3 Messages
order nightmare
I ordered an upgrade phone to get the online offer of $400 credits over 24 months. A chat agent insisted I would get the credits but I'm not getting them. So I'm trying to return the phone or get them to honor the credits deal. I have the chat record (and so does xfinity) during the purchase with the agent walking me through the purchase and assuring me I will get the credits.
I have been on chats, phone, at the store, and getting now six different stories of how to deal with this. Was told I could return it at the store. I wasted half a day trying that and told by the store that a return had been started and a box would arrive at my house to return the phone in. Box never arrived and chat agents say they can't find such a return started. I can't get a call back from the store agent who told me I would get a box to return it in.
I was told I should activate the pone and then i would get the option of returning it. I wasted hours doing that because the return option does not come up, only the exchange option. Next chat I am told I need to e-mail asurion to return the pone by replying to trade in e-mail. But that e-mail doesn't take replies so that bounces back. I'm then told to call asurion. Wasted an hour on that but can't actually speak to a human being.
Next call result is a ticket is created. But I can't wait for this ticket, which god knows where it is, or who is working on it or what it will say.
I have wasted 7 hours of my life on this. Can someone help?
XfinityEricB
Official Employee
•
2.2K Messages
21 days ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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user_jper
3 Messages
13 days ago
That is the most ridiculous help I have ever received. No wait I have received a lot more ridiculous help from the XFinity support that this post recommends I seek. I have been through the most degrading time wasting demoralizing and horrible experience with any company ever. I'm 48 years old. Every help person chat person, person in store, Etc has to start from scratch to try to solve my very simple problem. They all seek tier 2 or tier 3 support, create a new ticket, of which I now have 10, and eventually tell me I'll have to wait. Every agent assures me to my problem will be taken care of but it never is. I have wasted at least 12 hours of my life on a simple order for a phone where a chat agent assured me I would get device credits. Every agent says Xfinity will honor the device credits. But ticket after ticket after ticket go unresolved and no credits. I've tried to return the phone many times. I was finally told I needed to activate the phone but still the return option was not available. I'm unable to get my long time phone number activated on my original device, the same device I've using with the phone line for the previous 3 years. Now they've managed to make it impossible for me to actually get that phone number back as far as I can tell. But if I talk to them they will tell me that someone's working on it. Like a sick joke. For my troubles I've been given a total of $30 bad customer experience credits. So now I owe them $800 for a phone that has some new number on it. And of course if I go to another phone company I'm on the hook for $800 and if I don't pay it my credit will be ruined. What recourse do I have?
(edited)
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