Visitor
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2 Messages
Free watch is a scam - deceptive business practices
Like many other Xfinity customers, I was offered a “free” smart watch for being a platinum member. After ordering the watch, I received a charge on my bill for the watch as it had been added to my account on a payment plan. I called customer support, and they told me that there must have been an issue on their end and they would work to get it resolved so I would receive the discount for the watch.
After over an hour, they told me that they were still in the process of getting it resolved, but I could hang up, and they would send an email detailing that they resolved the issue.
After a few days, having not received an email, I called again.
This time, the representative told me with confidence that it was normal that I would see a charge for the watch, but if I just wait for the statement, I would receive a credit for it.
Fast forward a month, I check my statements, and I’m not receiving said credit.
I called customer support again. I explained to at least 4 different people and kept getting transferred and “escalated”.
Once I got to the ceiling for escalation, the “account executive” told me that they can’t do anything for me. I can’t receive a credit because it “must have been” user error that the promotional code did not work because I ordered it online instead of going in store or calling to order.
And she said they can’t refund me and return the watch because I am past the return window (which was only the case because I was told by the last service rep that I should just wait…). She insinuated that I was inept and gave me an attitude the entire time. Possibly the worst customer service ever experienced.
I then looked further into it, in customer support forums, on Reddit, and local businesses reviews, and saw that hundreds of people have been stating the same thing happened to them.
And not just with online orders, even people who had been called by a representative and offered the promotion.
How could the representative have messed up applying a discount that they are calling specifically to promote!
I called once more, went through all the channels again, and spent over an hour on the phone to finally be offered the option to return the watch. I have not yet done so, so I may be updating the outcome at a later date.
My question is, this is obviously a scam and a deceptive business practice. How are they able to do this and how have they not been sued?
XfinityEva
Official Employee
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2.5K Messages
15 hours ago
@user_8n5dj6
Thank you for taking the time to share your experience. We understand how frustrating it must be to be told multiple times that an issue would be resolved, only to have to repeatedly contact support and receive conflicting information. We never want any customer to feel dismissed or misled, especially after investing so much time trying to get answers.
We're glad to hear that a return option was ultimately offered, though we recognize that doesn't undo the inconvenience you've experienced. We'd like the opportunity to review your concerns further and ensure everything has been properly addressed. To do so please send us a direct message with your full name and the service address to get started.
How to Send Us a Direct Message:
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