5 Messages
Do not buy a phone from Xfinity. It's a scam
I bought a Google Pixel 9 pro fold that ended up with a manufacturer defect. I took the phone to Google and one of their engineers confirmed it is defective and offered to replace it with a brand new phone. All I needed was proof that I bought the phone. When I contacted customer service they told me the only way they would give me proof was if I paid off the phone in full. So pay the remaining $1600 which means I would forfeit my 20 months of remaining monthly credits as part of the deal of buying a new. Over $400 worth of credits. All I need is a copy of the receipt when I bought the phone. That simple. I spent over 14 hours contacting customer service who refused to give me any help. They told me I have to go to Assurant and use my insurance. Why would I pay a deductible and get a refurbished phone when the manufacturer admitted it's their fault and they would hand me a brand new phone on the spot. It's like they have a deal with Assurant and get some money for forcing people to file claims. Do not buy a phone from Xfinity. Go directly to the manufacturer. Xfinity will get you into a contract and then find a way to force you to pay full price. I bought a $1900 phone and can't even get a copy of my receipt. A digital copy so it wouldn't even cost them $0.01. I'm afraid if I do pay off the remaining balance they still won't provide me with proof that I own the phone.
XfinityAirelle
Official Employee
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2.2K Messages
7 days ago
I'm sorry you had such a frustrating experience. It sounds like you went through a lot trying to resolve the issue with your phone. Dealing with a manufacturer defect should be straightforward, especially when the manufacturer is willing to replace the device. our team would like to help. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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user_nt8i9u
5 Messages
7 days ago
Update on reaching out to Xfinity Support and still no help. They have to put in a ticket that could take 48 hours to get a response. So I have to sit here with a defective phone that is progressively getting worse and about to be completely unusable. They won't even transfer my phone line back to my old phone while I wait to get this issue resolved. The only solution this company has offered me is to pay the remaining $1600. They just want your money.
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user_nt8i9u
5 Messages
4 days ago
Update. So Xfinitys decided they would get a hold of me by trying to call a defective phone. The screen now no longer works and I can't see when someone is calling me. Since I couldn't answer the phone they just closed the ticket. I responded to their missed call emails and requested they contact me by email but they just ignored that. They won't switch my line to a old phone so I have some way to communicate. Instead they are forcing me to pay out the remaining $1600 or pay for service and a lease on a defective device for the next 20 months.
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user_nt8i9u
5 Messages
11 hours ago
When customer service wants to cancel all your services that is a sign that they don't care about your business. I've never seen a company so fast to want to cancel your service. They also blamed me for the delay because I'm posting comments publicly. They messaged me on the 16th, I responded twice on the 17th and again on the 21st. XfinityAriel made a comment about me posting publicly. So as payback they will ignore you for calling them out publicly.
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