Visitor
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2 Messages
Where is my Return Authorization?
On or about June 27 I purchased a new Pixel 9a from the Salem, Ma location.
On or about June 30, received a new phone purchased in Salem, Ma location.
I noticed immediately that the phone was defective. I spent the next couple of days trying to adjust settings and researching fixes online.
On or about July 2, I went to the Danvers, Ma location to request a replacement. Xfinity, Danvers ordered a replacement.
On July 7, I received the replacement Pixel 9a. I was unable to activate the phone due to the original phone being defective, It would not turn on due to a defective power-on button.
On July 8, I visited the Salem, Ma location for help. Since the defective phone could not be turned on, TinaMarie (Xfinity rep) offered a second line, with a different phone number, to use temporarily until I can get the defective phone fixed. A different rep at the Salem, Ma location was somehow able to somehow get the new phone to use my original telephone number. I was at this location for 5 1/2 hours.
On July 8, I received an email with a link to a Return Authorization label for the defective phone. That link did not work. "Page not found"
On July 8, I called Xfinity customer service to have them resend the Return Authorization. I spent 1 hour on the phone. The Xfinity rep told me they opened a ticket, but at that point it made no sense to keep me waiting on the phone. Nancy (Xfinity rep) said she would call me back. She even mentioned that her return call would be an 888 exchange. I did not hear from her again.
On July 9, I called Xfinity customer service to once again ask for an email with a link to a Return Authorization label for the defective phone. That phone call lasted 1 1/2 hours. She did mention that there was an open ticket and that her returns dept will send me an updated Return Authorization link within the next 24 hours.
My concern is that the window to return the defective phone is closing.
I now have one working phone, but paying for two phones at $500.00 each
I am now paying for two lines on the same phone.
The only way to return a phone to Xfinity is via the Return Authorization label.
I shouldn't have to pay for a defective phone and two lines,
XfinityJamesC
Official Employee
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2.2K Messages
5 hours ago
Greetings, @user_a7024e! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having so many issues with this return, but I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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