4 Messages
PHONE TRADE IN ISSUE - NO RESOLUTION FOR THE LAST 3 MONTHS TERRIBLE CUSTOMER SERVICE - MISLEADING AND FALSE PROMISING SUPPORT PEOPLE
As a long time great standing customer of Xfinity, I am writing this message with concerns, sad and frustration. As a service provider you should understand the fundamental mindset and pulse of customers, when they order a new phone, the expectations and the time they put, from the selection and all the way to the setup of the phone after they receive it. Same thing when you simply asked to return it, the pain I go through to move all my stuff to another phone, reset and send to you guys. All those are behind the scenes, but the actual issue that I have gone through with your trade-in process - Xfinity offered me $700 off on new iPhones back in Oct-Nov when I bought this phone if we trade-in any iPhone-11 or later version. I had trade-in my excellent condition iPhone-11 256gb, but your outsourced trade-in company with no-reason sent my phone back and says it has display issue, and disqualified me from the offer. From, then, Dec-2023 till Feb-2024 I had several hours of call with your customer service agents and multiple managers, some of them really frustrated about the response they even received from the third party trade-in company. The hours that I had spent and the pain gone through is not compensated with anything.
Finally, since there is not reasonable resolution, my request was to take your phone back as I ordered this phone because of the $700 offer, and denied that with no reason. I am still looking for a fair treatment to me. Also, when you select some third parties to deal with your customers, you should have clear process defined to protect your customers, at least you need to ask for the proof with pictures and/or videos of what is wrong with customers devices when they disqualify the trade-in. I would challenge you guys to provide proof for my phone had any issue. False promises, no communication, not standing on words, misleading information, Knowledge less resources, etc.. are the support and services you guys have and do. Terrible….
XfinityChelseaB
Official Employee
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1K Messages
4 months ago
Hello @user_3fssmt, Thanks so much for taking a moment out of your day to leave a post on our community forum. We're not able to access your Xfinity Mobile account here but our Xfinity Mobile Team are experts at what they do, and I know they can get this resolved for you. You can reach our Xfinity Mobile Team with a call, text message, or via chat. Call or Text: 1 (888) 936-4968 or Chat with a Specialist (https://www.xfinity.com/xfinityassistant/?channel=xMobile)
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user_3fssmt
4 Messages
4 months ago
Fascinating! If you have indeed read my message thoroughly, as a responsible and genuine Xfinity representative, I find your response surprising. I have already followed the steps you suggested numerous times and have grown weary of dealing with your support agents. I have endured over 10 calls in the last 3 months, each lasting more than 90 minutes. So, why are you recommending that I return to those ineffective and unreliable agents? Furthermore, if you are truly an Xfinity employee, why can't you access my account? What is the purpose of this online forum if not for that? How do you verify the authenticity of individuals sharing their issues here?
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