Xfinity Broke my phone

Question

2/12 Can someone call n make the appointment on my behalf for tonight to take the phone ‎17:19 It seems there is nothing available tonight but it's also open until 8 pm ‎17:20 We unfortunately have the same appointment access as you and the local stores don't have direct numbers to call. Xfinity Stream Review • ‎17:21 Thanks though ‎17:24 Fri, Feb 13 Hello, good morning. Any updates? Pls. ‎10:25 Thanks for reaching back out, your ticket is still open and as soon as an agent is assigned they'll reach out to you, generally once we create the ticket they reach out to you within 24 to 48 hours But if you can wait for till then, I recommend you go one of the local Xfinity retail stores, which I show the closest one to you is located at 2254 B Hunters Woods Plaza Reston VA 20191 Xfinity Stream Review • ‎10:36 I want to cancel the service I was told someone will get in touch with me to follow up. Please pass this to a manager because im going to make a consumer report. ‎10:42 I know is not you directly but im tired 3 days no phone every one asking me to follow steps and not even the courtesy of an apology through email ‎10:43 I need this to be escalated I bought that phone, was finally paid and it was broken by your team member ‎10:44 None can answer for the phone and yesterday while they were putting codes and working the back end of the cellphone it got soooo hot I had to put it down That phone won't even open images now I need a manager please ‎10:45 Telling me to go to a store 50 mn away from me, I have to request time off from work to go there because it closes at 5 pm ‎10:46 I had spent 3 days of work hours adding codes being in chats following steps. For the phone not to work not to function and not even an apology This what Xfinity does! No follow up,  no email! Nothing! They just dont care. They broke my phone and I don't matter to them as a customer  a long of years customer.   I want out!

XfinityGabriel · Answer

user_of0v59, Hi there! Thanks for reaching out. I can understand the inconvenience caused as a consumer myself. I’m truly sorry you’ve had to go through all of this. Spending three full days entering codes, waiting in chats, following steps, and still ending up with a phone that doesn’t work, and without a single followup or apology, is absolutely not the experience you deserve. It’s understandable that you feel like you don’t matter after being a loyal customer for so many years. Anyone in your situation would feel the same way. Your time, your device, and your trust all matter, and I’m really sorry that wasn’t reflected in the way this was handled. I want to help turn this around for you. Before you make any final decisions about leaving, let me take ownership of getting this resolved the right way. Our team of experts can help make this right. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

Customer Service

user_of0v59

Xfinity Broke my phone

XfinityGabriel

user_of0v59

XfinityJoe

New to the Community?