5 Messages
Can’t Return xFi Pod
Seems like this a a fairly common occurrence. I’m trying to return an xFi pod ordered for a refund. I’m within the 30 day return policy. While my account shows the charge for the pod, the equipment does not show up under my items so if I go to the device return link I can’t choose it. I filled out an online return form and then received an email a few days later. However the link to produce the UPS shipping label logs me into my account and says nothing found. This is likely due to the initial issue of the pod not being on my account.
So I drive out to a store on a rainy Sunday with my small child and they can’t return them either because a manager isn’t on duty. They provide a direct line to Xfinity cs, which I call. They can’t make a ups ticket either. I’ve spent hours taking to them and finally one agreed on Monday to schedule an ups pickup at Xfinity’s expense. Yet I revive no case number, no email, no text. I called back this Wednesday and go through the same ordeal. This time I get case number and am assured ups will reach out shortly, but the next day the case is closed.
I’ve spent at least a dozen hours on this. As such, I’m requesting that the funds simply be credited back to my credit card without further action on my part. I think I have really gone above and beyond trying to return these. I’m surprised Xfinity hasn’t just paid me back and issued a $100 credit as an apology. I’ve already contacted AT&T who has agreed to pay any cancellation fee I may encounter by switching. If I don’t get a resolution by today, I’ll be cancelling.
XfinityArmand
Official Employee
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2.1K Messages
1 year ago
Hello there @user_i37dqi! Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum to voice your concerns. We are so glad to hear from you and want to help in any way that we can to get things squared away. No worries! You have reached out to the right place. Please feel free to shoot us a private message so that we can get a closer look at things for you.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• 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
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XfinityArmand
Official Employee
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2.1K Messages
1 year ago
Thank you so much for that info. At times, the devices may not be visible in store. You can always return the devices at a local UPS Store and they can be returned to us, free of charge.
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XfinityArmand
Official Employee
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2.1K Messages
1 year ago
No worries! You won't need a shipping label. We have an agreement that with UPS Stores that they will return devices to us free of charge to our customers. Just be sure to follow up with your receipt. There will be a confirmation of return there that you can share with us.
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user_e540ba
Visitor
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1 Message
10 months ago
I have the same issue. I’ve been on the phone and chat with Xfinity customer service 7-8 times for over an hour each time, trying to return 2 xfi pods I purchased online from Xfinity. Each time they try to direct me to the online device return form which I’ve already filled out over 10 times. It’s the same playbook from each customer agent…”don’t worry, we will take care of this today before the call ends”. Then it’s the same spill each time. I’ve been told that I could take them to my local Xfinity store to return them but my local Xfinity store won’t accept them back because they were purchased from Xfinity online. I still haven’t received a email from submitting the online return form many, many time.
Were you ever successful in returning your xfi pods?
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