Visitor
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2 Messages
iPhone 17 pro promotion failed delivery - awful customer service
On September 30th, I upgraded my line to Premium Unlimited specifically to qualify for the “Get iPhone 17 Pro on Us” promotion. I acted immediately to secure the deal, especially since it was time-limited.
The first and only delivery attempt was on October 3rd, but due to an address issue, the device never arrived. I was never contacted to fix the address. I immediately reached out via chat and was assured the phone would be redelivered the next day. That never happened.
Then, on October 6th, I received an email saying my order would be canceled but that I could place a new one. When I tried, I found out I was no longer eligible for an upgrade. I spent over an hour chatting with three different agents, getting shuffled from one to another, and finally told I had to wait until the phone was returned to Xfinity before reordering.
The next day, I called support for clarity. After another long call, the agent said he would personally call me back once the issue was resolved, but that call never came. On October 9th, I saw that the phone had been returned to Xfinity. I tried to place the order again — still not eligible.
Every time I spoke to an agent, I was told something different. I was explicitly promised that I would still qualify for the exact same promotion even though it officially ended on October 9th. Yet here I am, past that date, unable to upgrade and now apparently locked out of the promotion entirely.
I have:
• No device despite upgrading my plan for the promotion
• No upgrade eligibility even though my previous order was canceled through no fault of my own
• A charge still sitting on my account for a device I never received
• Hours wasted across chats and calls, constantly given false promises and conflicting information
This has been an exhausting and infuriating experience. I took action well before the promotion ended, followed every instruction, and yet I am being penalized for issues completely outside of my control.
I need this escalated immediately: my upgrade eligibility reinstated, the original promotion honored as I was promised, and the device charge removed from my account. It should not take this much effort or persistence to receive the product and promotion I qualified for.
I’ve been a loyal Xfinity customer for over five years, and this experience has been incredibly disappointing. I truly hope someone can step in to finally make this right.
user_oqdwy4
Visitor
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1 Message
11 hours ago
You are fighting a losing battle with this company. They are the absolute worst!
My Husband and I signed up for that promotion as well knowing that we would return our paid off...excellent condition iPhone 14 pros to get the 17 pros for free ($1100 per phone). (The price of the phones would be deducted from our bill each month.) We have been longtime customers as well and have always paid full price for any new phone we have owned, so we thought we would take advantage of the trade in. We upgraded our plan to the premium unlimited, got our new phones and sent our iPhone 14pros in right away. A few weeks later my husband received notice that we would only be getting $272 per phone. I called customer service and they stated that the salesperson at our local Xfinity failed to put us in the Generation 5 plan and we were still in the Generation 4 plan. A ticket was created and I went back to my local store to get put in the Generation 5 plan. After numerous phone calls / ticket creations, visits to our local store and speaking to Supervisors and Managers over the past 5 months (exhausting and infuriating is an understatement), I was told there is nothing they can do for me. We were given a promotion, which they paid us for, and they have nothing else to go by. The store messed up, and we are left paying almost full price for these phones. Had I known that this was going to happen, I would have never signed up. There was absolutely nothing wrong with our other phones and we had no reason, other than the promotion, to make a switch.
They know what they are doing...they also know there isn't anything the customer can do about it. They make you sign a contract, but we have nothing to protect ourselves when they mess up. Win, win for them.
Looking into it, it seems that there are so many others having the same issue and it is literally sickening. There should be a class action lawsuit against them, so the customer is not the only one learning a very hard lesson. Please file a complaint with the Attorney General to help get the ball rolling.
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