Visitor
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5 Messages
Unable to exchange new iPhone
I recently purchased an iPhone 17 Pro from Xfinity Mobile online and would like to exchange it for an iPhone 18 Pro.
I first visited an Xfinity Store, where the exchange could not be processed. The store opened a ticket requesting a return label. After receiving no update for several days, I called Xfinity Mobile Support because I was concerned about the 14-day return window.
After multiple attempts and approximately 1.5 hours on the phone, the representative was unable to resolve the issue. I was told that an error was occurring because the trade-in associated with the original order is still pending. The representative directed me back to the store to request what she described as an “unsolicited return.”
I have now spent several hours in the store and on the phone simply trying to return or exchange the phone. I need help returning the iPhone 17 Pro, clearing or transferring the pending trade-in, and purchasing the iPhone 18 Pro with the current $400 upgrade promotion. Please also confirm that my original in-store request protects my eligibility under the 14-day return window.
The iPhone 17 Pro was shipped on September 11, 2026.
XfinityChristy
Official Employee
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3.2K Messages
18 days ago
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user_d3s10i
Visitor
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5 Messages
18 days ago
As I suspected, sending a direct message offers nothing more than the standard, "we're escalating your ticket to our highest level support team" further wasting my time. A week to process a simple exchange, and not a single response to the ticket.
(edited)
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user_d3s10i
Visitor
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5 Messages
7 days ago
Just to close the loop on this...
14 days after the original ticket was opened, I received a message that it had been closed, followed by an email from FedEx with a return label. No additional instructions or explanation were provided, but against my better judgment, I used the label to return the device to Xfinity Returns.
The phone was received yesterday, and all credits were issued today. The device no longer appears on my account, and I’m eligible for promotions again.
Ultimately, the return was successful, but it was an unnecessarily painful process.
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