Visitor
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1 Message
Need support for xfi pod replacment
I have spend a week retelling the same story because the support chat app bounces me around to multiple agents and no one can help me.
I wanted an email to talk to someone directly without going through the app but I cant find a way. I spent 3 hours being bounced around on Tuesday and yesterday finally got a chat session with a supervisor but they never responded and the chat timed out again.
The real issue:
Last week i purchased a xfi pod for $119 from the xfinity website. It arived on Saturday. I plugged it in with no issue, but when i started to activate it with the app it started popping and hissing and then started smoking. I removed it so it wouldnt burn my house down. I contacted support through the app on Saturday. They told me i have to bring the unit to a xfinity store and put a ticket in for a replacement. I took the equipment to the store on Monday. The manager there took it and said they put a note in my account but couldnt do the replacement. They said to go back to the online support.
So on tuesday i spend 3 hours being sent between 4 or 5 different agents all saying they cant complete the return because the pod was never activated. All the agents wanted to do was sell me a different plan. I dont want to be paying xfinity more money after your equipment almost caused a fire. I want to get a replacement for the bad pod or a refund.
XfinityJustinM
Official Employee
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875 Messages
4 hours ago
Greetings @user_jmt3qd,
Thanks for taking the time to detail our experience with us here. Most importantly, I am glad you are safe. It sounds like the team at the store may not have been able to process the return because the equipment has to be returned/exchanged in the same manner that it was ordered. For future reference the How to return or exchange Xfinity WiFi Extenders or Storm-Ready WiFi and Battery Backup article details the return/exchange policy as well as includes the form eneded to complete the return/exchange. We'll need to take a closer look at your account to determine the next best steps to resolve the issue here. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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