File a complaint

I used your Xfinity app to easily upgrade my Samsung S22 (purchased from the Valley River Center location, in Eugene Oregon) to the S26+. It arrived fast and self activation was a breeze, thanks! Your official website states you are explicitly given the choice to "Drop off at the Xfinity Store" alongside the option to send it by mail. When I typed in my ZIP code it showed me my local location at valley River Center as an acceptable location to do this. 

 I made an appointment to the online system at the linked location and when I showed up

"Nicole" checked me in near the front of the lobby. I asked her if I was able to just drop off my device and she said I would need to wait for an agent to do it on the computer. I patiently waited from around 4: 18pm until 4: 47pm, and then Nicole herself brought me to a desk to help. When I handed her my phone she immediately was dismissive,.and said "Oh no you have to do that yourself ,and take it to UPS." I informed her I was following the correct method stated through the official Xfinity website and that it had specifically linked me to their location, and she cut me off and said no that's not right. I pulled up the information on my phone and when I tried to show it to her she refused to make eye contact or look at what I was holding on my newly activated phone. I told her I would appreciate it if she could at least look at the information I'm showing her,. And she sighed heavily, gave me a snarky look, and stated " yeah this happens all the time, it says that . but we can't do it here" I stated that's not my issue and they should honor that or get it corrected. At that point she refused to acknowledge my complaint,.stood up and quite sarcastically told me "don't forget your phone if you don't get it traded in within 21 days you'll lose out!".

I told her Id likeim to file a complaint ,and then went to document information on my phone, and she started raising her voice unnecessarily ( making EVERY other customer an employee in the store look at us), talking about I don't give you permission to record me!" At that point I just asked for her name so I could make this report online, and after initially not answering me she eventually said Nicole. 

Whether or not the root of the issue false on the website or the store for being wrong I absolutely do not appreciate her lack of professionalism and dismissive, rude attitude.