t be. I was promised this watch as part of a promotion. 
  4. I was told to return the watch to a store by one of your agents so I took over an hour away from work to visit an Xfinity store. The employees in the store laughed at the advice from the online agent and stated that no Xfinity store accepts returns from online purchases.
  5. I contacted you after taking over an hour out of my day to go to the store and was promised, once again by another agent, that they would fix my problems by emailing me a shipping label for the watch. This was two days ago. During that chat the agent even gave me a $15 credit for all of my troubles.
  6. I have all of these transcripts downloaded and am amazed that this level of unprofessionalism and lack of customer service can go on from what started as a simple mistake on your end when the wrong phone number was assigned to the Apple watch.
  7. My watch arrived at my house on May 8 and there is a 14 day window to return.
  8. I am more than happy to use an Apple watch but right now want this one removed from my account and all charges refunded. 
  9. Could you please email the shipping label as I was promised several days ago. 

Question

 • 

Updated 

6 months ago

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XfinityBradM

Official Employee

 • 

655 Messages

6 months ago

Hey there @user_25i0ee. Thank you for sharing your experience with us, I would be frustrated too having gone through that. Have you attempted to contact one of our experts in our Xfinity Mobile team to get an update on the shipping label? Our team is a bit limited with assisting in Xfinity Mobile inquiries. Support information can be found here: https://www.xfinity.com/mobile/support or you can contact our Xfinity Mobile support center via any of the following methods:• SMS Text Message: 1 (888) 936-4968• Phone: 1 (888) 936-4968• Chat: https://www.xfinity.com/mobile/support.

5

0

user_25i0ee

5 Messages

The team is/was limited regardless of who I talked to or what number I called. Yes, I used all of the methods you suggested multiple times over that past two weeks and am done.

The latest and greatest lie one of your agents told me was two days ago. I was instructed to take the watch to FedEx and tell them I wanted to make an unsolicited return to Xfinity. I was told by your agent that FedEx does this for Xfinity all the time. The FedEx employee (corporate shipping store, not franchise) gave me the same look that the Xfinity store rep did and said almost the same thing which was, the online agent has no idea what they are talking about. 

After looking into this problem online and in various forums, it is very obvious this is a common practice to prevent customers from making returns from the countless other stories similar to mine. 

You should be ashamed. Today I am filing a complaint with the US Attorney General since this seems to be the only example of a customer that got a resolution. 

6 months ago

0

XfinityBradM

Official Employee

 • 

655 Messages

We can create a ticket for an Xfinity Mobile Specialist to reach out and get this issue resolved. If you could please send me a DM with your first and last name along with your full-service address, we can get started on getting that ticket created for you.

 

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 months ago

0

user_25i0ee

5 Messages

I already have had two tickets created for this issue. The most recent one is my post. Why would another ticket # solve this?  Is the third time a charm?  Here is an idea, look at this ticket number and offer a solution instead of a canned "AI" response. 

It is amazing how many others are having this issue with not being able to return to Xfinity Mobile. 

Here is a proposal but I will bet anything you won't comply.

Post the Xfinity return address for customers that cannot generate a return label to send back their Mobile Device. The customers I am referring to are the ones, like myself, that cannot generate a return label. The reason I can't is because the agents online and on the phone promised one via email but that never happened, it is now past the 14 day return period. 

Can't wait to see what this reply will be. 

6 months ago

0

XfinityBradM

Official Employee

 • 

655 Messages

We would be creating an ESL ticket which is a different team/department than the ECM ticket. We do not share our equipment warehouse addresses for obvious reasons. There are times when the device needs to go back to the manufacturer or to a 3rd party validation company such as Assurant rather than coming back to our inventory. Be sure to send us a DM with the requested information if you would like to proceed with getting our assistance. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 months ago

0

user_25i0ee

5 Messages

I sent the DM at 1pm this afternoon. 

6 months ago

0

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