Contributor
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24 Messages
Chat and "Free" phone offer
Every time I chat about what should be a quick, straightforward matter, the agent tells me they will sign me up for a "free" phone (iPhone SE once and Moto G the other times). When I question them about whether there are 24 months of credit (not free) or other commitments, I get different answers. One agent said there were no credits, contracts, or catch, just a free phone. When I asked for a link to the promotion terms, the same agent sent me a link to fill out my social security number and e-sign with no details about what I was signing. I said "NO" firmly and ended the chat. During a callback, a phone agent said there were 24-month credits on the "free" phone. I had my "NO" ready for them after that.
Do agents get a perk when customers sign up for the "free" phone? If so, the practice of tying perks to sales encourages some bad behavior. Think about older people or someone else who could be pressured into an agreement without knowing all the facts. There are even taxes on the phone once activated, which means there is a cost.
XfinityMartyR
Official Employee
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2K Messages
1 year ago
Thank you, Kam789 for your feedback. Customers definitely want to get all the details when accepting a new offer for service, including Xfinity Mobile. The Xfinity Mobile "On Us” promotions are generally available when adding to a new line of service or porting an existing phone number. The device credit, is equal to the full retail value of the device, and will be delivered to the customer in the form of monthly bill credits spread equally over 24 months. The first credit will be applied at the time of purchase. Depending on the offer, there may be other qualifying factors. If customers are ever in question of what is being offered, it's suggested to contact the Xfinity Mobile Team for additional details. The Xfinity Mobile support center can be reached by calling 888-936-4968
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