Equipment return.

I’m extremely frustrated with the process for returning Xfinity equipment at your retail stores. I came in for what should be a simple two-minute transaction: hand over the equipment, have it scanned, and receive a receipt. Instead, I’m required to wait in the same queue as customers purchasing phones, activating new lines, changing services, and handling transactions that can easily take 30–40 minutes each.

This makes absolutely no sense from a customer-service or operational standpoint. Equipment returns should have a dedicated drop-off process or express queue. There is no reasonable justification for making a customer wait potentially an hour just to hand an employee a piece of equipment and have it scanned.

I understand stores can be busy. My complaint is not about the employees working here—it is about the process Xfinity has put in place. Whoever designed this system clearly did not consider the enormous difference between a two-minute equipment return and a lengthy sales or account-service transaction.

Please seriously consider implementing a dedicated equipment-return/drop-off line. This is an unnecessarily frustrating experience for customers who are simply trying to return Xfinity property and close out their obligations.