Visitor
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4 Messages
Trade in Troubles!!!
I traded my iPhone 15 pro in during an Xfinity promotion in October. I was quoted 1099.99 credit for my iPhone 15 which would be applied to a new iPhone 17. I received the iPhone 17 and proceeded to ship the iPhone 15 with the pre paid label as instructed. The phone was in perfect working and physical condition upon shipment.
Shortly after, I received a revised quote from Xfinity, notifying me that my offer has been adjusted to a measly $450 due to "damage". When I view the attached assessment report, there is no further detail of what this "damage" is, and the thumbnail (where I'd assume there would be a photo reflecting said damage) is blank.
Ironically, the USPS tracking states the package is still in transit.
Was my phone lost? Was Xfinity attempting to see if I would accept less than half of what I was quoted in lieu of taking full responsibility/absorbing the loss?
The issue persists for over a month now, and I still have no material update. After googling, this seems to be a common issue with Xfinity...
user_kkxfm4
Visitor
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4 Messages
4 days ago
Update - Currently in the middle of today's daily touchpoint (1hr 44 minutes in at the moment). Still no update/resolution provided. I am now out a phone and associated funds I was due to receive in exchange for the phone. Xfinity is stealing from customers.
Xfinity is insisting they received the phone despite USPS tracking stating that its lost (I have an open ticket with them as well).
Xfinity is now trying to force me to accept the $450 or reject the offer (in which case my phone supposedly would be sent back to me).
I refuse to do either, as my phone was not damaged when I shipped it (packaged quite well/safe might I add), and i'm not accepting a damaged phone returned to me.
Apparently if I don't take any action by Nov 16 - the phone will be shipped back to me by default in the event they actually do have it.
Filed a complaint with the FCC and Office of Attorney General for deceptive practices and theft while sitting on hold. Good thing I had hold music to keep me entertained. Arguing with Xfinity has now morphed into my full time job. This is about the principal - I will gladly continue to sacrifice my time and sanity in support of my fellow Xfinity customers being deceived.
Oh, and Xfinity refuses to provide a support team that can be reached via email. I've been attempting to capture this experience in writing but they intentionally prevent that for obvious reasons.
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user_kkxfm4
Visitor
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4 Messages
4 days ago
At 2 hr. 1 minute they hung up while I was on hold.
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user_kkxfm4
Visitor
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4 Messages
4 days ago
At 2hrs. 1 minute they hung up while I was on hold.
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user_7pwivt
Visitor
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3 Messages
4 days ago
I’m experiencing the same issue and really regret switching from AT&T. Every time I contact customer service, I get a different answer. I purchased a new iPhone 17 Pro from an Xfinity Store and traded in my iPhone 14 Pro Max, which was in excellent condition. The store associate thoroughly inspected it and confirmed it had no power issues, no liquid damage, no screen damage, and no physical damage. But a month later, I was told over the phone that my device “didn’t pass grading,” and now the trade-in credits I was promised aren’t being applied. It feels misleading and extremely frustrating.
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user_ic07ga
Visitor
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2 Messages
4 days ago
I was looking for a person to help with trade-in emails (so i could get shipping labels) because so many things went wrong with our order that we just have one email/one shipping label but need one for each phone traded in...
twice I was disconnected and got a new agent, after making some progress.
My suggestion to anyone who will listen, NEVER do mobile service by phone or email. Go to a store and deal with human beings in your neighborhood.
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XfinityArmand
Official Employee
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2.4K Messages
2 days ago
Thank you so much for taking the time to reach out to Xfinity Support @user_kkxfm4! We are so glad to hear from you and want to assist in any way that we can with addressing your Xfinity Mobile concerns. No worries! You have reached out to the best team to get things ironed out for you. So that we can get started, please feel free to shoot us a private message with your details. That way we can get a look at what's going on and work on getting things resolved for you.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• 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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