Charged for Xfinity sending me wrong box four times

My small box didn't work, so I ordered a replacement. Told agent specific serial number and was sent wrong box four times, making me take each wrong box to UPS store (four trips). Very inconvenient. On the first wrong box, they said I needed a technician. Technician came and said it won't ever work with the box they sent and then proceeded to charge me $100 fee for their mistake.

I have received a one-time courtesy credit, but no credit for all their mistakes and wasting my time. They won't even admit to their mistakes. I think these fees are a scam. Beware, they will charge you even if it's their fault. Horrible customer service.

I don't even want a replacement box anymore.

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Responses

CCLuis

Problem Solver

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493 Messages

3 years ago

Hi, @user_1af906. Thank you for taking the time provide your feedback in regard this experience that you had with us. I apologize for the overall experience that you had with getting your equipment swapped out. It makes me happy to read that we were able to get the Tech Fee taken care of for you, but I just want to confirm that there you're not being assessed any other charges for this inconvienience. With that said, do you see any additional fees on your end that are associated with those boxes being sent out to you?

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user_1af906

Visitor

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3 Messages

3 years ago

I think it is only fair you credit me for taking four trips to the UPS store because your agents couldn't get it right. What a tremendous inconvenience for me. You have a great deal of horrible reviews regarding your customer service. Not one agent cared one bit about the inconvenience to me. Very frustrated with Xfinity. Already filed a complaint with the FCC and wrote a review on yelp.

Customer service is horrendous!

3

CCLuis

Problem Solver

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493 Messages

Thank you for the additional details. This is not the experience that we want for you or any of our other customers. It is because of feedback like this that helps us with our goal of providing the best experience we possibly can. In regard to your inquiry, It would be my pleasure to review your account with you in order to see if there is anything we can do to turn this entire experience around. With that said, please send our team a direct message with your full name and full address so that we can assist you further.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast

3 years ago

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user_1af906

Visitor

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3 Messages

No peer to peer chat icon to direct message. Where is it?

3 years ago

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XfinityOrlandoM

Official Employee

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2K Messages

@user_1af906

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

I am an Official Xfinity Employee.
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3 years ago

0

Billing

user_1af906

Charged for Xfinity sending me wrong box four times

CCLuis

user_1af906

CCLuis

user_1af906

XfinityOrlandoM

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