Trying to return a phone order: customer service hangs up, emails are unanswered, retail store managers have no power

Hello All,

I have been attempting to return an iPhone 15 since the day it arrived in the mail.  

First I tried online, but the web portal said I needed to activate the phone.

Then, I tried to call the support line, who opened a ticket and said there should be no problem creating a return shipping label, but that they needed level 3 support to authorize it.

Days passed and I called back, but apparently no previous ticket could be found and the conversation restarted. This time I used the original phone call recording to prove that the replacement was requested within the 14 day window. This call resulted in phone support saying I needed to go to a retail store, ask for a manager, request an unsolicited return, and then the manager would provide a return label. Xfinity store manager Yves Pichavant said the store managers have no power to print return labels or communicate with Xfinity support on my behalf. At that point we called the support line again and started the process ALL OVER AGAIN to open a new ticket, ECM0005425597, and that we should have received a return label the next day.

That was December 29th, and now whenever I call Xfinity support as soon as I provide the ticket reference I am put on hold and eventually transferred to another agent. Then the call is hung up by the agent. This is January 19 2024 and I no longer have a support channel to use in returning this phone.


To any agents out there capable of helping me, please reach out. I am desperate to close this problem or move companies that can actually support a basic return.