marynorrie's profile

Regular Visitor

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5 Messages

Mon, Nov 30, 2020 1:00 PM

No shipment tracking email received

I ordered a new modem but did not recieve an email with my shipment information.  I do have the order number.  The expected arrival date has passed, but I have no way to track my order.  I need to get tracking information for this shipment.  Thanks

Responses

Accepted Solution

Regular Visitor

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5 Messages

6 m ago

Hi, 

 

The new modem is working out great.  I appreciate your followup information about the phantom order.  Possibly it was an auto-generated message that was generated under the specific conditions I encountered that didn't actually trigger a new action of placing an order.  Regardless, everything is good now so I'll mark this as completed.  

 

ComcastTambrey

Official Employee

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2.7K Messages

6 m ago

Hello, marynorrie! I would be pretty concerned at this point too if the delivery date for a piece of equipment I was expecting had passed too. I'd like to check into your order and help figure out where your shipment is. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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5 Messages

6 m ago

Hi Tambrey,

 

My name is Mary .  My service address is 1 The order number in question is:

 

I have since gone to an Xfinity store and picked up a new modem, rather than waiting and wondering what was going to happen with both this response and my order shipment.  

 

Thanks for looking into this for me.

 

Mary

Official Employee

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6.7K Messages

6 m ago

Thanks so much for replying with the additional information, however we have edited your post to remove your personal information, as we urge you to never post this Personally Identifiable Information on a public post. For future reference, to send us a private message: click my username (ComcastJoeTru) to view my profile, then click the link that says "Send a message" and there you can compose a private message that is sent directly to me, and my team. We protect your information in private messages. 

We're glad you made it to the Xfinity Store to get your new modem, that way you could get connected and online quickly. Regarding your recent order, I checked your account and I don't see any modem was shipped out. I can see your new XB7 modem issued yesterday, and I see your old modem. There's no other modems on there or being shipped. Apologies if the order fell through the cracks somehow. 

 

Please let us know how we can help you further. How is your new modem working out? 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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