Apple Watch reward

Hello,

Xfinity online agent offered me a reward for staying a loyal customer for 9 years . The reward was $300 off an Apple Watch. I was told that it's completely free and that I do not have to pay anything. I repeatedly asked the agent if there will be any additional cost in my bill. I was told that if I choose to activate the watch, then I have to pay $10 but I can keep the watch without activation. If I choose to activate then I can use my iPhone 10 to activate the watch.

Now it looks like I have to pay the $10 every month even if I don't activate it.

A new agent tells me yesterday that if I don't activate within a month, I will be charged $300 for the watch.

On top of that , to activate the watch I need to have an unlimited plan and Im currently using by the gig.

I feel like Im being scammed by a reputed company with all the false information. I just want to return the watch but it it outside of return period.

Could you please suggest a way to resolve this?

Responses

XfinityGabriel

Official Employee

•

1.9K Messages

2 months ago

user_e3jfcu, Hi there! Thanks for taking the time to reach out. We appreciate you greatly for your loyalty for over 9 years! ❤️ I can understand how being advised something is free and receiving a monthly charge could make you feel this way. I am so sorry to learn about this experience. You've reached the right place. We are a team of experts who are dedicated to resolving return requests such as this. To further assist with this, may I ask some questions? When the reward was offered, was it redeemed through our Rewards Program via the XFINITY app? https://www.xfinity.com/rewards?linkId=167351213 Was the request after the 14 day return period due not seeing the $10 fee till after the 14-day window?

user_e3jfcu

3 Messages

14 days ago

Hello All,

I'm experiencing a nightmare since I got this watch.

It has been 2 months since Im trying to activate the watch and it is not working. I tried all options - online agent, visited xfinity store and called 1-800 number and spent hours and hours trying to troubleshoot the issue No luck yet. The store agent asked me not to come back and instead call 1-800 number.

They are also asking me to go to apple and report that the watch is not working and ask for a replacement. It is clearly an issue in xfinity network because the watch activation says my number is not registered in Xfinity network. But no one is ready to fix this issue.

On top this, the agent while trying to troubleshoot, deleted the watch from the account and tried adding it again. Because of this the rewards is lost and I'm being charged $12.99 per month to cover the cost of the watch. Im also paying the $10 connecting fees as well. All of this for a watch that does not work.

I have spent enough hours trying to work with the agents and Im exhausted now. You should be able to see the number of tickets that has been created.

Every time the agent activate and deactivate, I get a new charge and it is a pain to talk to them and get it refunded.

Im really done with this watch and I don't need it anymore and I don't want to pay for some thing that does not work.

I'm going through this mess for being a loyal customer for 9 years. Pls suggest a way out for me.

user_e3jfcu

3 Messages

I called 844-963-0125 and spent 3 hours on the phone to activate the watch no luck.

I ported the number to iPhone 16 to avoid any phone issues and worked with an online agent today for 3 hours and still the watch cannot be activated.

the two tickets are [Edited: "Personal Information"]. The agent today asked me to got to Xfinity store. Each type agent is just asking me to go to the other one but no one is taking ownership to resolve this issue.

How do I get this escalated and is there someone else outside on store, phone call and online agent who can fix this issue.

The funniest thing is not one updates the ticket that they are unable to activate the watch. Every time I call someone, they just tell me its my fault that I dod not activate it and hence I need to pay for the watch.

I hope someone notices this and suggest me a solution.

(edited)

13 days ago

XfinityJorge

Official Employee

•

1.7K Messages

user_e3jfcu Hello there! Our team is here happy to help and we are sorry to hear about all these issue you have had with our Mobile Team getting this resolved. To get started can you send us a DM with your full name and address? Here's 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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12 days ago

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Apple Watch reward

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