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Misshipped Phone

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Misshipped Phone

My wife's phone went bad on a trip. Xfinity agreed to do a swap but sent the replacement phone to the wrong address.  Customer service refused to reroute and Fedex said that the shipper, but not the recepiant, could reroute.  Why does Xfinity refuse to correct their errors?  CS also said that since the exchange was started via telephone that a swap at an Xfinity store was not allowed.  Can you fix this?