2 Messages
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!
XfinityJeniece
Official Employee
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2.6K 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?
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user_yp8dio
1 Message
4 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
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user_w25tbn
1 Message
4 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!
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user_rwc2zv
13 Messages
3 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.
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user_rwc2zv
13 Messages
3 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)
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