Contributor
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43 Messages
Considering new phone(upgrade?) on existing Xfinity Mobile line-need clarification of return policy
I am trying to determine what my options might be to return the new phone for a refund if for some reason I do not like it. I have done extensive research but until you have spent time with a new phone you can never tell.
I find two Xfinity Mobile pages that discuss returns but there is one key difference between the two.
Here is what the returns and exchanges page states:
"If you wish to return or exchange for any reason, we want to help you take care of it as quickly as possible.
You have 14 days from when your device was shipped (or purchased in a retail store) to initiate a return or exchange. The device must be activated before being returned."
Here is what the satisfaction guarantee page states:
"Hopefully you're 100% happy with Xfinity Mobile from the get-go. However, if you want to part ways for any reason, you can return your device and cancel your service for a refund up to 14 days from when your device ships or you bought it in the store. If you purchased your device as a replacement on an existing line or as an early upgrade, it's only eligible for exchange, not return."
Maybe it is clear to some but I am just trying to make sure I have a 14 day return for refund option, not exchange, for the device only regardless of replacement or upgrade. I would simply return the new phone and have the IMEI updated back to my original old phone and continue the service.
Accepted Solution
Lonelyboy
Contributor
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43 Messages
3 years ago
Hello XfinityAmir and thanks for the response. I thought this forum and these posts were here to do directly and exactly what you just suggested. This post does reach out I thought but maybe I had my expectations too high. BTW, I tried the Ask Xfinity link and obviously that was of no help in getting clarification to a policy. I had hoped to get clarification through this channel versus calling and potentially waiting on hold.
I went ahead and called so that I could post an answer to my own question here. I received clarification from an agent that if you are buying a new phone on an existing line without any sort of trade in then you could be eligible for a full refund within the 14 days minus restocking fees. Your eligibility is determined after the new phone is returned and graded. Grade A gets you the full refund minus restock. Other grade levels and associated refund levels were not discussed with the agent. The agent said that if you go through a trade in process then a refund is not available. I guess a trade in process then classifies your phone as an "upgrade or replacement" which then lines up with one of the Xfinity mobile return policy web pages??
Comcast/Xfinity Mobile should update their two return policy web pages with the consistent, detail needed.
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CCAmir
Gold Problem Solver
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7.2K Messages
3 years ago
Hi Lonelyboy, We would love to get this addressed for you, please reach out directly to Xfinity Mobile team. The expert mobile team can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3CKnZdO. Scroll down to the bottom of the support page and click "Ask Xfinity". If you have any further questions or concerns, please don't hesitate to reach out.
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user_21c967
Visitor
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2 Messages
3 years ago
Can they be exchanged in store, or only online?
(edited)
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