Visitor
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1 Message
Case# [Edited] ---cannot get a return label for trade in phone
Ordered new iPhone14 on line 7/20 with trade on of iPhoneX.. Order number: [Edited: "Personal Information"]. Received new iPhone14 7/25. Prepped iPhoneX for transfer and activated iPhone14 7/28 with no issues. HOWEVER, went to print return label and button was grayed out. Status on screen indicated new phone had not been shipped. After DAILY and hours of multiple chat sessions, phone calls, visits to store and even contact with Assurant support and supervisors, it is now 8/3 and still unable to print label. Each session ends with a promise the label will be emailed within 24 hours. NOTHING. Please help. I need a return label generated to send in old phone for credit.
XfinityShawn
Official Employee
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923 Messages
1 year ago
@mark001 I understand how this situation can be frustrating, but we are here to help. We do want to make sure that you receive assitance with your Xfintiy Mobile concern. We'd love to help, but we don't have access to XFINITY Mobile accounts via social media, I do apologize. We would suggest contacting our Mobile experts via one of the following methods:
• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile
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Pixiefirefly
1 Message
1 year ago
We have had the same problem it's been a month now basically. Back and forth with Xfinity. Getting the run around over and over again. 3 tickets have been made at this point and still nothing. Latest call said 24 hours it's been 48. Even had customer service based on a bad survey I sent and still nothing was done. I have asked if I could go into the store and was told no, I have been to 2 Xfinity stores to get help and I get told to call. I call and get no help. Now they are saying the trade in will be cancelled if the phone isnt sent back but I have no way of sending it back. At this point it's looking like we will be taking them to small claims court since nothing is being done.
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user_c473e6
Visitor
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2 Messages
1 year ago
I'm experiencing this issue right now since the release of the I-Phone 15 line up. The wife and I decided to upgrade to the new 15. Had no issues with my trade in (I-Phone 14) and was able to print out my return label. But when I tried to print out my wife's return label for her I-Phone 12 trade in, the link was grayed out. I've tried on my desktop, laptop and even phone, nothing. So I've chatted with 3 different Xfinity agents online saying to take it to an Xfinity store and they can ship it out for me or attempt to print out the return label. Then, went to 2 different Xfinity stores and was told the same thing that they can't ship it out for me since the transaction was made online and the return label was already generated. But the store representative did have the same issues when trying to print out my wife's return label. So a case was opened and was told that I will be contacted after 48 hours with an update. My trade in expires 10/14/2023, luckily I was able to send my trade in yesterday 9/29/2023 and at least get something out of that. But time is running out to send my wife's trade in and after reading other forums for the same issues, I'm starting to think they do this on purpose for us luck out and not get that promotional credit and end up paying full price. I think the best options for everyone is to either just pay up front for a new device to avoid at this fake promises and headache because if this happens to you, you'll pay full price anyways. Or just go to an Xfinity store and have the transaction there instead of online. Wish me luck and hopefully get this resolved soon. If not, might just switch to another carrier. Good luck everyone.
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bradbetten
New Poster
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2 Messages
1 year ago
Same issue here - xfinity mobile is no help and I can't return my phone.
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user8293
1 Message
1 year ago
I upgraded a line but decided to return the phone and not upgrade. I have tried numerous times to get a return label. They messed my account up so bad I can’t get the label from the phone because it isn’t even showing up. I’m beyond frustrated. I guess I’ll just keep the phone if I can’t return it. I have kept documentation on my chats. I have also changed carriers.
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user_j0lrd9
2 Messages
11 months ago
I am dealing with a similar situation. Just got off of the phone for the 6th time in the last month and a half trying to get a return label for a phone. Each time I've been told I'd receive one within 48 hours. Never happens. Yesterday, I was told he'd call me back in ten minutes to confirm the label was being sent to my email. He never called back. Today, I was given an address to send it back. I'll take it to FedEx and see if it works. Unfortunately, when I took it to the Xfinity store in my area, they said they don't accept returns.
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