Google Pixel 6a

When will this phone get off back order? I ordered it on 9/23/23 & was told it was on backorder until 10/6/23. On 10/7/23 the website said the phones were out of stock. I called (& chatted in) & was told by an "OFFICIAL" Xfinity representative, that I should cancel my order & place another one (for the same phones showing out of stock, which grayed out any checkout information). Of course, I requested a supervisor & was transferred to another rep named Shanti!!! She told me she would submit a ticket & I would get the tracking information by the following Tuesday (tuesday passed, no tracking number). The chat agent I spoke to that day told me even though I placed 2 orders on 9/23/23 only one was canceled & he couldn't give me a clear reason why (he said my order was canceled because I didn't send in a government ID even though I was never asked to do this in the process of placing the order & I NEVER got an email/text/call etc. asking for this either.) So I just bit the bullet & placed another order to replace the canceled one. So I called again today & spoke with another representative Jacob (i, btw have been a csr for 10+ years & a quality assurance specialist for 8+ years, I am telling you his active listening needs improvement, he was rude, & avoided my questions) who told me the same thing the first represtative told me to do, cancel my order & place another one then the tracking number will genterate via email in 24 hours. I asked to speak to a supervisor who told me that I would need to wait until 10/20/23 and I "should" get an email with the tracking information for both of my orders. This whole upgrade experience is terrifying because it seems like no one is on the same page & none of your representatives don't know what is going on with these phones. I thought I should share my experience with other Xfinity mobile customers looking to buy this phone (whether they be new or existing customers) to prevent them from living the same nightmare that I am.

Responses

XfinityJoe

Official Employee

•

473 Messages

11 months ago

I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests over this platform.

You can reach the Xfinity Mobile team via any of the options below.

Text Message: 888-936-4968

Phone: 888-936-4968

Chat: xfinity.com/xfinityassistant/?channel=xMobile

user_4xxo0t

4 Messages

the Xfinity mobile team still didn't help me

11 months ago

user_4xxo0t

4 Messages

Xfinity mobile customer service please do better. So I called in again today to check the status of my orders. The first representative I spoke to was April, and she told me what I already knew (one phone was supposed to be delivered on 10/6/23 & the other should have been delivered on 10/20/23) I asked when is the other phone supposed to be delivered she said "idk, but I can cancel it for you & place another one"... yeah I asked for a supervisor. Then she transferred me to a different department where I spoke to a different agent (not a supervisor) Jonathan, who repeated the same thing she said (after putting me on hold "to check my account") so yeah, I asked for a supervisor again. I was then transferred to Chris who assured me he was the manager on duty. Chris tells me that the phones show in stock & I should have them delivered by 10/20/23. I let him know that I was told I would get the tracking info 2 business before the phones are shipped out via email but I haven't received anything in my email. He told me "I can assure you will have the phones delivered by 5 pm 10/20/23, if not call back so we can investigate this for you" That assurance lost all credibility the moment he said "assure", why, because no one at Xfinity seems to know what is going on. Long story short Chris told me that because of the multiple promotions going on & the phone being on backorder it may take "some time" for me to receive my tracking information from FedEx. he asked me to continue being patient & wait for the tracking information I was supposed to receive today. I pray someone sees this & can look into the multiple conversations I have had & reach out to me with an actual answer, because when I reach out to (the Xfinity Mobile team via any of the options below.

Text Message: 888-936-4968

Phone: 888-936-4968

Chat: xfinity.com/xfinityassistant/?channel=xMobile) i get 0 help & no clear answers, & i leave the conversation with even more questions.

11 months ago

XfinityRay

Official Employee

•

2.1K Messages

Thank you for reaching back out to the Xfinity Mobile team, @user_4xxo0t, and apologize that the issue is still unresolved. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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11 months ago

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user_4xxo0t

Google Pixel 6a

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