U

Wednesday, May 15th, 2024 1:03 AM

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Promised a free watch….that was a lie

Using chat to talk about service and was offered a free iwatch. (Not even what I was asking about) so I agreed and was told at least 2 times it would be free. I have the transcript saved as well. Apparently the agent forgot to tell me some important steps and now I’m told there’s nothing they can do. And no one will put me in touch with a manager to get this sorted out. I shouldn’t have to pay for something I was promised!

Official Employee

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2.5K Messages

7 months ago

Hey there, user_5qcfww, thanks for reaching out through Xfinity Forums regarding your watch offer. We definitely want to ensure you are receiving the correct promotion for your watch. Have you already reached out to Xfinity Mobile through chat and phone support?

 

2 Messages

Both, numerous times. But because 1st agent never told me I had to signup for rewards and I’m past the “return” stage they said there’s nothing they can do. Except get a 2nd watch. Not gonna happen. 

Official Employee

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1.1K Messages

 

user_5qcfww, thanks for trying those methods and we'd love to take a deeper look. When you get a chance, can you send us a direct message?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

is there a free watch offer 

Official Employee

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1.6K Messages

Hello, @Pinheadchloe. I currently don't see any promotional deals offering a free smartwatch. You can definitely log into your profile to see what promotions are available in your area that include a smartwatch.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

13 Messages

I was just promised a free watch and have the transcripts to show this. After hearing other complaints, I too am concerned that I’m being scammed by xfinity and have experienced major issues trying to talk to anyone. Other people in chat groups say the same thing that they are suddenly waiting in line indefinitely or being constantly disconnected from chat. Could you please look into this since it was through your official chat channels? I reached out the government to file a formal complaint since I’ve been struggling to get ahold of anyone now to discuss this.

1 Message

3 months ago

I’m having the same experience. This is just theft. Not explaining things. Saying it’s free. Then requiring members to open and activate the watch before they can return it- thus restocking fee- who knows what else. I also was told it was completely free and I said no 3 times. It was brought back up and i finally said fine. I’m taking the boxed watch to the xfinity store and canceling my service 

4 Messages

You have no idea. Hours of phone calls, they say they're letting me return the watch but will send me a new one and reimburse me all the monthly charges. Now I have 2 watches and the Xfinity store says they can't help.  I've been lied to by no less than four people from the Xfinity call centers over the past three months. Lie after lie after lie. That is the truth!

I'm calling my bank then I'm potentially pursuing legal action.

1 Message

3 months ago

Same thing happened to me today!  I was connected to a text session with (supposedly) a tech support rep to help me with a problem activating my cable modem.  The tech introduced himself as “Joshua” and took all my pertinent information and claimed he would be able to fix my problem from his end.  About 45 minutes went by with nothing happening, so he starts a conversation asking what I like about where I live, and I asked where he was.  He said Mumbai, and did I know that qualified for a free Apple watch.  Then he sent a pop-up link which started out by asking me to provide my SSN - so I stopped right there and said I would look for the promotion myself on the Xfinity site.  After that - CRICKETS!  He went silent and never responded.   I think  finity has somehow gotten it’s automated help system entangled with one or more stealthy scammers, and need to look into it immediately!

Official Employee

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1.8K Messages

 

user_w25tbn Thanks for your comment. I'm sincerely sorry to hear about your recent experience. We'd like to help. Were you able to get the cable modem issue resolved? Or do you still need assistance with it? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

13 Messages

2 months ago

This is exactly what has happened to me but I haven’t received the watch yet or the bill as it’s on back order. I’m chatting with others on Reddit who have had the same exact experience and spending hours on the phone trying to correct this. It is extremely concerning behavior that needs to be brought under control as it appears deceptive.

13 Messages

2 months ago

Update: I had a LONG phone call with support in an outsourced Xfinity call center. I mentioned that I was monitoring this and concerned then recorded our phone conversation to ensure that I wasn’t getting scammed. The agent was aware of the recording (she confirms it in the actual recording.) The rep told me flat out that the agent misled me (her words, not mine) and apologized for it. She said that the watch is free (correct) but that there is a line charge. I told her to look at the chat logs which she did and also read off the portion in which the first agent repeatedly promised that there would be no additional line charges whatsoever. I am holding them to the initial agent’s word/promise. The requested that I call back once the line is activated and to keep a close watch to see if there are any additional charges, then to call back and they will remove those charges. But then she added she couldn’t guarantee that but then later told me again they would remove those charges. It looks like they don’t want to be held accountable.

She also added that they do not receive commissions for upselling customers on these “free” watches and services, but again that is according to her. 

Here is a link to the recording. Keep in mind that it is long (you can fast forward,) but there’s a lot of waiting and getting what appears to be the runaround on the details:
https://www.dropbox.com/scl/fi/1oftouqyk9op451nl2c2t/Call-Recording.m4a?rlkey=p5kzec1t64u8ur9w72k9z1352&st=4vnuc138&dl=0

(edited)

Official Employee

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1.7K Messages

 

user_rwc2zv Thanks for reaching out about your watch order concern. I would be happy to review the incident, and help in any way I can. 

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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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