Free UPS Pickup is Not Actually Free?

On the Xfinity returns page, it explicitly says that UPS at-home pick up will be free. Here is the exact quote:

"Our Response to Coronavirus (COVID-19): We're now offering you more ways to return your equipment. You can schedule a free at-home UPS pickup, return your devices at a UPS Store, or return your devices at a local Xfinity Store."

When I tried to schedule my free pick-up, I learned that UPS would actually charge me around $14. The customer service agents I spoke with at Comcast and UPS both seemed baffled that I would expect free pick-up and kept repeating that Comcast only prepaid the shipping costs. Why is pick-up advertised as a free, Covid-safe option when it is not actually free?

Responses

CCKimberly1

Official Employee

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842 Messages

3 years ago

Thank you for reaching out to us on our Xfinity forums today, @comcastuser2004. My name is Kim, and I will be more than happy to help out here!

When you called 1-800-PICK-UPS to schedule an at-home pickup did you provide the label tracking number from the label for the equipment you are wanting to return?

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comcastuser2004

Visitor

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2 Messages

3 years ago

Yes, I gave them the tracking number directly from the label, and they said only the shipping and not the pick-up had been covered.

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CCKimberly1

Official Employee

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842 Messages

I would really like to look into this a bit more for you. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

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user_6de027

Visitor

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1 Message

3 years ago

I am trying to figure out the same thing getting my Xfinity equipment returned! 2 chat agents told me the fee would be covered for UPS pick up at home but when I called Xfinity 800 number they said no it’s not! Would appreciate some clarity! Thanks!

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XfinityChristina

Official Employee

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923 Messages

Hi, @user_6de027, OP @comcastuser2004, and any others seeking assistance on this thread.

As of this moment, we are looking further into these charges. It's a case by case situation if we can apply a credit or have this service continue to be free. We are doing further research and checking on our most up-to-date policy information.

If I can get someone to please send us a DM with your name, the full address, and the tracking number of the printed label, we can look further into this and get a definitive answer.

I will make sure to update this thread as we can with new information. I appreciate everyone’s patience and understanding while we investigate this.

You do have a few options though that are free

-Going into a UPS store directly (with or without the equipment being packaged up)

-Giving the packaged equipment with a return label to a UPS driver

-Going into a Xfinity store

As far as a DM, I will post the instructions below:

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.

Click "Sign In" if necessary

Click the "direct messaging" icon or https://comca.st/3UET8Zh

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

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user_8ee65f

Visitor

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1 Message

3 years ago

I have the same situation. And I can't send a DM until invited to do so. 16 days ago there was a promise to update the thread with new information. How's that going? :-) Thanks!

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XfinityDemitrius

Official Employee

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1.8K Messages

Hi @user_8ee65f,

We appreciate you taking the time to reach out over our Xfinity Community Forums. Reviewing our information, pick-up options are up to the UPS Store. As mentioned above, we do provide a few quick and convenient ways to return equipment such as visiting a local Xfinity Store, visiting a local UPS Store (Package and Ship for No Charge), or print a UPS return label where you can print and drop off at a local UPS Store or eligible drop box location.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

Customer Service

comcastuser2004

Free UPS Pickup is Not Actually Free?

CCKimberly1

comcastuser2004

CCKimberly1

user_6de027

XfinityChristina

user_8ee65f

XfinityDemitrius

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