Visitor
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9 Messages
Complaint for a frustrated experience to get a return label
I have suffered an extremely bad experience when dealing with Xfinity Mobile to get the return label to ship back the device (iPhone 14 Pro) I purchased and got delivered on 3/10. The order number is 3731**********7964. I submitted the return on 3/21, then was waiting for the returning label for me to ship back the phone through Fedex. I didn't see anything until on 4/1 got an email from Xfinity mobile asking me to ship back the phone as soon as I can, but without the return label again. I was waiting couple days later until on 4/6 I finally got an agent to help me create an escalation ticket after about 3 hours on the phone waiting and talking about the issue. I was told to wait for 24 hours to get a return label in my email, but the next day I didn't get anything so I called again, the agent told me no I need to wait for another business day or 2. I followed up this week again on 4/10,11,12,13 and every time I had to provide the information from beginning and the phone was transferred to several agents and nobody can really help me to just send me simply a return label which I should get back in Mar. The worse part is their agents always promising to have my back, to get me a response to resolve it in 24 hours, but it still didn't happen. It wasted me over 10 hours on the phone since Apr 6th, and I tried to be patient again today, the last agent told me it should be 7-10 business days to resolve an escalation ticket, so she asked me to wait more days again. So was she saying all other agents were lying to my face or none of these Xfinity Mobile agents knows what are they doing? And also so funny, the other agent who transferred the line to this last agent promised me it should be a 5 mins process, I should rest-assured. But now, after 3 weeks from the original return request and over 10 hours on the phone with xFinity agents??? Pls, I only need a return label!
CCXavier
Official Employee
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695 Messages
2 years ago
Hello, thank you for taking the time to reach out to us. I apologize as much as I would like to assist you, we do not handle mobile concerns. We have a specialized department that handles our Xfinity Mobile services. Allow me to provide you a direct number to our awesome Xfinity Mobile Team, please call or text 1-888-936-4968 or click on https://www.xfinity.com/xfinityassistant/?channel=xMobile to reach a Xfinity Mobile specialist at your earliest convenience for further assistance. I hope you enjoy your XFINITY services and you have a wonderful day! Did you have any other questions or concerns that I can assist you with?
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user_fru_stra_ted
Visitor
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9 Messages
2 years ago
As I mentioned, I called this awesome Xfinity Mobile team dozens of times and wasted already over 10 hours on the phone with the awesome agents. Thank you!
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user_fru_stra_ted
Visitor
•
9 Messages
2 years ago
I have suffered an extremely bad experience when dealing with Xfinity Mobile to get the return label to ship back the device (iPhone 14 Pro) I purchased and got delivered on 3/10. The order number is 3731**********7964. I submitted the return on 3/21, then was waiting for the returning label for me to ship back the phone through Fedex. I didn't see anything until on 4/1 got an email from Xfinity mobile asking me to ship back the phone as soon as I can, but without the return label again. I was waiting couple days later until on 4/6 I finally got an agent to help me create an escalation ticket after about 3 hours on the phone waiting and talking about the issue. I was told to wait for 24 hours to get a return label in my email, but the next day I didn't get anything so I called again, the agent told me no I need to wait for another business day or 2. I followed up this week again on 4/10,11,12,13 and every time I had to provide the information from beginning and the phone was transferred to several agents and nobody can really help me to just send me simply a return label which I should get back in Mar. The worse part is their agents always promising to have my back, to get me a response to resolve it in 24 hours, but it still didn't happen. It wasted me over 10 hours on the phone since Apr 6th, and I tried to be patient again today, the last agent told me it should be 7-10 business days to resolve an escalation ticket, so she asked me to wait more days again. So was she saying all other agents were lying to my face or none of these Xfinity Mobile agents knows what are they doing? And also so funny, the other agent who transferred the line to this last agent promised me it should be a 5 mins process, I should rest-assured. But now, after 3 weeks from the original return request and over 10 hours on the phone with xFinity agents??? Pls, I only need a return label!
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CCXavier
Official Employee
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695 Messages
2 years ago
Have you reached out to them in chat https://www.xfinity.com/xfinityassistant/?channel=xMobile?
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user_fru_stra_ted
Visitor
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9 Messages
2 years ago
tried everything.. this was even worse. The chat got disconnected just if you switch a window. They never call you back even I have the number on file.
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