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user_hbg76m
1st Topic

1 Message

Tuesday, December 5th, 2023 10:08 PM

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Returned equipment I paid for.

I had a home security package with a touchpad, cameras, keypad, and door/window sensors. I moved residences and requested an Uninstall so I did not damage the equipment thinking it had to be returned. A few days after the tech took the equipment I noticed on my final bill that I had actually bought the equipment instead of renting. I was told over the phone the equipment would either be returned or refunded and they would get back to me in a few weeks. Now it is over 1 month later, I called for an update and they told me they could not issue any refund and would have to REpurchase the equipment to get it back. Is there really no solution here and I am just screwed out of what I paid for the equipment?

Question

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Updated 

1 year ago

126

1

0

CCKrista

Retired Employee

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1.5K Messages

2 years ago

Hello @user_hbg76m, thank you for taking the time to reach out on social media.  I understand your concern with the equipment, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” 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

2

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user_11af85

Visitor

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1 Message

@XfinityKrista​ I have the same concern that this person has. I had a contracted service that is hired by Xfinity come to my home to install the NowTV package. I had to cancel Home Security to get the package price. The contracted service person told me I had to return the touch screen but keep everything else like windows and doors sensors.  I dropped off the touch screen pad at a Xfinity Mobile store. I later found out from Executive Corporate customer service that I owned the security system equipment. I went back to the Xfinity store 10 days later and was told it had been shipped back to wherever it goes. They did not know about just giving me another one. I have questions. One, I would like to get it back if possible? Two, if I can't, then can any unit replace it and be set up for my home to work offline? Thank you.

1 year ago

0

XfinityGabriel

Official Employee

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2.3K Messages

 

user_11af85, Hi! Thanks for taking the time to visit XFINITY over our forums page for help with finding out if you can get the touch screen back. We can help. There would not be an option to get the exact touchscreen you had before back. However, we can get you another one. If you were to purchase your own touchscreen, here is a great list to the devices that are compatible. Please let me know if this helps.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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