Visitor
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2 Messages
Guess the customer still is number 2 at Comcast/Xfinity!
On July 10th this year after struggling with X finity mobile and 2 bad E-sim installs over the phone, (couldn't get voice mails, did not exist in system when entering phone number) I ordered a new Samsung S26, and was told it would be at my home on the following Tuesday. I should have taken the faulty esim installs as a warning, for what has happened since had been a nightmare in poor customer service, bad complications policy, being lied to, and getting a different story from each agent every time I called in to query where was my phone.
The first time I was concerned was that they had not taken the money out of my account, when I called they assured me it would arrive the following day, and that FedEx had possession of my phone. I repeatedly asked for the 2000.00 phone to be shipped where I was located temporarily for a job, but was informed that company policy did not allow them to do so, it would have to be sent to my home address. That being said I eagerly awaited weird from my family who made a point to be home that very day so they could put my phone in a box and ship to me 100 miles away at my job site.
Well Tuesday passed with no phone. But hey FedEx in their usual convienant policy attempted to deliver the item Wednesday thru Friday, during hours that no one with a job in this world could possibly be there to “sign” for it. On Saturday that week tracking stated that it was out for delivery, in fact it was, or being delivered back to Xfinity……
But wait that's not all! Now calling in over 17 times and honesty when lectured by some of the agents in the company’s really anti customer policies I became quite abusive. But hey Xfinity, you kind of asked for it, since each and every time I called upon reaching a “customer service” agent I was told a different story, sometimes even to make me hopeful that this corporate nightmare, would make it right by the customer namely me. I've finally given up, you win Xfinity much like when you played your game of jacking up the price of services a while back when you were Comcast, you've [Edited: "Inappropriate Language"] another customer again. I've been told now I have to wait for 7 to 10 business days to get a refund I don't want. Ironically when FedEx received my phone they never delivered you charged me, but not only do I haveto wait to get MY REFUND, your [Edited: "Inappropriate Language"] policies prohibit me from ordering another.
Thank you for affirming to me how [Edited: "Inappropriate Language"] corporations are with customer service and the lack of caring the bloated monopolistic companies towards long time customers.
Sincerely [Edited: "Inappropriate Language"]
[Edited: "Personal Information"]
In case you didn't know it already.
user_4shtmt
Visitor
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2 Messages
14 hours ago
Wow, you can edit my name and the word crappy, but you cannot or will not take care of the customer, go figure. I'm finding every social media platform I can, and posting the nightmare your company has put me through! Oh yeah here's your pure edited comment.
Thanks for nothing [Edited: "Inappropriate Language"] xfinity!
(edited)
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XfinityRichard
Official Employee
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3.5K Messages
14 hours ago
Thank you for taking the time to share your experience with us, @user_4shtmt . I sincerely apologize for the frustration, inconvenience, and disappointment you've encountered throughout this process.
I can completely understand why you would be upset. From the challenges with the eSIM activations, to the delivery issues with your device, to receiving conflicting information when you reached out for assistance, this is not the experience we want for any of our customers especially a long-time customer who was simply trying to receive an order they had already paid for. I recognize how frustrating it must have been to repeatedly contact support, only to receive different answers each time. I also understand your concerns regarding the delivery requirements, the return of the device to our warehouse, the refund timeframe, and the inability to place a replacement order while the original transaction is still being processed. While carrier delivery requirements and device-order policies are intended to help protect customers and prevent fraud, I understand that those policies can be incredibly frustrating when circumstances prevent a successful delivery. Most importantly, I am sorry that the communication and support you received did not leave you feeling informed, valued, or confident that your concerns were being addressed. We'd like the opportunity to review your situation further and get your concerns escalated higher. Can you please send me a DM with your full first and last name along with your full service address so that I can assist you further. We appreciate you bringing this experience to our attention, and we're truly sorry that this process has left you feeling this way. Thank you for giving us the chance to address your concerns. 💙
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 "Start new conversation" (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
You must use the primary Xfinity ID
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