Very unhappy

I wanted to speak with someone about a recent experience I had in trying to get my phone replaced. I am sending it this way as I feel I have truly exhausted all other contact options and was left so angry by the entire experience that I am considering changing phone providers once i have my devices paid off, even if it means spending more money. What I had to go through was unprofessional and honestly just a waste of my time and money. A cell phone is honestly a necessity in this day and age and going weeks without one is a horrible way to do business.

At the beginning of this month, my phone started having an issue charging. I tried different cables, different charging blocks, different outlets, made sure the charging port was clean, restarted the phone multiple times, and it just wasnt staying connected to charge. After a few days of troubleshooting on my own, the problem became worse and the phone began alerting that there was water in the charging port constantly when none was present. It stopped charging completely at this point. I purchased a wireless charger, and for a day or two it worked to charge the phone. Then the phone would frequently stop charging while on the wireless charger. At this point, I reached out to Xfinity Support via chat to see about filing a warranty claim as I have had the phone for less than a year still. The chat agent I first spoke with directed me to file a claim through assurant, so I did this. After 24 hours, Assurant had no update at all on my claim as they promised they would. Just a message that mechanical failures are serviced by xfinity, not assurant. At this point, I called xfinity to see what could be done, and after spending over an hour on the phone, the only response I got was “i dont know why they directed you to us i don’t know who handles this but it isn’t us”. So i called back the next day to try to speak with someone else who may know more to get this resolved. At this point, i was directed to contact Samsung to have the phone replaced. Samsung directed me back to xfinity as the phone should still be covered by the one year warranty. I reached back out via phone again and was once again told that they didn’t know who handled this. I reached out once again by chat and after an hour and a half with the chat agent trying to figure out where to direct me, he gave up. He said he pushed some sort of update to my phone, which I dont believe he did anything at all as nothing updated and nothing changed with the phone and said if it is still an issue in 24 hours, to visit my xfinity store to have it replaced. I work overnights and rarely ever have a day off so this was nearly impossible to do. At this point, i had been almost three weeks with no phone. Personally, I find this completely unacceptable as this phone is my only means of communication. I rely on my phone for work, for emergencies, and so much more and going without that for as long as I did has left me with horrible feelings toward xfinity. I was able to get a day off and drive over 30 miles from my home to my nearest xfinity store where i was promptly told that i should have never been directed to them and that Assurant should be the one to process the claim. I was fuming and decided it would be best for me to leave the store before i lost my temper on the employees. I then called xfinity back about this and the only way i got my phone replaced was to tell them it had been broken. I had to pay $99 for them to replace my phone this route but I received a functioning phone the next day. I should not have had to pay for a mechanical failure while covered by warranty. I should not have had to go THREE WEEKS without a phone because no one within xfinity or assurant has any clue on how to do their job. I should not have had to waste hours of my time and a quarter tank of gas to get no resolution or real assistance on this at all. I am very unhappy and plan to take my phone service elsewhere as soon as i can.