Visitor
•
3 Messages
Xfinity Broke my TV and is Ghosting my Claim
On 5/8/23, I submitted an ECM Claim to Xfinity for the cost of my 55” Samsung TV that was broken as a result of their repeated service outages following “work” in my area (the LED bars fried after needing to repeatedly power-cycling the Xfinity Cable Box).
Now, after upwards of 10 calls to customer service over a month of “processing”, I still don’t have so much as an update and am out over $1k for a new TV. I’ve been given conflicting information by multiple customer service reps, with some saying I’ll be paid shortly, and others outright claiming that they have no way to get in contact with the Claims Team. I’m at my wits end, and am fed up with getting the runaround. Hopefully making this grievance public will warrant some semblance of a response from a capable Xfinity representative.
XfinityPaula
Official Employee
•
1.4K Messages
2 years ago
Hello @user_b3044a Thanks for creating this post for help with the claim for your TV. Damage claim time frames can vary based on the individual claim, but a month does seem like a long time. Unfortunately our team can't work the claims directly, however we can connect with the agents that process the claims for a status update and escalation if needed. Please send us a direct message with you name and service address. We will connect with the claims team and see how we can help from there.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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
(edited)
3
0