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Visitor

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6 Messages

Wednesday, November 9th, 2022 11:45 PM

Missing Phone from the Delivered Xfinity Mobile Order through Fedex

Hi,

I have ordered a Google Pixel 7 Pro from Xfinity on 7th Nov. I promptly received a notification on 7th Nov itself, that Order is on the way. This had the Fedex Tracking Number.

On 9th Nov, I was notified that the Fedex left the package in our Mail Package Hub with a passcode to pick it up. When i pick up the Order, i could sense the package from the xfinity was quite light. I sensed that the phone could be missing from the delivered package at the Hub. I did not see the Xfinity package in itself not tampered with and most likely the phone itself was not packaged into the shipping order during the shipment at Xfinity Fort Worth Center.

Suspecting that phone is missing, i recorded the unpacking of the Xfinity package. The Phone was missing. It only included a SIM card and tool to retreive SIM.

I immediately contacted Xfinity Service Team on Chat. The Rep provided me a Case Number and asked me to await for 72 Hours for the Xfinity to respond back.

I have not been given any further information on the phone delivery or the next steps on the missing Phone.

I have ordered phones earlier and did not have this experience earlier. Looking in this forum this seems to be a regular occurence.

I am looking forward for speedy redressal of the same and delivery of the phone.

Official Employee

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870 Messages

3 months ago

Hi, @user_ef9e45. Thank you for reaching out and for being so detailed with your post. That is certainly not a good situation, and I am sorry to hear about the trouble. I think contacting the mobile team right away was the smart thing to do. I'm confident they'll be able to help clear this up. We are able to help you here with all residential services like home phone, home security, cable, and internet. Due to account security, we are limited with what we can see or do with mobile accounts. I see they opened a ticket, so they should be working on this now. Have you heard anything back yet? 

Visitor

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6 Messages

@XfinityVianney​ Hi. Thanks for your response. No, I am yet to hear back on my case from xfinity, as yet after 48 hours.  I hope someone is looking into this issue.

Official Employee

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870 Messages

@user_ef9e45  Got it! Thank you for circling back. I would continue to keep that dialogue open. They can always be reached by phone at 1 (888) 936-4968 or via chat here https://www.xfinity.com/xfinityassistant/?channel=xMobile. Please keep us updated. 

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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6 Messages

Hi,

I contacted xfinity after 3 days (on 11/12/2022 at 7PM CST) and after 2 hours of endless call holds and routings, i was routed to Advanced Team of Mobile. It seemed like there was no Investigation on the reported missing delivery and was trying to blame for not contacting Fedex. He hung the phone abruptly without any update on what are the next steps and how Xfinity plans to resolve. This is a very poor service and pain to the customer. Even though i was given a case ID, i am surprised there was no look upfrom the Xfinity on it, even after 3 days, nor a claim raised with Fedex about the missing Delivery. There are no Email or Phone updates or a confirmation about the Case and at the end of 2+ hours wait time. All the xfinity offers me is a hung call by the Advanced team abruptly. I am deeply anguished with this response. I am hoping there will be someone able to respond back appropriately through these forms, before escalating it to next legal level.

Official Employee

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185 Messages

@user_ef9e45 Hi there, thank you for taking the time to reach out for assistance. My apologies you have had issues getting through to the correct department, and with your concerns being addressed. Your patience is greatly appreciated while we get this worked out. Just to make sure we are on the same page, is this regarding a Xfinity Mobile concern? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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6 Messages

Yes it is. I am discussing on the same case as the title of this Forum message "

Missing Phone from the Delivered Xfinity Mobile Order through Fedex"

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