Visitor
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XFinity Mobile - Shipping Claim
I opened ticket # [EDITED: Personal Information] due to my new phone shipment that was updated as "Damaged" by FedEx on the tracking. I have been waiting for 2 days with zero updates from XFinity and no clear indication as to why a replacement can't be immediately sent instead of making me wait for the process to play out with FedEx. I provided the only documentation that was requested, a screenshot of the tracking from my end. Again, that was two days ago and I have received nothing else from XFinity. I tried customer service again this morning, was disconnected in the middle of the conversation with the first representative (not sure whether it was on purpose or not) and the second representative gave me nothing additional other than the Tier Two team has the ticket and should resolve it by 11/1/26 (two full weeks after submitting the ticket). Do I have to file a complaint with the FCC to talk to someone that actually has the authority to do the right thing and get another phone sent out or let me go pick one up at a store nearby?
XfinityFrank
Official Employee
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2.7K Messages
1 hour ago
Hi there, @user_pbmlmu. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with your mobile phone shipment. With a shipping claim, there is collaboration with the shipping partner that does take some time. We can check on the status of the situation and see if there is any way an alternate plan can be made.
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (pencil and paper) icon.
4-In the "To:" line, type "Xfinity Support".
5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6-An "Xfinity Support" graphic will replace the "To:" line.
7-Type your message in the text area near the bottom of the window.
8-Press Enter to send it.
How to: Direct messaging within the forum
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