Xfinity Broke my phone

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!

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XfinityGabriel

Official Employee

•

3K Messages

5 hours ago

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.

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user_of0v59

Visitor

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15 Messages

@XfinityGabriel hi please send me an email. I can't access the direct message option

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4 hours ago

0

XfinityJoe

Official Employee

•

1.2K Messages

@user_of0v59

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

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

See https://comca.st/3kYXwkR for an example

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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4 hours ago

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user_of0v59

Visitor

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15 Messages

Is very extrange that for new customers you al give away phones, fees, credits, etc but to keep an old customers like me. Who has been years with you. I have to beg to get the issue you all caused, fixed! Such an awful treatment to loyalty! It's shameful!

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2 hours ago

0

XfinityKam

Official Employee

•

6 Messages

Thank you for continuing to reach out to us. We are happy to help you look further into this. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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2 hours ago

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user_of0v59

Visitor

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15 Messages

I have sent you direct messages. I have logged in. I dont understand.

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2 hours ago

0

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user_of0v59

Visitor

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15 Messages

3 hours ago

Is very extrange that for new customers you al give away phones, fees, credits, etc but to keep an old customers like me. Who has been years with you. I have to beg to get the issue you all caused, fixed! Such an awful treatment to loyalty! It's shameful!

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user_of0v59

Visitor

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15 Messages

26 minutes ago

Hello,

Im at the store in Reston va

How can I get this addressed? I really need a replacement.

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XfinityKam

Official Employee

•

6 Messages

@user_of0v59 I am glad you were able to visit our store, I am hopeful we are able to resolve this issue for you. If you still need assistance after you visit the store please send us a direct message with your name and address.

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14 minutes ago

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user_of0v59

Visitor

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15 Messages

Hello,

I'm at the Reston va store.

I need someone to contact the store they will only look at the phone. I'm not paying for a new one, nor paying for fixing it, nor for paying for anything.

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10 minutes ago

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Customer Service

user_of0v59

Xfinity Broke my phone

XfinityGabriel

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XfinityJoe

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XfinityKam

user_of0v59

user_of0v59

user_of0v59

XfinityKam

user_of0v59

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