5 Messages
make complaint about customer service
i just got off the phone with an agent who is clearly not located in the US because it was made apparent the agent doesnt understand the differences between a pick-up label and a shipping label. i'm trying to return xfinity equipment i cant use because i'm not able to activate it. xfinity provides a prepaid SHIPPING label. when its picked up by UPS, they need a PICK-UP label to go out with the shipping label. xfinity needs to provide the pre-paid PICK-UP label, or i get charged for the pick up. dropping off is not an option for me.
i tried to explain nicely to the agent the differences and finally decided to ask for a supervisor hoping the sup would understand what i'm asking xfinity to do regarding the prepaid PICK-UP label. i shouldnt have to pay to return equipment! the agent left me on hold for a bit which was fine. when the agent came back a third time the agent kept trying to give me options we had already talked about that dont work. when i asked the agent again to put me through to a supervisor the agent had the audacity to start pretending like she couldnt hear me over the phone...the same call we'e been on for over 30 mins and on a few holds. this agent needs to be fired!!!
EG
Expert
•
111.5K Messages
1 year ago
The concern is not "Home Networking" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
3
0
XfinityDemitrius
Official Employee
•
1.9K Messages
1 year ago
Hi @user_7ho4zg,
Thank you for visiting our official Xfinity Forums Community support page. We appreciate you taking the time to provide us with your feedback regarding your experience with a representative. I apologize, but we do not currently offer return shipping labels with prepaid pick-up.
We do offer a wide range of return options such as visiting a local Xfinity Store, visiting a local UPS Store (Package and Ship for no charge), or printing a return label online from our Digital Return Center. You can find more details by visiting our 'How to return your Xfinity equipment' support page.
Listed on our 'How to return your Xfinity equipment' support page, provides the following "Call 1-800-PICK-UPS to schedule an at-home pickup by using the label tracking number. Note: UPS may charge a fee for this service. We don't cover this or offer credit for it."
If you have a label and packaged the device already, you can drop the package off at a UPS Drop Box or wherever UPS Shipments are accepted. I apologize that we are unable to offer a prepaid pick-up label as we do not offer those at this time. If unable to visit or drop off, perhaps a friend, neighbor, or family member can assist further.
3
0