Ordered Device stolen by Fedex

I received two boxes from Fedex. The larger box had an the ordered Ipad in it along with the order receipt and activation QR Code. The smaller box was empty except for the receipt with the phone info and IMEI, as well as the activation QR code. I was able to submit a ticket today by calling in, however I was told I would hear back on a resolution by 2/7, and I have a feeling the escalation process for this is more time sensitive than the quoted expectation. The agent I spoke with also advised me I'd still have to send in my device (currently in use) or I would lose the credits to my account. I was hoping to get more clarity on some of my questions and verify I at least have started the right escalation process.

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XfinityAmandaB

Official Employee

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2.9K Messages

1 month ago

@MedxJad Thank you so much for stopping in for help with your stolen device. I can understand the sense of urgency when a device goes missing, and I would be happy to break down the process. First, we would open a ticket with our Shipping team that would ask for a copy of a police report and images of the box when it was received. Once that information is received, they will start an investigation on our end to take care of the device and remove it from the account. Once that is completed, your account will be reset for a new purchase. If this was just reported today, 2/7, does sound about right for the shipping team. This allows time for all documents to be received and uploaded. You should receive an email from our team to get the needed documents uploaded.

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Ojeezy316

New Poster

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2 Messages

My phone was " out for delivery" since Feb 15th but nothing arrived and FedEx finally admitted they don't know what happened. I've chatted with Xfinity numerous times to get a replacement but nothing yet. Frustrating because I'm trying to switch from TMobile before the next bill cycle but have no phone in hand. Xfinity keeps telling me to activate a phone I don't have 😬

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4 days ago

U

user_dcfd2d

Visitor

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2 Messages

@Ojeezy316 Save your self and stay with T-Mobile. Once you switch to xfinity be prepared to walk away empty handed if you ever wish to switch networks again. Your device will remain locked to their network regardless of paying it off.

Watch out when you decide to uqpgrade your device too! DO NOT take the responsibility of sending in your old device to them. If an associate at the xfinity store is not willing to take your old device right there then dont proceed with the purchase. They will give you an envelope to send your old device in and tell you to bring it to a UPS store. The package will get to its destination but you will never receive credit for your old phone. They will tell you that they never received it despite having tracking records that show different, tell you that the insurance company is the one that handles phone upgrades and to contact them meanwhile the insurance agent tells you the exact opposite. They give you the run around and eventually you end up paying full price for the device and have your old one stolen from you. This service provider is a nightmare! The service itself is phenomenal! The customer service is excellent! The administration and management is trash fire with no accountability! They believe that their excellent service and customer care is enough to make up for the money i've lost due to nonexistent management. Well it isn't anymore. Good luck to you sir, you have been warned.