Terrible Customer Service

I picked up a new cable modem from an xfinity store and installed it and all is good. Then I received a voice data modem I didn't ask for or even want. I've been on chat with actual humans for 2 1/2 hrs trying to get a return label to return this unwanted un-asked-for voice data modem. I answer all their questions, then there's a long pause of no activity and a new person is now chatting. So I have to start all over again and so on and so on for 2 1/2 hrs getting pushed through 7 different people. The chat people tried returning the wrong modem. They wanted me to drive to an xfinity store to return it (not happening). And the last chat guy turned off our service or power cycled something because we lost connectivity for a few minutes. What a mess!

So here's the deal. I was sent an unwanted un-asked-for voice data modem. This modem will sit in it's box until i receive a return label. That's it. I'm done with phone calls, I'm done with chat. And I'm absolutely not driving anywhere to correct your mistakes.

So you choose. Send me a return label, and you'll get your modem back. Don't send me a return label and the modem will sit here in it's box forever. You choose. I'm done. You're mistake.

Responses

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XfinityDena

Official Employee

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4.2K Messages

1 year ago

@user_4g3e0o I am sorry you were sent an unwanted modem. We have made the process a bit easier for you. Here: https://www.xfinity.com/support/articles/returning-your-equipment?linkId=85670289 are the steps to initiate a return of your equipment. We have an awesome partnership with UPS and will take care of the postage for you!

You can schedule an at-home pickup by initiating the equipment return at the Digital Returns Center, printing the UPS return label, boxing up the equipment and then calling 1-800-PICK-UPS to schedule the pickup. You will need the tracking number from the UPS return label to schedule the pickup. Or you can always visit a local service center to return the boxes. If you are needing any assistance in locating a service center you can follow this link: https://www.xfinity.com/support/service-center-locations/ to locate one near you.

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user_4g3e0o

2 Messages

So thanks but not helpful. So here (https://customer.xfinity.com/devices/returns/new), I only see the modem I WANT TO KEEP. The directions at the link you provided (https://www.xfinity.com/support/articles/returning-your-equipment?linkId=85670289), then tell me 'If you don't see your device, simply follow the return options below.'

These return options are,

1. Option one: Online with prepaid shipping label

2. Option two: Xfinity Retail Store

3. Option three: UPS Store

So as I already said, I'm not driving anywhere to correct your mistake. So options 2 and 3 are out. Option 1 sends me right back here (https://customer.xfinity.com/devices/returns/new), where again all I see is the modem I WANT TO KEEP.

I'll keep repeating myself. Just email me a darn return label. Otherwise, the modem will sit here in it's box until I finally get a return label. I suspect this will never be resolved and every year I'll still see that darn voice data modem sitting in it's box. Because as far as this entire experience has gone, no one knows what they're doing. What a mess. So you can choose. Send a label or don't send a label. Your choice. I'm done

1 year ago

0

XfinityEva

Official Employee

•

2.4K Messages

Since you are not seeing the modem as an option for return you can also send us a direct message to check for that serial number.

To send a direct message:

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

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1 year ago

0

Customer Service

user_4g3e0o

Terrible Customer Service

XfinityDena

user_4g3e0o

XfinityEva

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