Regular Visitor
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7 Messages
Wrong equipment impossible to return by mail
Received 2 replacement TV boxes by mail that are IMCOMPATIBLE with my TV's. Wrong boxes. No return label. No option to select these new boxes on-line as new boxes are not listed to select for return. Spent 2 hours on the phone and another hour on chat just trying to get a return label. Then misdirected by Agent to just call UPS to pick up. UPS said, NO, not without a return label. Can't go to store to return. Now what do I do?
XfinityMatthew
Official Employee
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1.5K Messages
16 hours ago
Hello @KA9 Sorry to hear you received incorrect boxes. Most likely the order is still open which is possibly why the boxes are not showing as return options. But we'd like to take a look what else we can do for you if the online option or visiting a Xfinity or UPS store in person won't work for you. Please send us a direct message with your full name and the service address to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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