Store unable to make an exchange

I am trying to exchange my new phone for a different brand and I am well with the 14 days. Some glitch in the system won't let them make the exchange!!

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XfinityAngie

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3.1K Messages

5 hours ago

user_27ty2p, I'm sorry to hear you're having trouble exchanging your phone. Did they give you a reason when you were at the store?

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The system wouldn't let them. They tried 7 times for well over an hour with no luck. It's very frustrating. I went back this morning and no manager on duty at the store, so they couldn't help again. I think it may have to to with my trade in. I purchased this pixel 11 pro xl on 10/22 in the store and traded in my s25 ultra 512gb phone at that time in the store. The app shows my trade in as accepted.

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5 hours ago

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XfinityAngie

Official Employee

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3.1K Messages

user_27ty2p,

Please send us a DM with your name and address.

Here are the detailed steps to direct message us:

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. An “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.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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5 hours ago

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user_27ty2p

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I have sent the direct message. No response yet

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5 hours ago

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Customer Service

user_27ty2p

Store unable to make an exchange

XfinityAngie

user_27ty2p

XfinityAngie

user_27ty2p

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