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user_135s5a
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Regular Visitor

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13 Messages

Monday, December 30th, 2024 7:50 PM

Can't get correct remote replacement

We upgraded to X1. The remote sent in that X1 package does not work for me bc I have limited dexterity with my hands.   Xfinity has sent 4 wrong remotes, not the XR11.  I've been on chat multiple times.  Today was on chat over one hour and had 6 different agents helping me.  How can I get this truly escalated?  I now have 3 remotes that I need to spend time to take to the store to return to you.  I already returned the 4th one to store.  I have spent a lot of time on chats to correct this.  It is a waste of my time and a waste of your time and your shipping.  I am very annoyed with Xfinity.

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Updated 

4 months ago

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XfinityGabriel

Official Employee

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2.2K Messages

4 months ago

 

user_135s5a, Hi there! Thanks for reaching out. I can understand the importance of getting the best remote that best fits your needs as a subscriber myself. I am sorry to learn that we have sent you the wrong remote and apologize for the inconvenience that this has caused. I appreciate you greatly for your time spent on this. You've reached the right place. We are a team of experts who are committed to providing solutions to remote concerns such as this over social media. We can help. To get you a remote as quickly as possible, I recommend in picking one up at your nearest store. How does this sound? I also would like to know if you have heard about our large button remote. Here is a great link to more details here. Is this something that would work better for you?

 

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user_135s5a

Regular Visitor

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13 Messages

Interesting.  At the store we were told that they do not have any remotes in the stores.  The closest store is 25-30 minutes away and not convenient.  Thank you for your response.  I am not interested in the large button you offered.

(edited)

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4 months ago

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XfinityGabriel

Official Employee

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2.2K Messages

 

user_135s5a, That is interesting. I will be happy to check on the inventory for your nearest store. To research this further, please feel free to send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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
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

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4 months ago

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user_135s5a

Regular Visitor

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13 Messages

Yes, please locate an XR11 remote for me. I now have 4 that have been sent that are NOT XR11 and the 5th time the chat agent lied to me and gave me an old tracking number instead of ordering an XR11.   I have entered my address in the chat box.  Not sure what you mean by "our shared handle Xfinity Support"

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4 months ago

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