U

Visitor

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2 Messages

Friday, October 7th, 2022 6:15 PM

iPhone deal ended early

I am writing for assistance regarding the Xfinity Mobile deal ending Oct. 6, 2022 that provided $400 off iPhones. I went to your website to upgrade two lines to iPhone 14 with the deal at 10 pm MT yesterday (Oct. 6). The site showed the deal and discounted price, but when I added the phones to my cart, it was not applied and the phones were at full price.

I chatted with an agent, and they told me that the deal had already ended and there was nothing they could do to help me. Nowhere in any of the fine print was there a time zone listed for the deal to end. If it had, I would have purchased the phones earlier, but I believed in good faith that I had until midnight my time to purchase.

I explained this to the agent and they told me there was nothing they could do but that next week there would be a better deal so it didn't matter. This morning I called and spoke with a different agent who told me that there was no one who could help me since the deal had ended. He refused to escalate me to anyone else to help me and insisted no one at any level of the company could assist me since the deal is no longer in the system. I know that someone had to make the deal and add it to the system, so there is definitely someone at some level who can help solve this problem. This new agent also told me that there is no way for them to know what deals are coming or when, so the chat agent last night was not telling the truth. He gave me an email address to send this explanation to ( [Edited: "Personal Information"]cast.com), but the email came back as undeliverable. After Googling, I've discovered that this email address has not been in use for several years. Why did he give it to me? That seems very suspect.

I am feeling very upset that the deal was advertised to last through Oct. 6 but that no one would help me apply it to my purchase in time. There is no reason I should not have been able to receive the deal when I reached out two hours before midnight. Also, I can't believe that an agent would lie to me and tell me there would be a better deal next week when there's no way they could know that or that the other would give me a unusable email address. $800 off ($400 for each phone I was going to purchase) is a lot of money, and I cannot afford a new iPhone if I do not receive this deal. I will not be able to purchase and will have to keep my old phones instead. I don't believe this is fair when I attempted to purchase before the deal was advertised to end. I can send screenshots of the website and my shopping cart with timestamps.

I am a loyal Xfinity customer of over 13 years, and I want to do business with you by making these purchases but cannot if I don't receive assistance on this issue. Please help me to apply the deal so I can make these upgrades. I appreciate anything you can do. 

Accepted Solution

XfinityRay

Official Employee

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1.1K Messages

4 months ago

Good afternoon, @user_th710. Thank you for reaching out about your experience when trying to add the promotion to your account. 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. We will need to get the Xfinity Mobile team involved to further help but I know you already tried by phone and chat. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat 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

 

Visitor

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1 Message

4 months ago

Comcast has never cared about customers. I’ve been waiting for them to come in stock, now that the $400 promo is done, they can choke on all those iPhones that they didn’t have during the promo. Xfinity bashed customers again. Imagine that. 

Visitor

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2 Messages

4 months ago

The Xfinity Mobile team has reached out and made things right.  I'm very pleased with the customer service I received!

Official Employee

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357 Messages

@user_th710​  Awesome, that's great to hear

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

3 months ago

This same thing happened to me and when I called the customer service, the agent said I had to wait until November and now all the deals are for Samsung. I was so bummed out! Who did you reach out to? 

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