Visitor
•
3 Messages
Dickson City, PA store [Edit]
So I was just given a new gateway and you guys no longer give the label the ship it to you so I have to go to the store. Unfortunately there's only like one store in my area. The store manager [Edited: "Personal Information"] said that they won't take equipment. I have to make an appointment and it's a 45-minute wait just to return equipment meanwhile, anyone who was buying a cell phone or upgrading their account had priority.
When I asked him, is there any other way besides this? He informed me to go to UPS and have him scan the box. When I told him the box for the new gateway is a third, the size of the old one and UPS won't do it and that I shouldn't have to wait 45 minutes to return a piece of equipment that has a serial number. A MAC address. All registered two-man account but he says they have to log into the customer's account It should just be a scan and go.
The manager [Edited: "Personal Information"] actually yelled at me when I requested someone to contact over him and he said he is the top dog and there's nothing he or anyone else will do. And again, the only way to talk to someone is through your 1-800 number, which is next to impossible to get a representative. You know in the first five questions one of the questions should be. Would you like to speak to a representative now?
Honestly, I would love to talk to someone, but I'm serious to thinking about switching over to empire because again there's only one store and I don't want to deal with a [Edited: "Personal Information"] ever again
XfinityOrlandoM
Official Employee
•
2.1K Messages
13 days ago
@user_8lbn0b
Thanks for reaching out to us, if you need a return shipping label this link https://www.xfinity.com/support/articles/returning-your-equipment has great information on how you can print off the shipping label to be able to ship the equipment back to us or you can print off the shipping label and call 1-800-PICK-UPS and they can pick up the equipment for you
I do apologize for any inconvenience you experience at our Xfinity store as this is not the experience we want our customers to have. Go ahead and send me a direct message including your first and last name and complete service address and we can definitely submit feedback to our team that handles this store locations
2
0
user_8lbn0b
Visitor
•
3 Messages
13 days ago
Also, as a side note, he wouldn't even give his name to me. I had to walk around him until I found his name on his badge. He was purposely making it impossible to have any identification on him, and even his co-workers would not give his name again. I had to find it on his badge because he would not give that information. So I don't know if he's breaking some sort of rule or policy, or he's been in trouble before and he just didn't want to get in trouble again, but when a customer wants to file a complaint, you shouldn't be hiding your badge.
1
0