Rick441's profile

Contributor

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62 Messages

Thu, Dec 3, 2020 8:00 PM

Totally confused about potential phone return

My current phone is an iPhone 6s I got from Xfinity Mobile in February, 2018.  It is the first smartphone I've had, and I've been happy with the phone and Xfinity Mobile.

 

I recently saw a deal on your website on the SE (2020), so I ordered that to use on my existing line, i.e. as a replacement for the 6s (which I am *not* trading in or selling).

 

What I'm totally confused about is the 14-day return policy.  While I expect to like the SE, I wanted to be able to activate (again, with my existing number) and test it, including calls and texts.

 

But I'm concerned because at the bottom of your FAQ about returns, it says, "When you return a device after it's been activated, it will automatically cancel the line associated with that device. This means the number will be lost."

 

So, just to double-check, does this mean that there is no way to return the SE after activating it, within the 14 days of shipping, and have my number ported back to the 6s?  In fact, a short time ago a chat agent (Monica) told me, "If you order the new device on an existing line, the device that you order will not be able to be returned," and "So, if you are planning on not keeping a device that was purchased through an upgrade, I will recommend you to reject the package, otherwise you will stay with a phone you did not wanted."

 

Totally confused, please help.  Is it true there is no way to evaluate and return (if desired) a same-line upgrade without losing my number -- or having the return disallowed completely?  I actually use the phone for calls more than anything else, and wanted to make sure the call speaker volume -- which is marginal on the 6s -- is *at least* as good on the SE.  If I can't test this without a KEEP-MY-NUMBER return privilege, I guess I *will* refuse the shipment rather than taking a chance.

 

Sorry if some of my questions seem naive, but again I am fairly new to the smartphone world,  and have no prior experience with upgrades.  (In fact, is this even considered an "upgrade," given that I paid in full for the 6s, and now the SE,  at the time of purchase??) Thanks.

Responses

snow7551

Regular Contributor

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325 Messages

7 m ago

Hi 

 

 

you have up too 14 days too return your phone if you don't like it  then it will make other 14 to 30 days too get your refund back  they 1st most grade  the phone from A stock B stock or C stock grade if there still doing that. Too check for damage   Once the phone been graded   So Example if your phone is graded C stock grade  you get additional charge but you might not get a refund 

 

Xfinity dos refund here a little definitely then other places do 

Rick441

Contributor

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62 Messages

7 m ago

Thanks for that info, good to be aware of.

 

But can anyone confirm that:  If I buy a new fully-paid phone from XM to replace the current fully-paid XM phone I have for my sole XM line, then there is no way to evaluate and return the activated new phone (and go back to the old one) without losing my phone number?

 

Again, I refer to the line at the bottom of the returns policy that says "When you return a device after it's been activated, it will automatically cancel the line associated with that device. This means the number will be lost."  I had been hoping perhaps someone would tell me this would only apply if the new phone was for a new line.  But so far that's not happening.

snow7551

Regular Contributor

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325 Messages

7 m ago

whats   there  too confirm  i this   told  you   that  you have   up too 14 days  too  return  your phone 

Visitor

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1 Message

3 m ago

This is very interesting information.  I purchase a galaxy S21 in a store in Mechanicsburg PA.  It was a horrifying situation.  Phillip, the sales person was MEAN and intimidating.  I called the customer service line explaining this, two hours after purchase and was instructed to return it the the Chambersburg PA store who would help me with the return.  Consistent run around day after day and customer service wouldn’t send the return label correctly via email for download.  The sales person in Chambersburg, after 5 days of trying to get the return label, was able to get customer service to email her the return label.  She took a picture of the return label and phone packaged along with the FEDEX tracking number.  Well, the number doesn’t exist.  I still have 8 days to return to be within the 14 day return window.  I am planning on filling a small claims in court.  Thankfully I have text messages, chat screen shots from customer service, and names.  It seems Xfinity would prefer to just help with this $800 dollar refund vs most likely paying the $12,000.00 limit awarded in PA for small claims.  

Official Employee

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143 Messages

Thank you for reaching out on our forums and giving me a chance to take care of you. Can you please reach out through private message (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address? 

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